Senior CRM Manager

Overview

This role offers a competitive salary, hybrid working (London with Tuesdays in the office), 28 days holiday a year plus Bank Holidays and a fantastic pension scheme offering 6% in year one and 11% after this.

Salary 52,000 - £58,375 per annum

About the role

Our members are at the heart of what we do and making sure we provide value and great experiences is a key part of our long term strategy. This role is critical to growing and managing the delivery of member and non-member communications as well as driving the strategy and execution of member in-life communications that meet commercial goals and exceed member expectations.

This role sits at the heart of the member engagement team managing 3 direct reports and working closely with teams across the business to ensure we are growing customer value, driving member satisfaction and ultimately retention. Working closely with our data and tech teams the Senior CRM Manager will be responsible for ensuring that in addition to the delivery of our newsletter strategy our members are receiving best in class personalised experiences across multiple channels that strengthen loyalty and support growth.

In this role you will be working across departments, with external partners and agencies to implement strategies and ensure product delivery. You will have experience working in customer focused environments, knowledge of CRM systems and tools and know the importance of connecting analytics and data to driving long term relationships. You will lead the customer strategy, ensuring member needs are met and commercial targets are achieved regardless of channel. With the ability to manage varying and multiple priorities you are customer focused, data driven and detail oriented.

At Which? we have ambitious goals and targets and this role plays a pivotal role in reaching these targets. This role requires someone who can roll up their sleeves to problem solve while at the same time look ahead and plan for the future. Being able to adapt to changing landscapes, manage multiple stakeholders, drive growth and provide exceptional customer experiences are key to being successful in this role.

Key responsibilities

• Ownership of a product offering - Own the budget, revenue, planning and success of Which? newsletter and member engagement strategy
• Strategic thinking - Generate new engagement ideas and set the strategy for growing and retaining our members across multiple channels. Drive growth across our member base and provide memorable experiences to drive member satisfaction and loyalty.
• Deliver a test and learn approach - using a data driven approach with partners and internal analytics teams to monitor and improve performance and make recommendations.
• Internal alignment - working across teams and departments ensure that teams are working together and opportunities are being maximised. Responsible for representing the member engagement team across the business making sure that customer needs are put first. Showcasing and sharing the successes and learning of member initiatives.
• Team - manage a direct and extended team, providing support and direction. Responsible for team development and growth ensuring that goals and priorities are aligned

About you

• Knowledge of Marketing, retention, CRM and partnerships
• Budgeting, revenue planning
• Strategic thinking, creative thinking
• Test & learn, working at pace, data driven thinking
• Relationship and stakeholder management, KPI tracking, prioritisation

The interview process for this role involves

• Initial 30 minute meeting with hiring manager - Claire Gartland and Jody Yeoman
• Second interview (a task will be sent a few days before your interview) 45 minutes; Claire Gartland, Head of Member Engagement and Jeannine Rafferty, Head of Member Engagement
• Final 30 minute interview with Phil Amy, Commercial Director
• All interviews are conducted online via TEAMS

Benefits

We also have these benefits for you to consider:

• 35 hour working week
• Generous 28 days holiday a year plus bank holidays and the option to buy additional holiday days
• Excellent pension scheme - when you pay in 3%, Which? pays in 6% (rising to 11% after one year of service)
• Annual Award (depending on employee and company performance)
• Healthcare insurance & Private medical insurance and opportunity to participate in Vitality rewards programme (at 6 months)
• A discretionary death in service benefit provision equivalent to six times your annual salary
• Free access to Which? member content and free access to Which? money & legal helplines
• Free wills for all Which? employees, plus partners of employees can make their will at cost price
• Discount site Pluxee which offers large % off every day shopping and holidays
• Work from (almost) anywhere for 4 weeks of the year policy

About Which?

We promote a great work-life balance (all our roles are now hybrid), offering flexible working options in addition to a full time working week (35 hours) e.g. part time or job shares where possible. If you wish to discuss any of these options, please contact the Resourcing team at .

Which? is the UK's consumer champion, here to make life simpler, fairer and safer for everyone. You can find out more about what we do, our people and culture as well as hints and tips on how to complete your application on our Careers site.

At Which? we value diversity and we're committed to creating an inclusive culture where everyone is able to be themselves and to reach their full potential. We are proud that we ranked 3rd in the 'Top 25 Inclusive Employers' List 2024.

We want to receive applications from everyone. We believe that a diverse workforce helps us to understand and create a positive impact for consumers.

As a Disability Confident Leader, we ensure that everyone can apply and be part of our recruitment processes and so we'll make reasonable adjustments if you need them. For this or any other assistance you need with applying, email . Find out more about the Disability Confident Interview Scheme here.

Please note you must meet the essential criteria listed within the Role Profile, to have your application reviewed and we reserve the right to withdraw this advert at any given time due to the number of applications received.