Job Description:

Job Title:  CRM Project Manager
Reports to : CRM Leadership Team
Location: Bath

Purpose of the role:

As CRM Project Manager, you will be acting as the CRM Client Lead and be responsible for the CRM Project Management of day-to-day activity within the agency and also between Response One and a number of existing clients.

Main Responsibilities:

Responsibilities will include but are not limited to:

Client & Supplier Management

  • Project Management of all CRM client initiatives, using Project Management processes, tools and principles.
  • Attend client meetings as required, taking detailed minutes & sending full reports to attendees
  • Support the CRM clients in the delivery of multi-channel engagement strategies and communications plans that drive acquisition, retention and cross-sell.
  • Work with the CRM team to identify and deploy new and impactful ways to connect our clients with their customers.
  • Work alongside the analysis/insight teams to deliver the client CRM projects.
  • Interpret analytical and research output, answer the ‘so what’, and use this to inform CRM planning activity and recommendations.
  • Ensure CRM plans align to the strategic and operational objectives of the client and are agile enough to react to changes in market conditions.
  • Work with the senior team across our business to identify and deploy new and impactful ways to connect our clients with their customers.

Account Administration 

  • Manage workflow documents, ensuring that status of all CRM projects is update to date at the end of each working day.
  • Compile monthly status reports for all CRM clients.
  • Responsible for all aspects of CRM Project financials, from cost estimates, POs, processing invoicing and the on-going update of the agency’s financials central system.
  • Provide regular reporting on client activity for both the client and the client internal teams.

Campaign Management

  • Work closely with the CRM team to ensure the campaign briefing process enables all marketing campaign queries to be handled smoothly and efficiently.
  • Management, development and execution of all email marketing and data activities based on specific customer segmentation, campaign or behavioural change objectives.
  • Identifying and driving new data collection opportunities/projects.
  • Continuously optimise the performance of campaigns through working with the Analysis team and tracking individual campaign KPIs.
  • Perform detailed and on-going competitor and market analysis.

Skills & Experience:

  • Solid experience of understanding and developing customer strategies, customer journeys and actionable recommendations and briefs.
  • Understanding of data and insight and their role and usage within a marketing strategy and direct communications environment (you will have access to a data and insight team).
  • Understanding and interest in CRM/data insight/manipulation and use / application for CRM marketing.
  • Confident with strong communication skills.
  • Strong organisational skills with proven ability to handle multiple projects in a fast paced environment and execute tasks under pressure.
  • An interest in new technology and how it can be deployed to improve customer experience.
  • Can remain flexible; comfortable adapting approach based on client requirements and desires.
  • A basic understanding of all marketing channels (both online and offline), and how these can and should be used.
  • Perfectly at ease in front of clients, leading meetings and workshops; strong customer focus.
  • Can write and deliver strong, inspirational, presentations where every statement is supported by evidence.

The Benefits:

  • Pension scheme
  • Healthcare
  • Life assurance
  • Discretionary bonus scheme
  • Generous holiday allowance
  • Plus more…

Why should you apply?

  • Excellent benefits
  • Growth and advancement opportunities
  • A great team of people
  • Relaxed working environment

Interested in applying for this role?

For a full job description and details of how to apply, please contact Hannah at