Closed

This job has now closed and is no longer accepting applications.

Senior CRM Manager - Engagement

Location
Remote, London
Salary
Undisclosed
Level
Midweight
Type
Full Time
Job Posted
Applications Close
Links

Job Description

At Hearst UK, there’s always more to the story. Join us as our Senior CRM Manager – Engagement, to start the next chapter in your career.

We’re the UK’s leading premium publisher, and the people behind iconic media brands such as Cosmopolitan, Esquire, Elle, Harper’s Bazaar and Country Living. We’ve created a working environment that encourages everyone to pull together. We never stop looking for brave new ideas. We’ll always try to develop and improve, we trust each other to do our best, and we have fun as we build on our heritage to make history.

ABOUT THE ROLE

Customer communication engagement strategy:

  • Drive the strategy for our onboarding and in life customer communications to reduce friction and drive engagement, ultimately reducing customer churn and maximising customer LTV.
  • Manage all customer journeys and flow, ensuring the purpose, flow, copy and tone of all communications is best in class.
  • Lead the strategy for our cancellation win back and retention programme.
  • Drive the newsletter and email marketing re-engagement and data retention strategy.
  • Working with the senior CRM team members, drive efficiencies in email production through automation.
  • Understanding digital membership usage to feed comms and product development.

Newsletter optimisation engagement strategy:

  • As the CRM lead, work with web editorial teams on newsletters to ensure there is a coherent aligned engagement and content strategy.
  • Working closely with our ESP to drive at scale newsletter email personalisation.
  • Lead the newsletter testing and engagement optimisation strategy to improve returning visits to site.
  • Working with the senior CRM team members, drive efficiencies in email production through automation.
  • Drive the newsletter and email marketing re-engagement and retention strategy.
  • Using data and insights, work with web editorial teams to introduce new content newsletters.

Known data enrichment and growth:

  • Lead the strategy for our known data enrichment growth plan.
  • Working with the data team, manage the development of a new Hearst UK preference centre.
  • Working with the data team, manage the development of a new customer engagement scoring matrix and segmentation model.
  • Working with the data team and senior marketing managers, drive forward the project to stitch all known customer data attributes and customer behaviours to drive engagement and conversion.

Insights:

  • Working with the data team and senior marketing managers, build brand persona’s and audience profiles to better understand the Hearst consumer.
  • Direct the data team to produce new analytics and audience insights to understand patterns of behaviour for our known customers and propensity to take action.
  • Working with the senior marketing managers to drive our customer surveys and customer feedback strategy.
  • Manage all customer service reporting and call centre feedback to help drive efficiencies and increase self-serve.

Customer services and customer experience:

  • Working with the Head of CRM and CDS, drive the strategy for our customer service programme across the call centre, online account and website.
  • Working with the Head of CRM and CDS, create an omni-channel customer service strategy.
  • Working with the Head of CRM and CDS, lead the strategy for payment recovery and customer retention programme.

ABOUT YOU

  • Knowledge of HTML and SQL preferred
  • Knowledge and understanding of data and data processes
  • Previous experience in CRM, data marketing or email marketing
  • Customer journey mapping
  • Experience in engagement, re-engagement and retention strategies
  • Experience in using a CRM system with back-end system knowledge
  • Someone who lives and breathes excellent customer experience.
  • Analytical skills to forecast and identify trends and challenges

WHAT WE OFFER

At Hearst UK, you can choose from a huge range of perks and benefits that can help you learn well, work well and live well including:

  • 25 days’ holiday (with the option to buy up to 5 additional holiday days)
  • Hybrid working – Two days per week in the office
  • Discounted gym membership
  • Healthcare cash plan
  • Spend a charity day with your favourite good cause
  • Life assurance and pension scheme
  • Regular socials and more!

There’s more to your story than you imagine. And the next chapter begins right here.