CRM Manager

The British American Tobacco Group; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is on the lookout for an Omnichannel CRM & Consumer Care Deployment Manager to spearhead innovative CRM strategies in London. This dynamic role involves leading a team to enhance consumer engagement and operational excellence. You'll be at the forefront of developing omnichannel strategies that align with business objectives while managing cross-functional projects and ensuring compliance. Join a forward-thinking company that values innovation and offers a competitive benefits package, including health plans and career development opportunities. If you are passionate about consumer-centric approaches and thrive in a collaborative environment, this is the perfect opportunity for you.

Benefits

Competitive bonus

Health plans

Flexible holidays

Online learning

Career development

Inclusive work environment

Qualifications

• Proven experience in CRM and Consumer Care with strong team management skills.
• Technical knowledge of CRM systems and compliance standards.

Responsibilities

• Manage daily CRM & Consumer Care activities and lead a team.
• Develop omnichannel strategies and optimize processes for compliance.

Skills

CRM Management

Team Leadership

Omnichannel Marketing

Project Management

Data Analysis

Stakeholder Engagement

Education

University degree in Digital Marketing or eCommerce

Salesforce certifications

Tools

Salesforce Marketing Cloud (SFMC)

Digital Marketing Tools

Job description

British American Tobacco UK is seeking an Omnichannel CRM & Consumer Care Deployment Manager in Chiswick, London, to lead and manage CRM and Consumer Care programs, ensuring effective deployment and operational excellence.

Role Objectives: Manage daily CRM & Consumer Care activities, lead a team, and support business growth through consumer-centric strategies, operational management, and stakeholder engagement.

Key Responsibilities:

1. Develop and implement omnichannel strategies aligned with business goals.
2. Oversee deployment, manage support teams, optimize processes, and ensure compliance.
3. Coordinate cross-functional projects, manage budgets, and lead operational improvements.
4. Ensure system security, data integrity, and compliance with regulations.
5. Analyze performance metrics, generate reports, and provide insights for continuous improvement.
6. Foster a culture of innovation and consumer obsession within the team.

Requirements:

• Proven experience in CRM and Consumer Care, team management, and omnichannel marketing.
• Strong project management, stakeholder engagement, and data analysis skills.
• Technical knowledge of CRM systems (e.g., SFMC), digital marketing tools, and compliance standards.
• University degree, preferably in Digital Marketing or eCommerce; Salesforce certifications preferred.

Benefits: Competitive bonus, health plans, flexible holidays, online learning, career development, and inclusive work environment.