CRM Analytics Support Manager

Vacancy Information

We have a fantastic opportunity to join the CRM Team at Greggs as CRM Analytics Support Manager.

You will play a key role in the CRM Team, using data to inform everything we do. You’ll have a clear understanding of all CRM activity in play at any given time in order to help the CRM Team understand what may be influencing behaviour.

We can offer you:

• 25 days (5 weeks) annual leave, pro-rated, increasing with service (in addition to bank holidays), plus 1 additional floating day

• Management Bonus Scheme which is worth up to 10% of your salary

• Profit share: We want everyone to share in the success of the business, so we distribute 10% of our profits to all our employees who have at least 6-month service, or more, each year

• Private Medical Insurance which is free for you and subsidised for your dependants

• Permanent Health Insurance which is a replacement income scheme

• You will automatically join our Greggs pension scheme which is a fantastic way to save for your retirement and allows you to benefit from employer contributions and tax advantages

• Defined contribution management pension scheme

• Death in service benefit which provides a lump-sum payment equal to 4 times your year’s salary

• Colleague discount, up to 50% off our own-produced products

• Share save schemes that let you buy discounted Greggs shares, by saving a set amount of money over a fixed time, to have an even bigger share of our profits

• Career progression and learning and development

• Employee Assistance Programme; A free, confidential helpline, offering advice and support with financial, relationship, work-related and wellbeing issues, 24 hours a day, 365 days a year. Including a mobile app providing a range of wellness content on physical, mental, social, and financial wellbeing

• Perks and savings, such as digital gift card discounts, online cashback, in-store and online coupons and lifestyle offers

• Cycle to Work scheme

• A company who cares about our communities; the environment and being a better business! Click here to read about The Greggs Pledge

• Colleague Networks – internal groups where colleagues and their allies can share their own experiences, offer feedback on the way we do things at Greggs, and provide support to one another

What you'll do

• Analyse changes in our customer database and making recommendations.
• With a passion for driving customer engagement, you’ll drive forward how we inform and measure campaigns and proactively deliver analysis to help develop plans for engaging key customer segments, working closely with your colleagues in CRM to do so.
• Be responsible for a set of CRM dashboards and play a key role in the integration of CRM data into wider BI dashboards, using these to proactively look for trends in data to suggest opportunities and make recommendations to take Greggs CRM to the next level. As well as this, you’ll support on any ad hoc reporting requests from the team as and when needed.
• Inform the scheduling and delivery of comms across all channels and have a clear understanding of all CRM activity in play at any given time in order to help the CRM Team understand what may be influencing behaviour, and provide recommendations based on this.
• Proactively monitor and inform segmentation across campaigns and automated customer journeys, helping drive timely, relevant, and valuable communications for different customer segments, providing logical and data-based reasoning.
• Manage and continuously develop a control group of opt-ins, leading the team on thinking/reasoning behind this.
• Provide monthly analysis of our opted-in base and how it differs to control group and opted-out base in terms of FOP, ATV & revenue per customer, plus what campaigns/customer journeys contribute to this.
• Provide regular analysis of our customer base segments, movement between segments and how much each segment is worth in terms of FOP, ATV & revenue per customer, plus what campaigns/customer journeys contribute to this.
• Provide ad hoc analysis, as and when required, to support CRM colleagues & Senior management.
• Lead the thinking on best practice analysis for all aspects of CRM, using logical and data driven reasoning.
• Drive forward campaigns analysis, supporting the CRM Campaigns Support Manager where appropriate on their monthly analysis, providing deeper insights into customer behaviour on priority campaigns.
• Plan and execute regular automated customer journey analysis, working collaboratively with the CRM Automations Support manager to share findings/recommendations with the team.
• Play a key part in a cross-team analytics forum, sharing regular updates on how we are performing as a team in this forum and across the business.
• Upskill other teams on CRM analysis, helping them to understand the types of analysis we can provide and any complexities around this, as well as helping them to interpret the data, sharing any conclusions and recommendations.

About you

• You’ll be comfortable working cross-functionally with colleagues in insight, performance and finance and you’ll take initiative in sharing key findings and pieces of analysis with stakeholders across the business.
• You’ll have a clear presenting style, as a key part of your role will be analysing and interpreting data and sharing it in a way that the rest of the team will understand.
• Have proven experience in leading on analysis and recommendations to a CRM Team/Marketing Team.
• Experience in reporting on the impact/effectiveness of campaigns across digital channels.
• A track record of using data to inform decisions.
• Experience with PowerBI software.
• Experience working in a dynamic CRM Team, ideally in a customer facing FMCG business.
• Exposure to personalisation technologies and awareness of the capabilities of the latest CRM tools.
• Experience in using an omni-channel execution platform.

About Greggs

Here at Greggs, we love what we do, and we have fun! What makes Greggs so special is our culture – the way we are, the way we behave and the way we support each other. We're hard-working, but above all else we're family; and it doesn't matter who you are, where you're from or what your favourite bake is, we’d love you to join us! We want everyone to feel welcome at Greggs and our colleagues to be able to be themselves at work, whatever their background, preferences, or views.