CRM Adviser

Co-op; Manchester; Hybrid; GBP 38,000 - 45,000; Full time

Benefits offered by this job

Annual bonus

28 days holiday

Employer pension up to 10%

Onsite gym access

Employee discounts

Pay on demand (Stream)

Virtual healthcare

24/7 support

Training and progression

Cycle-to-work

Job summary

Co-op is seeking a motivated CRM Adviser to join the Life Services Marketing team in Manchester on a hybrid basis. You will plan and deliver CRM campaigns across email, SMS, direct mail and in-product messaging, using customer data to drive personalised journeys.

Join a growth-focused team and help optimise campaigns, segmentation and testing, ensuring compliant, customer-centered communications across insurance, funeralcare and legal services.

Qualifications

• Experience supporting or delivering CRM, customer lifecycle or direct marketing campaigns.
• Working knowledge of CRM and marketing automation platforms (e.g., Salesforce) and email platforms.
• Experience with customer data, segmentation and campaign targeting.
• Excellent attention to detail and ability to manage multiple campaigns.
• Confidence interpreting campaign performance data to drive improvements.
• Experience in regulated or compliance-led environments.
• Collaborative approach and ability to work with cross-functional teams.

Responsibilities

• Plan and deliver CRM campaigns across email, SMS, direct mail and in-product messaging.
• Support creation and optimisation of customer journeys while meeting regulatory requirements.
• Launch campaigns and perform QA checks to ensure accuracy and readiness.
• Manage audience segmentation, data selections and suppression for accurate reach.
• Collaborate with creative, content and product teams on briefs and delivery plans.
• Monitor campaign performance and derive insights to improve engagement and retention.
• Support A/B and multivariate testing to continuously improve customer experiences.
• Work with internal CRM teams and external partners to meet governance standards.

Skills

CRM campaigns

Lifecycle marketing

Data segmentation

Campaign analysis

Compliance awareness

Collaboration

Tools

Salesforce

Better.email

Job description

CRM Adviser

£38,000 to £45,000 plus great benefits (Work Level 6A)
12-month fixed-term contract
Manchester City Centre, in this role you'll work in a hybrid way splitting your time between home and coming into the office at least once a week (find out more about our hybrid working policy at https://jobs.coop.co.uk/hybrid-working-policy ).

We're looking for a motivated, customer-focused CRM Adviser to join our Life Services Marketing team at Co-op during an exciting period of growth and investment in new technology. CRM (Customer Relationship Management) plays an important role in helping us deliver personalised communications and experiences across our Insurance, Funeralcare and Legal Services businesses, supporting customers through some of life's most important moments.

Why this job matters

The right communication at the right time can make a real difference. Using customer insight, data and testing, you'll help create engaging CRM campaigns and customer journeys that build trust, strengthen relationships and support business growth. You'll also make sure our communications are relevant, compliant and genuinely useful to the people receiving them.

What you'll do

• Plan and deliver CRM campaigns across a range of channels, including email, SMS, direct mail, outbound calling and in-product messaging
• Support the creation and optimisation of customer journeys, balancing customer needs with regulatory and compliance requirements
• Launch campaigns and test initiatives within agreed timescales, carrying out thorough quality assurance checks to make sure everything is accurate and customer-ready
• Manage audience segmentation, data selections and suppression processes to ensure communications reach the right customers at the right time
• Work with colleagues across creative, content and product teams to coordinate campaign briefs, assets and delivery plans
• Monitor campaign performance and turn data into actionable insights, identifying opportunities to improve engagement, conversion and retention
• Support A/B and multivariate testing activity, helping us continuously learn, optimise and improve customer experiences
• Collaborate with internal specialists, CRM platform teams and external partners to ensure all activity meets legal, regulatory and governance requirements

What you'll bring

• Experience supporting or delivering CRM, customer lifecycle or direct marketing campaigns
• Working knowledge of CRM and marketing automation platforms, such as Salesforce or similar tools, alongside email production platforms such as better.email or equivalent
• Experience working with customer data, audience segmentation and campaign targeting
• Excellent attention to detail, with the ability to carry out thorough quality assurance checks and manage multiple campaigns effectively
• Confidence interpreting campaign performance data and using insights to recommend improvements
• Experience working within a regulated or compliance-led environment
• A collaborative approach, with the ability to build strong relationships and work effectively with a range of teams and colleagues

Why Co-op?

At Co-op, we're owned by our members. And because we're owned by you, we can do right by you. So when you join us, you're not just taking a job, you're joining a movement. We're an organisation that puts people and communities first, and we're powered by purpose. We want this to be a place where you can thrive, so you'll also receive:

• An annual bonus (based on personal and business performance)
• 28 days holiday (rising to 32 with service) plus bank holidays
• A pension with up to 10% employer contributions
• Access to a subsidised onsite gym (at our Manchester HQ)
• 30% discount on Co-op products and 10% off other brands
• Stream - early access to a percentage of your pay as you earn it
• Virtual healthcare including GP appointments, mental health support, nutrition and fitness advice
• 24/7 colleague support service
• Training and support for your development and career progression
• Cycle-to-work scheme

A place you'll belong

We're building diverse and inclusive teams that reflect the communities we serve. We welcome applications from everyone and are committed to creating a workplace where colleagues can feel like they belong, supported by our inclusive policies and the ways we work.

We're proud to be part of the Disability Confident scheme and offer interviews to disabled candidates who meet the minimum criteria for a job. If you need any adjustments during the recruitment process, we'll support you.

Learn more about our recruitment process at jobs.coop.co.uk/apply-process and our inclusion commitments at jobs.coop.co.uk/diversity-inclusion.

As part of your application, you'll need to complete an online assessment. This assessment typically takes up to 50 minutes. If you're a current Co-op colleague, this does not need to be completed.