CRM Delivery Manager

Informa is a leading academic publishing, business intelligence, knowledge and events business, creating unique content and connectivity for customers all over the world. It is listed on the London Stock Exchange and is a member of the FTSE 100.

Taylor & Francis Group operates globally and produces high quality, peer reviewed books and journals. We produce unique, trusted content by expert authors, spreading knowledge and promoting discovery globally. We aim to broaden thinking and advance understanding, providing academics and professionals with a platform to share ideas and realize their individual potential.

Our purpose is to foster human progress through knowledge.  We strongly believe that this requires us to encourage and examine different ideas and voices, so that any work that meets our exacting levels of quality deserves to be included in our publications. This requires open minds, the opportunity for robust debate, and the courage to defend perspectives that stand up to scrutiny, even if they conflict with our personal beliefs or values. Because that’s the only way to find the best obtainable version of the truth and, ultimately, foster human progress. If you agree, then we’d love to hear from you.

Due to our current CRM Delivery Manager going on maternity leave we are now looking for someone on a 12 month basis to fill this role from 6th January 2025.

The CRM Delivery Manager will be responsible for expertly contributing to marketing business planning and outcomes within the global email strategy, delivering on corporate priorities and business opportunities.

With a focus on engagement and demand generation, the CRM Delivery Manager will create and demonstrate email best practice, developing high-impact and personalised campaigns to drive content consumption and generate sales leads – based on briefs from the marketing planning teams.

Key Accountabilities

• Work with marketing planning teams to advice on best practice email plans
• Use channel expertise to execute campaign/one-off emails (working with stakeholders in content and CRM teams)
• Measure campaign level performance and report back to planners along with recommendations
• Build and execute test, learn & optimise plans to improve email performance and share learnings with wider teams to improve campaign performance and sharing results with campaign planners
• Take responsibility for best practice use of email channel
• Manage team workflow and prioritisation and one-off email calendar
• Acts as an expert and a thought leader influencing internal solution innovations, core marketing strategies, and external company perception
• Expertise in gathering and interpreting requirements and interrogating, and using, data; actively using this information to drive improvements.
• Find innovative ways to integrate digital strategies and technology into best practices
• Undertake and support market research to understand customer, competitor and industry developments, feeding outcomes into own plans and those of the wider specialism area
• Contribute ideas for, and feedback on, potential new products and/or services.
• Maintain reports, budgets, trackers as required, analysing performance of products, services and activities carried out
• Contribute to driving a culture of high-performance and continuous improvement

People Management Responsibilities:

• Lead, performance manage and develop direct reports, fostering a culture of high-level performance, motivation, quality, efficiency and innovation in the team helping to encourage new ideas and constructive feedback
• Effectively coach employees to deliver on commercial objectives and personal development goals
• Effectively cascade business critical news and information and connect business goals to the individuals on your team
• Act as an advocate for direct reports and the team in general, influencing upwards to Senior Management where required; and ensuring direct reports and team understand Senior Management business objectives and goals

We expect the approximate balance of Delivery to Management to be as follows: 

People Management/Planning & Distribution of Resources/Admin/Stakeholder Engagement = 80%

Delivery = 20%

In order to be successful in this role you will have:

• A high degree of understanding of market conditions and commercial opportunities
• Expertise in email and automated marketing execution and understanding of the latest customer engagement tactics
• Good knowledge and demonstrable experience of marketing automation tools (ideally Marketing Cloud and/or Pardot)
• Experience of planning, delivering and reporting on business strategic activities that drive organizational growth
• Ability to manage own time and set own priorities
• Excellent relationship building, influencing and networking skills
• Dedication to learning and self-development
• Demonstrable leadership and people-management skills
• Successful experience in leading a delivery team, product portfolio or customer channel

Skills and Behaviours Required

• Excellent understanding of best practice email strategy, execution and testing
• Ability to deliver best practice email using Marketing Cloud/Pardot
• Ability to understand data analytics and turn to insight/action
• Understanding of good data practices and legislation
• Ability to gather and analyse customer and market data from multiple sources and make effective decisions based on it
• Ability to effectively present information to variety of stakeholders
• Works collaboratively with others to build strong partnerships, both internally and externally
• Has a "Customer Champion" type mentality
• Manages the implementation of change through positive behaviour and attitude and contributes ideas of how to best manage and implement changes based on customer needs
• Ability to inspire others towards a common vision or goal
• Develops and implements innovative ideas that improve work processes or results
• Maintains advanced knowledge of new marketing/industry trends
• Excellent project management skills
• Uses business acumen gained from learning and past experiences to improve effectiveness and working practices
• Ability to deliver effective performance feedback with strong ability to coach and mentor
• Strong delegation skills

(Please note that you must have the right to work and live in the UK to be considered for this role.)

Location: This maternity cover contract is offered on a balanced working model with the successful candidate using our Milton Park (Oxfordshire) location as their office hub once or twice a week, with the remaining time working from home.  

Closing Date: Applications will close on 12th December 2024 - but please note that applications are shortlisted on a rolling basis, and we will be interviewing alongside advertising, so we encourage you to apply at the earliest opportunity. 

What we offer in return: 

• A competitive salary + bonus
• An excellent work/life balance with a fantastic, flexible working culture
• 25 days annual leave per year plus a day off for your birthday 
• 3 additional discretionary days off during the holiday season at the end of the year 
• 4 paid volunteering days each year 
• Company funded single cover private medical insurance  
• Employee assistance programme – offering 24/7 well-being support 
• Share Match – Plan that matches every share purchased with two free shares. 
• Pension scheme 
• Life assurance, plus optical and medical care

Being Yourself at Taylor & Francis 

If you’re excited about working with Taylor & Francis to foster human progress through knowledge, we invite you to apply even if your existing skills and experience don’t fit every item listed above. At Taylor & Francis, we are at our best and most successful when colleagues can be themselves and make a contribution regardless of their identity or background. As a colleague, you will have the opportunity to further innovate and develop in areas that you are passionate about. Our goal is to empower you with the resources, incentives, and flexibility you need to enjoy success at work and to live a healthy, balanced life. 

Taylor & Francis is proud to be an Equal Opportunity Employer. We believe in and value diversity of people and thought, fostering a supportive and inclusive environment where all colleagues can learn and succeed as their true selves. Taylor & Francis recruits, develops, and retains colleagues without regard to any protected personal characteristics or other non-merit based factor. 

We genuinely care about our colleagues, promoting work-life balance, wellbeing, and flexible working. We believe that the skills and experience you bring to Taylor & Francis are invaluable. We want you to have the opportunity to develop your abilities, and to innovate and develop in areas which you are passionate about. To find out more about our business and the great career opportunities please go to our Careers Site: http://www.taylorandfrancisgroup.com/careers 

Or better yet check out our LinkedIn ‘Life’ Page, highlighting our accomplishments, employees, and company culture. It’s also a good way of meeting our recruitment team, who will be happy to advise you on your journey here at T&F. 

https://www.linkedin.com/company/taylor-&-francis-group/life/79e0c27c-afdf-4bbb-84e6-5f8ed5e10bb8/ 

Taylor & Francis Group an Informa Business

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed.  As such, Informa is proud to be an Equal Opportunity Employer.  We do not discriminate on the basis of race, colour, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, citizenship, or other protected characteristics under local law.    This role may also be available on a flexible working or part time basis – please ask the Talent Acquisition team for more information. 

To find out more about our business and the great career opportunities please go to our Careers Site: https://taylorandfrancis.com/careers/