CRM Manager in East Kilbride - Robert Half

Job Overview

East Kilbride, Scotland
Job Type
Full Time
£65,000 - £65,000 Per Year
Date Posted
3 days ago

Additional Details

Job ID
Job Views

Job Description

Reporting into the Associate Vice President of Brand Marketing, you'll be focused on retaining customers and increasing their lifetime value for the business. What you'll do: Create, optimize and evolve retention strategies to keep clients Work closely with Customer and CRM teams to drive projects and develop objectives built around customer retention Work closely with Customer Experience team to define and share a common understanding of customer lifecycle stages within the organisation Work closely with Sales and other Client-facing teams to develop talking points and techniques around retention and lifetime value strategies. Prepare and present presentations to various audiences on customer loyalty, lifetime value and retention initiatives. Familiarize yourself with all of our customer journeys and our products and services in order to leverage key moments of truth, identify pain points and overcome them for our clients to improve retention. Work with teams across the company to define compelling personalized customer journeys, based on customer segments defined and understood by you, that anticipate customer needs with triggers to support growth, engagement, cross sell, upsell, incentivization programmes and bonuses. Collaborate with stakeholders across the company to ensure we are providing the best possible customer retention experience with everything we do both now and in the future, down to the most detailed of processes and systems. Develop customer targeting, segmentation, and personalization strategies to maximize retention conversion rates. Monitor and regularly report on the key KPIs that cover retention aspects of our client interactions, throughout their lifecycle, to quickly identify and highlight disrupted customer experiences. Act as the thought leader for all decisions relating to customer retention journeys in all key markets for the brand. Develop and maintain a deep understanding of the competitive landscapes in which we operate, and the customer retention experiences delivered by the trading and investing brands we compete against. Be constantly curious by reviewing and understanding new and emerging customer experience trends and innovations in other industries that could benefit our clients. Encourage problem-solving, strategic thinking and customer-orientation across the organisation Partner with brand, CRM, product, analytics and commercial teams to plan and build experiences for future lifetime value ambitions Participate and influence in a wider customer experience transformation effort Competencies Required: Commercially driven with strong focus on data-led decisions and campaign prioritisation Advanced organizational and presentation skills Excellent command of the English language, with high level of verbal and communication skills. Strong background in working with FX trading services and/or finance brands and/or local marketing agencies University-level degree, preferably in Marketing and any relevant additional certifications will be an added advantage Self-driven and ambitious Customer-obsessed with passion for driving world-class marketing Robert Half Ltd acts as an employment business for temporary positions and an employment agency for permanent positions. Robert Half is committed to equal opportunity and diversity. Suitable candidates with equivalent qualifications and more or less experience can apply. Rates of pay and salary ranges are dependent upon your experience, qualifications and training. If you wish to apply, please read our Privacy Notice describing how we may process, disclose and store your personal data:


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