Global CRM Strategy & Journeys Lead

PENTLAND; Greater London; Hybrid; GBP 55,000 - 90,000; Full time

Benefits offered by this job

Discretionary bonus

Hybrid working

Flexible hours

Holiday allowance

Product discounts

Sample sales

Family-friendly policies

Healthcare support

Gym discounts

Cycle to work

Electric car scheme

Competitive salary

Job summary

Pentland Brands is seeking a CRM Manager to lead global customer relationship management planning across Email, SMS and emerging channels. You will manage a team of CRM Planning Executives, shape journeys, segmentation and testing, and translate brand priorities into customer-centric campaigns across brands and markets.

Working in an ESP/CDP environment, you will partner with Brand, Ecommerce, Trade and Insights teams, own the end-to-end CRM briefing process, and drive incremental value through

Qualifications

• Experience within CRM, lifecycle marketing, email marketing or a closely related discipline.
• Previous experience managing or developing CRM, marketing or planning team members.
• Strong CRM planning and customer journey experience.
• Proven stakeholder management skills within a complex, matrix organisation.

Responsibilities

• Manage and develop a team of CRM Planning Executives supporting the full Pentland Brands portfolio globally.
• Manage CRM activity across Email, SMS, WhatsApp and other CRM channels as the channel mix develops.
• Set clear priorities and allocate CRM planning resource across brands, markets and business requirements.
• Build capability within the team across journey planning, segmentation, measurement and stakeholder management.
• Balance commercial requirements with customer relevance, engagement, contact frequency and longer-term retention objectives.
• Work with Creative and Brand teams to ensure content, messaging and offers are appropriate for different customer segments.
• Act as a key CRM contact for Brand, Ecommerce, Trade, Creative, Insights and other internal stakeholders.
• Own the end-to-end CRM briefing and planning process.
• Build testing plans covering areas such as audience, creative, messaging, cadence, offers and journey structure.
• Support the development of incrementality, holdout and test-and-learn approaches.

Skills

CRM Planning

Customer Journey

Stakeholder Management

Team Leadership

Project Management

Email Marketing

Tools

Ometria

Braze

Salesforce Marketing Cloud

CDP

Job description

Pentland Brands is seeking a CRM Manager to lead global customer relationship management planning across Email, SMS and emerging channels. You will manage a team of CRM Planning Executives, shape journeys, segmentation and testing, and translate brand priorities into customer-centric campaigns across brands and markets.

Working in an ESP/CDP environment, you will partner with Brand, Ecommerce, Trade and Insights teams, own the end-to-end CRM briefing process, and drive incremental value through