Senior CRM Manager

Flagstone Group LTD; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading financial technology company seeks a Senior CRM Manager to drive their comprehensive CRM strategy. This role includes leading a team and collaborating with various stakeholders to optimize customer engagement and performance, all while working in a supportive and inclusive environment.

Benefits

Hybrid working

Competitive bonus scheme

Flexible benefits budget

Around the World scheme

Mental wellbeing support

Learning and development budget

Private health care

Life insurance and Income Protection

Matched pension contributions

Enhanced Parental Leave

Qualifications

• 5-7 years of CRM experience in B2B/B2C sectors.
• Expertise in CRM Marketing and email best practices.
• Strong analytical skills and ability to derive insights from data.

Responsibilities

• Own and manage end-to-end CRM communication strategy.
• Lead analysis and performance measurement of CRM campaigns.
• Identify opportunities to drive customer behaviour change.

Skills

CRM experience

Data analysis

Stakeholder management

Team leadership

Communication

Tools

Salesforce Marketing Cloud

Job description

Flagstone is many things. An online savings platform, reinventing how individuals, businesses, and charities manage, protect, and grow their cash. A diverse group of people, bound by a collaborative spirit, and shared purpose. And lastly, a thriving, profitable business – where smart people do their best work.

Each definition shares a common thread: our unique culture. It’s our pride and joy. And our competitive advantage.

A feel for our culture:

To revolutionise the savings market, we need to be at our best. But high performance takes more than talent – it takes a culture of kindness, respect, and growth.

That’s why we’re building a diverse, inclusive community, where your voice is heard and valued. Where, with close support and room to develop, you can surpass even your own expectations. And be rewarded for it.

We may not change the world, but wecan change the world of financial technology. And all it takes is a winning mix of drive, talent, and empathy. Our culture celebrates all three.

But enough about us. Let’s talk about you.

Does this sound like you?

We’re looking for an experienced and strategic Senior CRM Manager to join our Digital Marketing & CRM team driving the end-to-end CRM strategy across acquisition, activation, retention and cross sell of our customer audiences.

Reporting to the Performance Marketing Lead, this role will see you define the strategy and measurement approach while managing, developing and optimising lifecycle programmes that deliver meaningful customer engagement and commercial impact across the whole funnel.

You’ll manage two CRM managers and a CRM exec, collaborating closely with Marketing, Product, Data and Sales to ensure our CRM initiatives are insight led, customer centric and aligned with broader business objectives. Your ownership will be key in shaping the direction of our CRM comms strategy for key audiences and ensuring its successful execution across multiple channels and touchpoints.

What you’ll do:

• Own, define and manage delivery and implementation of the end-to-end communication strategy across email and push for our key audiences (Business / Consumer) ensuring inspirational, timely, relevant and personalised messaging that supports the full customer lifecycle and drives emotional engagement with the brand
• Manage and lead analysis and performance measurement of CRM campaigns, journeys and programmes – translating data into actionable insights and clear reporting with a focus on continuous improvement across all KPIs (Conversion Rate, Activation Rate, Retention Rate and LTV)
• Use customer data and insight to identify opportunities to drive customer behaviour change across the funnel - from acquisition and activation to growth, retention and churn/winback.
• Consistently drive ongoing optimisation, test & learn and tracking of audience performance
• Ongoing collaboration with Growth and Engagement Tribes and associated Squads – ensuring CRM Initiatives are aligned to business objectives, championing the biggest opportunities which maximise value and deliver results.
• Support and develop the team across BAU, operational and service-related campaigns alongside regular drum beat CRM Campaigns

What you’ll bring:

• 5 – 7 years of CRM experience including best practice techniques to drive maximum engagement and commercial results in both B2B/B2C contact strategies.
• Subject Matter Expert for CRM Marketing across email best practice and GDPR
• Hands on experience of Salesforce Marketing Cloud (MC)
• Confidence in data planning, campaign strategy and measurement across the funnel with the ability to socialise performance and results.
• Hands on in data analysis and measurement translating into clear insights and recommendations
• Operational excellence – the ability to translate ideas into action, implement processes within the team and drive improvement
• Strong stakeholder management skills with the ability to influence, align and proactively communicate effectively across teams, including Marketing, Product, Data and Commercial
• Effective people manager across x 2 CRM Managers and x 1 CRM Exec
• An excellent communicator with a proactive and collaborative mindset and the ability to build positive working relationships across the immediate team and broader business
• Comfortable operating in a fast paced and agile environment.
• Strategic thinker but with a hands-on approach and the ability to balance the long-term vision with day-to-day execution

How we reward you:

At Flagstone, the benefits extend beyond false gifts like “fruit and snacks”. Instead, we invest in your health, wealth, and professional development. Here’s a selection of our benefits:

• Hybrid working - Spend at least 1 day a week with your team in our collaborative London office
• Competitive bonus scheme - designed to reward and recognise high performance
• Flexible benefits budget - a pot to fund meaningful benefits for you, whether it's hormone or fertility testing, cancer screening, neuro-diversity coaching or something that matters for you.
• A range of salary sacrifice options to help you make tax efficient savings on electric cars, nursery schemes, home and tech goods.
• Around the World scheme - 3 months work from anywhere scheme
• Mental wellbeing support – Access therapy and mental health sessions through Spill
• Learning and development – £1,000 personal development budget to help you grow in your role.
• Private health care - Enjoy all the benefits AXA has to offer, including reduced gym memberships and medical history disregarded
• Medical cash plan - To help you with the costs of dental and optical expenses
• Life insurance and Income Protection- four times your annual salary for peace of mind
• Matched pension contributions up to 5%
• 25 days holiday - plus bank holidays, well-being days and volunteering days
• Enhanced Parental Leave – enhanced maternity, paternity and adoption pay.

All are welcome.

At Flagstone, we’re assembling a diverse team that defies our industry’s norms. Think this role could suit you? We encourage you to apply, no matter your background.

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