CRM Manager

Overview:

🌍 Location: Old Street, London (hybrid 2 days in office)

💷 Salary: £40,000-£55,000 a year

🕝 Hours: 40 hrs/week, 7am – 7pm core hours

🏢 Department: CRM

📈 Experience level: Mid-Senior

About us:

TotallyMoney is the free personal finance app that gives people the plans, products and help they need to unlock a life of more choices. It’s all about creating a fairer financial world where people who’ve been left behind can make their financial data work for them. Put simply, we help them move closer towards their financial goals.

We’re a diverse bunch from different backgrounds, united by a company culture that promotes autonomy, collaboration and innovation. We’ve even been voted one of the UK’s Best Companies to Work For!

If you want to join our mission to help the UK’s most under-served consumers — we want to hear from you!

Role summary: 

A successful CRM Manager at TotallyMoney is a person who is analytical, data-driven, detail-oriented, and has good communication and interpersonal skills. You will work closely with the commercial, product, and brand marketing teams to ensure our CRM system effectively supports our business goals.  You are able to work independently, with guidance from more senior members of the team.

Main areas of responsibility: 

Campaign Management

• Develop, implement, and execute CRM campaigns to enhance customer engagement and contribute towards business objectives
• Implement split testing to optimise campaign performance and conversion rates
• Create CRM workflows for automations, and discretionary campaigns on ad hoc basis
• Ensure standardised campaign setups in Blueshift
• Document workflows and test results to be shared with stakeholders
• Translate business objectives into clear creative briefs that provide direction to the creative team
• Communicate any constraints or dependencies that may impact the creative process
• Offer clear and constructive feedback to the creative team throughout the development process

Data Analysis and Segmentation

• Use data insights to make informed decisions to create targeted CRM campaigns to increase conversion rates
• Utilise data segmentation to tailor messaging based on customer preferences and behaviours
• Monitor and share key performance metrics to track progress towards business goals, and identify areas for optimisation and improvement
• Ensure continual learning is achieved from campaign performance and shared, along with resulting actions, with the business

Collaboration

• Work closely with stakeholders to understand project objectives, target audience, messaging goals, and desired outcomes
• Collaborate with Data team on segmentation and requirements for customer attributes
• Collaborate with the Creative team to brainstorm and develop ideas that align with business objectives and target audiences
• Coordinate with cross-functional teams and stakeholders to ensure alignment on creative direction, messaging, and targeting

Mentoring and Training

• Support in training and mentoring of junior team members by guiding CRM best practices, campaign insights, and Blueshift/ThoughtSpot usage

Data protection and financially regulated services

• Good understanding of data protection and best practice within a regulated environment

Effective Communication

• When communicating internally, always aim to be as structured and concise as possible. In most cases, most people from the business should be able to read and understand your points with ease.
• Always follow a “problem -> objective -> solution” flow when proposing new initiatives

Performance management

• You proactively report on the performance metrics of the projects you are involved in, from a CRM perspective
• You build your own reports in ThoughtSpot / our self-serve data analysis tool and rely on other teams when the task required is above your technical skill level

Project and Task ownership

• When you are the owner for a project, you are on top of the workstream, even if it doesn’t require your direct input. You are looking to deliver projects in a timely manner, unblock other colleagues and take responsibility for the outcome of the projects that you manage.
• If something goes wrong, it isn’t your fault, but it is your responsibility to fix it.

Disagree and commit

• When working on a project with multiple stakeholders, you voice your opinions and informed concerns in a structured manner. If afterwards the project owner decides to go in a different direction, then your responsibility is to support the project, and commit to seeing it get done with a high level of quality, and in a timely manner.
• Decisions don’t always have to be made by consensus, and we try to avoid “design by committee” on everything.

Drive outcomes

• You always aim to drive positive outcomes for the business. This will sometimes require you to go outside of the space of the CRM team, and you should feel comfortable with doing so.

Proficiency with work tools

• You are comfortable with the ins and outs of using Blueshift and ThoughtSpot
• If there is a skill gap that you identified, you communicate with your manager in order to look for development opportunities

We know people, especially those from marginalised backgrounds, may hesitate to apply if they don’t meet all the requirements. Please apply anyway. We don’t expect you to be the complete package, just show us you have ambition and a willingness to learn.

What you’ll get from us:

Working at TotallyMoney has its perks. When you join the team you’ll get:

• 🏢 Hybrid working — We operate a hybrid policy. 2 days of your choice in our office.
• 🕜 Flexible hours — Our core hours are 7 am to 7 pm. Fit your hours within that, however you like.
• ⛱️ 25 days of annual leave (plus 8 bank holidays), 2 additional free days off at Christmas time, and the option to purchase an extra week off.
• 🌅 40 days to work abroad — make us jealous of your stunning view.
• 🍼 Parental leave so you can spend time with your new bundle of joy.
• 💜 2 days leave to volunteer for whatever causes you’re passionate about! Plus, the opportunity to give back during work with a range of monthly charity events.
• 😷 Unlimited sick leave so you can take the time you need to get better.
• 🩺 Vitality Health Insurance and reward scheme (inc. 50% off Virgin Active gyms, free access to headspace and so much more).
• 🎁 Perkbox membership for a range of great discounts and freebies.
• 🚲Cycle to Work scheme and great on-site facilities to accommodate those who choose to cycle or run to work.
• 🤲 Prayer/quiet room with privacy curtain and prayer mats.
• 💹 Auto-enrolment pension scheme with Scottish Widows.
• 🧠 Mental health and well-being perks include talking therapies with Self-space and ‘in-the-moment’ assistance via our Employee Assistance Programme by Viviup.
• 🐶 You’ll find a pup or 2 around our dog-friendly office.
• 💃 2 annual company socials, regular team socials throughout the year, and an all-company invitation to Thursday drinks (ping pong and darts optional).
• 🥐 Free breakfast on Thursdays at our company morning meeting.
• 🍫 Snack jars filled with goodies, coffee machines with Caravan coffee, and a great range of herbal teas — help yourself!
• ⚽ Hobby clubs and activities like football, badminton, Catan, and book club — you could even start your own!
• 📚 A cultural focus on learning and development with in-house and external training is a part of our monthly company agenda.
• 🌱 FORA building membership with access to various in-building perks such as socials, breakfasts, a running track, and fitness classes.

The Hiring Process:

Once we’ve received your application, we’ll take a good look before getting in touch with you to discuss the next steps of the process. This will include:

• A quick phone screen with our People team (15 mins)
• A first-round interview with our Head of CRM (45-60 mins)
• A second round interview with members of our wider CRM team, and others in the business you’ll work closely with, including a pre-prepared task presentation which we will ask you to prepare in advance (90 mins)
• A final round chat with our CDO (30 mins) and CEO (30 mins)

How to apply:

The wonderful Bogdan (Head of CRM) is managing the hiring process for this role.

If you have any questions, you can reach out to the People Team at peopleteam@totallymoney.com

Want to join our ambitious team? Fill in your application and submit today!

Our commitment to diversity and inclusion:

At TotallyMoney, we’re committed to being an inclusive and diverse employer, and welcome applications from all sections of society. We have an active DE&I (Diversity, Equity and Inclusion) committee led by employees and continually work on our DE&I efforts. We believe everyone has potential, regardless of race, religion or belief, ethnic origin, physical or mental ability, social background, age, nationality, marital, domestic, or civil partnership status, sexual orientation, gender identity, or any other differences that make you, you.