CRM Database and Campaign Manager

29 Jan 2019
26 Feb 2019
Contract Type
Full Time
Our local authority client based in Southwark, London are urgently seeking an experienced CRM Database and Campaign Manager.

Job Overview:

The CRM Database and Campaign Manager will develop, execute and manage customer/ Residents engagement development, ensuring The Southwark Council maximizes the engagement opportunities across various residents segments.

The Manager will be responsible for obtaining and communicating customer/ residents insights for all customer/residents profiles, as well as coordinating cross-functional initiatives and tasks with various council's departments regarding as digital campaigns, email, UX, analytics, reporting, as well as buyers and content creators, to create and deliver relevant campaigns to increase customer/ residents satisfaction. S/he will be the primary user of with customer/ residents data platform and work with other departments to develop campaigns and reports to recommend improvements to optimize engagement performance while ensure compliance with data protection and that best business practice is followed with regards to use and maintenance of data stored.

Essential Responsibilities:

Manage and develop the customer database:

* Planning and delivering CRM strategies across all residents segments, and potentially related functions such as customer service, to encourage customer/ residents engagement, and increased satisfaction.

* Implement the customer data platform structure and architecture ensuring it works seamlessly across the all the residents segments, coordinating with reporting stakeholders.

* Act as the primary contact with customer/ residents data Council users

* Interface with senior management and other Council departments to ensure programs are aligned with Council's initiatives, communicated, implemented cohesively and effectively, and meet Council's strategy.

* Ensure the database is segmented effectively for targeted engagement activities and oversee direct communications with residents through data management platform(s).

* Be responsible for the maintenance, development and integrity of the customer/ resident database, ensuring the data is accurate, current and consistent

* Oversee the integrity of the data by working with colleagues to ensure the data from the various systems, and associated business processes, are fit for purpose.

* Serve as the primary point of contact for the customer/residents database, identifying opportunities to improve systems and data management

* Assist staff in using the database to support their business operations

* Ensure compliance with data protection and that best business practice is followed with regards to use and maintenance of data stored.

Campaigns Management

* Develop testing strategies for all aspects of customer/ residents campaigns to ensure the most effective approach based on customer/ residents lifecycle

* Advice the relevant departments campaigns of the best segmentation and best form of engagement format to maximise the response rate

* Develop, manage, and report KPIs and success metrics to optimize campaign performance and identify measures to increase campaigns effectiveness

* Implement best market CRM/ HTML interactive practices and suggest changes and enhancements

* Understand the various residents engagement points and create relevant content

* Use the latest digital campaigns tools to maximise the residents engagement and the level of responsiveness

* A/B Testing on various email campaigns to establish the most effective.

* MVT Testing on email marketing campaigns.

* Tracking and reporting on email campaigns in order to guide improvements.

* Ensure all email campaigns comply with current email best practice in the industry.

The creation, co-ordination and analysis of customer/ residents insights to support a greater Southwark customer/ residents satisfaction focus:

* Exploit the information in the database as effectively as possible and share customer insights with colleagues across the relevant parties

* To produce reports for key internal stakeholders as required

* Ensure key performance indicators are gathered, analysed and acted upon and recommend methods to increase the engagement

Please apply with your updated CV ensuring that any gaps in employment are explained.

At this point, may we take this opportunity to thank you for the interest you have shown in this role. Unfortunately, due to the high volume of applications that we receive, it is not always possible to respond to everyone. Therefore, unless you hear from us within the next 7 days, your application for this vacancy will have been unsuccessful

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