CRM Manager

Description:

As a strong people leader, you will lead, guide, and mentor a team of two CRM Leads, each responsible for specific portfolios.

Day to day

• Drive delivery of the strategy building a comprehensive trading plan delivered through CRM owned channels now and step-changing in the future
• Activate the plan to deliver segmentation within CRM to deliver the overall objective of embedding an understanding of its value to the business
• Sharing insights and key reports across the business with a clear plan for growth
• Build upon an existing multi-touchpoint pre-flight experience - driving the Personalisation transformation - based on customer segment, destination, departure airport and carrier
• Drive FC activity within CRM across the customer lifecycle to acquire, engage and retain customers
• Agree on a prioritised activation plan to ensure FC propositions are properly integrated into CRM activity to ensure an experience personalised by customer status
• Prioritise actions that drive the connection between VoC pre-flight activity and NPS

About you

We're looking for an effective communicator, able to influence and champion CRM as a vehicle for business change. Comfortable working in a fast paced, dynamic environment.

In addition to the above:

• Strong experience in delivering commercial results through outstanding CRM
• A strong understanding of data with a proven track record of delivering CRM activations with an insight-led approach - with demonstrable case studies to draw on to influence thinking
• Excellent interpersonal skills and ability to maintain strong relationships with internal and external partners
• Strong written & verbal skills, confident in presenting stories and concepts at different levels
• Experience leading people