Customer Relationship Management (CRM) Manager

Direct Line; London; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading insurance company in London is looking for a CRM Strategy Manager. You will be responsible for creating and optimising a customer-first CRM contact strategy while collaborating with various teams. Experience with multi-channel CRM activities and presenting strategies to stakeholders is essential. This role offers a hybrid work model, ensuring flexibility and a better work-life balance.

Benefits

9% employer contributed pension

Annual performance related bonus up to 10%

50% off home, motor and pet insurance

Additional optional Health and Dental insurance

EV car scheme

Generous holidays

Buy as you earn share scheme

Employee discounts and cashback

Qualifications

• Experience with direct-to-customer brands is essential.
• Familiarity with GDPR and PECR regulations is required.
• Experience presenting strategies to senior stakeholders.

Responsibilities

• Create, optimise, and manage a customer-first CRM strategy.
• Drive growth through customer action and multi-product holding.
• Ensure integration of online and offline customer journeys.

Skills

Multi-channel CRM activities delivery

High level of organisation

Customer obsessed

Data-driven analysis

Presenting strategies to stakeholders

Knowledge of data platforms

Job description

Overview

London (Riverbank House). This is a 12 Fixed Term Contract position.

Direct Line is evolving. Across every part of our business, teams are embracing new opportunities and putting customers at the heart of everything they do. Whether you're already part of Direct Line or thinking about joining us, you'll have the chance not only to be recognised for your skills, but also to build on them and be empowered to do your very best.

What You'll Be Doing

• Accountable for the creation, optimisation and overall performance of a customer first, Customer Relationship Management (CRM) contact strategy.
• Drive profitable growth from the implementation of CRM strategies. Measured by customer action and multi-product holding.
• Present plans and report on performance to stakeholders across the business including Customer & Marketing and Product teams.
• Partner with the wider business to deliver a customer first approach. Ensure that online and offline customer journeys are integrated to maximise performance/improve customer outcomes.
• Work collaboratively to ensure that data, measurement frameworks, benchmarks or tagging is in place to improve performance.
• Work with the CRM Activation Team to ensure that plans are delivered accurately and within timelines for test and roll-out.
• Execute all campaigns in line with business risk appetite.

Our hybrid model offers a \'best of both worlds\' approach. When you\'ll be in the office depends on your role and team, but colleagues spend at least 2 days a week in the office.

What You'll Need

• Experience working with direct-to-customer brands delivering multi-channel CRM activities (including DM, Email, SMS, and Apps)
• High level of organisation and comfortable working with multiple areas of a business to achieve integrated goals
• Is customer obsessed and familiar with data and privacy regulation (GDPR, PECR etc)
• Drive data-driven analysis and insights to improve campaign effectiveness and value to the business
• Experience presenting strategies and plans to senior stakeholders
• Experience working in a data driven marketing organisation with a knowledge of data platforms.

Benefits

• 9% employer contributed pension
• Annual performance related bonus – of up to 10%, dependent on personal and company performance
• 50% off home, motor and pet insurance plus free Green Flag breakdown cover
• Additional optional Health and Dental insurance
• EV car scheme
• Generous holidays
• Buy as you earn share scheme
• Employee discounts and cashback
• Plus, many more

We want everyone to get the most out of their time at Direct Line. Which is why we've looked beyond the financial rewards and created an offer that takes your whole life into account. Supporting our people to work at their best – whatever that looks like — and offering real choice, flexibility, and a greater work-life balance that means our people have time to focus on the things that matter most to them. Our benefits are about more than just the money you earn. They\'re about recognising who you are and the life you live.

Be yourself

Direct Line is an equal opportunity employer, and we think diversity of background and thinking is a big strength in our people. We\'re delighted to feature as one of the UK\'s Top 50 Inclusive Employers and are committed to making our business an inclusive place to work, where everyone can be themselves and succeed in their careers.

We know you\'re more than a CV, and the things that make you, you, are what bring potential to our business. We recognise and embrace people that work in different ways so if you need any adjustments to our recruitment process, please speak to the recruitment team who will be happy to support you.