CRM Campaigns Support Manager

Your purpose:

You will play a key role in the CRM Team - planning, delivering and optimising Greggs campaign driven communications strategy to drive customer engagement & incremental value through CRM. Working across the CRM, brand, insight and commercial teams, you’ll create data driven campaigns supporting our brand and commercial strategies, continually testing new content and optimising our CRM content across all campaign activity.

How you will deliver this:

With a passion for driving customer engagement, you’ll develop plans for engaging key customer segments, building our new content and channels to deliver a fully integrated digital experience – developing testing strategies across channels including email, push notifications, SMS, app and social will be key to how you help us continually improve.

You’ll work closely with our CRM Analysis Support Manager to analyse campaigns and deliver continuous learnings and insight. You’ll also work closely with the CRM Automations Support Manager and cross-functionally with our brand communications teams and other key stakeholders across the business to ensure communications are timely, relevant and valuable for the customer and brand tone of voice and creative standards remain consistent across channels.

What’s in it
for you:

• A pivotal role in one of the UK’s leading food-to-go companies
• The opportunity to develop your profile and career in one of the UK’s leading and best
  loved brands
• A competitive salary and generous benefits package
• Playing an important role within a high performing team who believes in its values

Accountability  

Develop a BAU comms plan that drives both brand engagement and commercial performance, ensuring we deliver to a consistently high standard across everything we do

KEY TASKS

• You’ll build our campaign comms calendar to deliver an exciting calendar of comms that balances data driven campaigns alongside commercial and brand driven initiatives whilst remaining timely, relevant and valuable for customers
• You’ll deliver best practice and innovative creative comms that align with brand standards and TOV with an impeccable level of attention to detail
• You’ll work with key stakeholders across the business to understand their requests for support and manage requests in line with other priorities and our comms calenda
• You’ll work collaboratively with the CRM Automations Support Manager to gain a solid understanding of our automated customer journeys and deliver an integrated CRM comms plan to ensure our campaign comms and automated customer journeys complement each other
• You’ll deliver regular analysis for campaign comms to drive recommendations and improvements and work closely with the CRM Analysis Support Manager to deliver deeper understanding of commercial performance and analysis

Accountability  

Continuous improvement & best practice CRM

KEY TASKS

• You’ll deliver a range of A/B testing plans and hypothesis and strive for continuous improvement in engagement rates/incremental value of our BAU comms through our targeting and content strategies
• You’ll deliver regular competitor analysis and recommendations
• You’ll work cross-functionally with colleagues in brand comms to deliver regular, collaborative reviews on how our campaign comms are performing and put forward recommendations/ideas on how to improve
• You’ll pioneer new, innovative ideas for Greggs comms and deliver them creatively in only a way that Greggs can
• You’ll lead on email best practice and innovation and work collaboratively with the CRM Automations Support Manager and colleagues in the Brand Comms Team to ensure email templates are aligned to our brand standards and that we are continuously improving in-line with best-in-class CRM

Accountability  

Testing new content across BAU comms

KEY TASKS

• You’ll lead on proposals to test new content across our BAU comms plan and channels.
• You’ll plan and deliver test, as well as regular analysis and recommendations.
• You’ll ensure any new content is delivered inline with brand guidelines an TOV, with an impeccable level of attention to detail.
• You’ll play a key role in testing new formats and channels such as app personalisation, in-app inbox, web personalisation and social media.

Essential

Desirable

Skills

• Excellent communication and
  presentation skills
• Strong interpersonal skills with the ability to influence at all levels
• Highly computer literate in all Microsoft packages, e.g. Outlook, Advanced Excel, Word and PowerPoint
• Strong organisation, planning and
  analytical skills

• Agency management experience
• Experience in using design programmes/software
• Experience in writing/reading basic HTML/CSS/JSON

Job Related Experience

• Proven experience working in a dynamic CRM team
• Hands-on experience in day-to-day running of CRM campaigns
• Track record of using data to inform decisions
• Experience in using an omni-channel execution platform
• Passion for creativity and pushing the boundaries in terms of best-in-class deliverables

• Experience in reporting on the impact/effectiveness of campaigns across digital channels
• Exposure to personalisation technologies and awareness of the capabilities of the latest CRM tools

Essential Qualification

• Qualified within Marketing – degree, Masters or relevant professional qualification

• Additional digital based qualifications