Senior CRM Executive

Location:Greater London
Job Type:Full Time

Job Description

Reporting to CRM Manager, you will be responsible for supporting customer engagement and retention through the delivery of data driven and targeted customer communications via email, push and in-app

You’ll manage list selection, creative build, testing and deployment of customer campaigns using the CRM Systems, including email platforms such as Sailthru, push notifications alongside data profiling tools, such as Faststats,
You’ll track the performance of campaign KPI’s against weekly and monthly targets and communicate campaign performance reporting to the CRM Manager.

Success will be measured on the CRM team’s overall KPI’s - to drive VIP listener figures, grow engagement, acquisition and assigned revenue targets.

Key duties will include:

  • Support
the CRM manager in executing multi-channel CRM strategies which includes email communications, push and custom audiences on social sites

  • Deployment
of operational and tactical end-to-end email marketing campaigns and mobile campaigns

  • Be
responsible for day to day management of a brand and escalate any issues to CRM Manager

  • Experience
of building targeted campaigns, analysing performance and metrics and providing post-campaign analysis to stakeholders

  • Working
with data analyst and external suppliers to define and understand customer segments

  • Database
mining, list segmentation and contact targeting using 1st party and 3rd party data using campaign tools such as Faststats and Acxiom or equivalent.

Contribute to design briefs for external agencies and clearly define requirements.

  • Assist
in the development of forecasting across strategies for Acquisition, Engagement and retention

  • Guidance
and instruction on email best practice and legislative compliance to interactive, programming, marketing and commercial teams

  • Campaign
effectiveness and performance reporting

  • CRM
platform training and technical assistance to internal stakeholders

  • Responsible
for day to day management of a brand, escalating any issues to CRM Manager.


  • Educated
to a 2:1degree level in either a marketing or business related qualification, or with at least 2 years of experience in email and CRM marketing

  • Advanced
level of computer literacy in Microsoft packages, particularly in Excel.

  • Ability
to prioritise and accomplish completing tasks in a high-pressure and fast-paced campaign environment to meet tight deadlines

  • Excellent
organisational and planning skills

  • Numerate
with the ability to produce reports and derive valuable insights and analysis

  • Passion
for CRM and willingness to learn new technologies

  • Knowledge
of email best practices

  • Confident
working with a number of demanding stakeholders

  • Strong
interpersonal and listening skills

  • Ability
to explain technical information in an easy-to-understand way

  • Basic
knowledge of HTML

  • Creative


  • Exposure
to web analytics packages and social media monitoring tools

  • Experience
of competition and other customer data related regulations and compliance issues especially around GDPR

  • Photoshop

  • Copy