CRM Manager

Bark.com; Greater London; On-site; GBP 40,000 - 80,000; Full time

Job summary

Join a dynamic and innovative company that is transforming how professionals connect with clients. As a CRM Manager, you'll play a pivotal role in shaping customer experiences and driving engagement through strategic CRM initiatives. This position offers the excitement of a startup with the stability of a well-backed firm. You'll collaborate with cross-functional teams, utilize cutting-edge technology, and have the opportunity to implement creative solutions that enhance customer satisfaction. If you're passionate about CRM and eager to make a significant impact, this is the role for you!

Benefits

Share options

Flexible working policy

Private health insurance

Personal annual L&D Budgets

Enhanced Gympass membership

Fully stocked kitchen

Cycle to work scheme

Regular wellness days

Access to mental wellbeing platform

Qualifications

• 5+ years experience in a CRM role with a focus on customer engagement.
• Expertise in ESP platforms and multi-channel CRM lifecycle automation.

Responsibilities

• Lead key CRM projects to enhance customer experience and retention.
• Collaborate with teams to develop data-driven campaigns and strategies.

Skills

CRM Strategy

Data Analysis

Customer Engagement

Project Management

Segmentation

Multi-channel Campaigns

ESP Platforms

Dynamic Content

Tools

Iterable

Data Visualization Tools

Job description

About Bark

Bark is revolutionising the way people find professionals in over 1,000 unique categories. As the UK's largest and fastest-growing services marketplace, we're on a mission to make finding the right professional quick and easy. With a presence in eleven countries and plans for further expansion, joining us at this genuinely exciting time will be a journey like no other.

Our cutting-edge technology ensures that you can always find the best professional for any job. With a talented team of over 200 dedicated individuals, we're committed to providing exceptional service and ensuring that our customers are satisfied every step of the way.

This is an exciting time to join our scaling business, we recently placed in the Sunday Times Best Places to Work 2024, and previously were64th in the Sunday Times 100 fastest growing private tech companies in 2023.

As a profitable scale-up, Bark is in a unique position to offer the best of both worlds; the excitement and agility of a start up combined with the financial security and backing of a renowned private equity firm, EMK Capital. You'll have ownership, agility, responsibility and stimulation without any of the worry.

About the Role

We have an opportunity for a dynamic and experienced CRM Manager to join Bark to help deliver a transformative new experience for our customers and professionals. Reporting directly into the Head of CRM, your time will be split between leading and delivering our CRM strategy and implementation. The CRM Manager will be experienced with delivering a range of CRM related projects with the aim of driving sessions and engagement from customers while ensuring professionals are successful and retained through subscription products and quality content.

Working autonomously & cross functionally, you will be passionate about all things CRM, consider the customer experience and feed in innovative ideas into our strategy whilst delivering a best in class CRM experience for our customers and retaining them for life.

Responsibilities

• Plan, collaborate & lead on key CRM projects across our new customer experience & professional subscription products.
• Delivering a range of cross channel customer/professional trigger and lifecycle communications, using data driven insights to develop campaigns that encourage repeat use of Bark
• Collaborate with Product, Engineering & Analytics teams to meet key results in a mission based working format - owning the CRM/Marketing element of the mission
• Proactively identify and define opportunities for growth based on customer insight, commercial awareness and competitor analysis
• Create relevant marketing content that responds to customer needs, to upsell and cross-sell, but also to build brand affinity and aid retention.
• Devise & own test and learn across a range of lifecycles & campaigns, planning strategy to hit KPIs
• Use our CRM platform (Iterable) to its fullest extent, including dynamic content, personalisation, automation canvases, segmentation & testing tools
• Plan and manage the delivery for CRM campaigns across email, SMS and push channels across multiple geographies

Required Skills and Experience

• 5+ years experience within a CRM role
• Proactive and autonomous across a broad range of CRM tasks & projects
• ESP platform expert with a minimum of 4+ years hands on platform experience
• Demonstrable experience in designing segmentation to use as part of a wider strategy
• Hands on experience in planning & delivering complex multi-channel CRM lifecycle automation including dynamic content and personalisation
• Proven experience owning test and learn of programmes and campaigns
• Strong experience using data visualisation tools to make decisions & make recommendations
• Comfortable dealing with technical elements on ESP platforms such as dynamic rules for content and personalisation
• Strong prioritising skills, work ethic, accountability and ownership
• Understanding of best practises with regards to email and deliverability

Perks and Benefits

• Share options in a rapidly growing company whose founders have a proven track record and are Private Equity backed
• Flexible working policy with a central office in London
• Private health insurance run by Bupa
• Personal annual L&D Budgets to spend on your development
• Enhanced Gympass membership for all employees with access to mental health courses and fitness classes
• Fully stocked kitchen and monthlylunches
• Cycle to work scheme
  
• Regular wellness days with industry leading talks through to massages in the office
• Access to Oliva - a mental wellbeing platform
• Being at the forefront of an industry with new and exciting problems to solve

Interview Process

• Screening Call with Talent Partner (30 mins)
• 1st Stage - Hiring Manager Stage (30/45/60 mins)
• 2nd Stage - Technical Task (60 mins)
• 3rd Stage - Values interview (30 mins)

Diversity Statement

At Bark, we are a platform for people, revolutionising the way professionals and individuals connect since 2014. Our culture is defined by excitement, ambition, and a commitment to raising the bar. We value diversity, equity, inclusion, and belonging (DEIB) and are dedicated to embedding these principles into everything we do. We are committed to fostering an inclusive environment where everyone can thrive, and our focus is on hiring, retaining and developing a globally diverse workforce that is passionate about excelling our platform and supporting our customers succeed. Be part of our dynamic team, where bold ideas thrive, and create a future worth shouting about.