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Cineworld Group office in Brentford

Improve the customer engagement and experience, and maximise the customer growth and lifetime value through CRM in line with the overall business strategy.

Job objectives

Cineworld is looking for a CRM Manager to lead, optimise and deliver our customer data strategy. Reporting to the SVP Commercial and Ecommerce and working closely with the rest of the Digital Experience team and the Marketing Team, you will own, manage and implement the company CRM program to maximise the customer lifetime value and monetise the company data while ensuring we remain GDPR compliant.

You will drive customer acquisition, retention and value through our customer engagement solutions, digital channels and cinema sites and the implementation of integrations, segmentations, automated and campaign communications. You will be a key link between the Marketing, Film, Commercial, B2B and Customer Services functions within Cineworld ensuring alignment and delivery of strategy.

This role is ideal for a professional with experience in CRM strategy and content planning.

Responsibilities

• Create a CRM strategy (including content strategy) for B2C and potentially B2B audiences in collaboration with marketing, film and commercial teams.

• Own the CRM campaign planning, scheduling and reporting

• Design, develop, test and deploy triggered and automated marketing and service communications. Report on and optimise their performance.

• Manage relationships with customer engagement providers (Movio, Airship, MS Dynamics) and drive new capabilities and best practice.

• Champion a shift from a campaign driven, manual CRM program to a customer- centric CRM program that enables near real-time decisioning and personalised cross-channel customer engagement, maximizing the full CRM customer data and channel potential.

• Define, manage and report on CRM objectives to measure the business impact of CRM on customer acquisition, conversion, retention, experience and lifetime value with actionable insights on improvements.

• Own customer data, management and improvement of proprietary data quality with complete oversight of the CRM processes. Champion a 360-degree customer view and drive integration of new data sources into the CRM. Work with compliance and legal teams to ensure the integrity of customer data and adherence to regulations governing customer data.

• Work with stakeholders to understand their business needs, use customer insight to establish new opportunities for user journeys, segmentation and personalisation, and educate stakeholders and teams on data-driven CRM concepts.

• Provide support to other users of the customer engagement solutions to utilise the platforms to their full potential.

• Communicate and collaborate with IT staff and stakeholders regarding status, technical issues and creative solutions. Update, research and validate data for marketing campaigns and automations

• Pro-actively manage budgets by working with the finance team, suppliers and stakeholders.

• Other adhoc work as required by the line manager.

Technical knowledge & Experience

• Minimum 5 years CRM experience

• Team management

• Strategy focused with senior management experience

• Experience in managing large-scale and complex CRM activity across the full marketing channel mix.

• Strategic and operational experience in marketing automation. An advanced ability to plan, implement, evaluate and refine diverse user journeys.

• Hands-on experience of using ESPs or marketing automation platform is highly preferred.

• Passion about data driven marketing and customer-first experiences

• Good command on triggers, batch processes, APIs and web services.

• Knowledge of Google Analytics, Google Tag Manager and attribution.

• Solid understanding of and practical experience in A/B testing.

• Data literate in data management and governance.

• Experience in driving revenues

• Experience in growing database

• Experience in changeover of providers

Working together

• Excellent interpersonal skills, as well as excellent communication skills, verbal and written to both technical and non-technical audiences that are in a geographically dispersed environment (conference calls, face-to-face). Advanced stakeholder management capability.

• Hands on approach and willing to pitch in when needed.

• Team player who is willing to collaborate.

Thinking it through

• A love of film and the cinema industry.

• Enthusiastic and well organised self-starter, with strong attention to detail.

• Flexible in approach and keen to learn and grow in the role.

Being action focused

• A self-starter with ability to prioritise own workload.

• Excellent problem-solving skills.

• Ability to work in a fast-paced environment, working to tight deadlines and willingness to go beyond the call of duty.

Making an impact

• A fluent English speaker.

• Strong stakeholder engagement skills with the ability to work well across junior & senior teams.

• Highly results-driven and commercially aware to ensure all activity can be measured for its ROI.

• Enthusiastic and confident with a high degree of professional integrity.

Level & range of contacts

Internal: Head Office Departments– varying levels; US based IT teams; counterparts in other Cineworld markets.

External: Suppliers

What's on offer

Great opportunity for exposure within a well-known UK entertainment brand, part of a global organisation

Excellent opportunity for cross-territory learning and development

Competitive salary plus excellent benefits

Multi-ethnic environment fostering a culture of inclusion

A team environment which is relaxed and informal, whilst highly driven and ambitious

4 Days in office 1 Day Work from home per week

Pension scheme

Private medical insurance

Free parking

Free on site gym

Free cinema

Staff discounts

Please upload your CV with your application.

Vacancy closes 13 August 2023.