Customer CRM Manager

As the CRM Manager at Houseful, you will play a pivotal role in shaping and driving our customer relationship management strategies. Reporting to the Marketing Manager, the successful candidate will support on planning, developing and delivering the B2B (Customer) CRM strategy across our Estate Agents and New home developer database. You will ensure we maximise customer engagement, encourage contract renewals and upsell relevant products by providing data driven, personalised campaigns. 

Your role will include analyzing customer data to identify trends and insights, developing targeted campaigns, and collaborating closely with the sales and marketing teams to ensure a cohesive approach to customer management. You will also oversee the development of reporting tools and dashboards to monitor customer engagement and satisfaction.

Key Responsibilities: 

• Work closely with the marketing lead to develop and implement CRM strategies that drive customer engagement and loyalty
• Full accountability for managing the end to end email and push notification process for our CRM campaigns 
• Analyse customer behaviour and feedback to refine strategies and improve customer experiences.
• Collaborate with sales and marketing teams to ensure alignment in customer communication.

• Manage the CRM calendar, identifying new opportunities to meet and exceed our customers needs  

• Create strong working relationships with the content and design teams along with other areas of the business to meet tight deadlines and adhere to the Zoopla brand guidelines
• Have a proactive approach to suggesting and implementing new testing strategies 

• Manage and optimise the CRM system for effective data collection and reporting
• Lead on presenting back results and learnings confidently and  propose next steps
• Lead new data projects to power personalisation within retargeting campaigns 

• Understand the importance of segmentation to enhance and create new audiences and email journeys based on the data available, delivering the right message at the right time to our users.
• Stay ahead of trends. Monitor industry trends, conduct competitor research and best practices in CRM and customer experience
• Adhere to GDPR best practice and consult with in house legal and tech teams to ensure data quality is maintained. 

Essential Skills:

• A minimum of 3 years working in a CRM  digital or marketing role preferably within a B2B tech environment 
• Excellent time management/ organisation skills - ability to manage busy campaign schedules and stick to tight deadlines
• Exceptional attention to detail and ability to strictly follow process
• Basic HTML coding skills  with hands experience in design, build and execution of email marketing
• The ability to develop strong working relationships
• Good analytical skills - ability to analyse and interpret results. Comfortable presenting to senior stakeholders and using data to explain outcomes.
• Good written communication skills
• Hands on experience of  AB testing from coming up with hypotheses, craft the AB testing and providing analytics and insights.
• Proficient and willing user of technology
• Problem solver and fast learner
• Team player
• Self-motivated, “can do”, proactive attitude
• High energy approach

Desired:

• Line management 
• Experience coding HTML for email campaigns
• Experience working with Google Analytics, Salesforce and Pardot
• Experience producing high level reports with clear insights and recommendations 
• Experience with high level data entry and working within strict processes

• Everyday Flex - greater flexibility over where and when you work

• 25 days annual leave + extra days for years of service
• Day off for volunteering & Digital detox day
• Festive Closure - business closed for period between Christmas and New Year
• Cycle to work and electric car schemes
• Free Calm App membership
• Enhanced Parental leave
• Fertility Treatment Financial Support
• Group Income Protection and private medical insurance
• Gym on-site in London – or membership in regional offices
• 7.5% pension contribution by the company
• Discretionary annual bonus up to 10% of base salary
• Talent referral bonus up to £5K