CRM Operations Manager London, England
Job description
The Virgin group - a unique group of companies changing business for good, giving customers more choice and better service whilst having fun along the way. Taking bold from finance to health to travel to space. What these companies haven’t been before is truly connected...that is, until Virgin Red was created.
Ooh, I’m intrigued
Virgin Red is about rewarding customers for living a life more Virgin. Customers are able to earn and spend a new kind of currency, Virgin Points, across a wide range of partners and Virgin companies - giving them access to both everyday rewards and a curated list of exclusive experiences. And by being the hub connecting the Virgin companies we can get a deeper understanding of our customers and open up new opportunities for our partners.
It’s bold, unique and customer experience driven - Virgin in a nutshell.
Tell me more
The work pace is fast, the business is evolving, challenges are plentiful, and our expectations are high. But if all that’s ok with you we live up to our Virgin Red purpose of Rewarding Relationships... fancy unlimited holiday and weekly yoga? It’s all part of the Virgin Red package. Plus, we have our inclusion, wellbeing and Points with Purpose strategy in place and being developed further as we speak - we’re starting as we mean to go on.
Some of the benefits we can quantify - healthcare and dental schemes; a free full health assessment after 1 year and pension contributions up to 6% of salary.
...And some we can’t - membership of Tribe, our Virgin group wide discount scheme; flexible working; ‘Welcome to Virgin Red’ points and access to our employee points purchase scheme. These ones you just have to put your own value on!
The role:
We will deliver a focus on engagement and retention of members of the Virgin Red loyalty club – and creating a compelling loyalty proposition for our customers.
The successful candidate will be responsible for the engagement and resulting revenue from the Virgin Red member base across all markets. Executing campaigns and member engagement communications across our global CRM for all our consumers. This role will support the Member Engagement team in creating and leading the execution of the strategic CRM plan to enable us to deliver on our ambition to create a One Virgin eco-system. We will be expected to establish a relationship with all our Members, providing them regular and relevant information to inspire them, encourage them to earn Virgin Points and to help them redeem on great treats and extraordinary experiences.
The scope of the role includes creating, executing and optimising lifecycle campaigns, expanding customer reach and touchpoints, personalising our communications. The emphasis is on utilising our new CRM and data platforms - executing full CLM – (Customer Lifecycle Management, bringing this strategy to life.
The successful candidate must be expert at data-driven communications with customers and interpreting customer journeys to identify opportunities to enhance that relationship through our multi-channel communications.
Key responsibilities:
- As part of the Engagement team, be responsible for operating the customer experience platforms (Braze, Twilio, SendGrid, Pinpoint) and fully leveraging their capabilities
- Collaborate across the business – primarily the CRM Product squad implement the communications strategy
- Build and maintain customer segments based on 1st party data available in Braze
- Collaborate with the technical team to provide requirements on additional data sources needed to execute campaigns
- Build and execute omnichannel campaigns and workflows across Virgin Red, Virgin.com, and Virgin Trains Ticketing brands: owning, campaign set-up and execution, exclusion lists and scheduling of communications
- Work with the testing team to ensure End-to-End is completed across comms channels
- Plan and perform A/B testing to define and execute enhancements to conversion rates and campaign ROI
- Collaborate with the analytics team to guide campaign optimisations based on data
- Analyse campaign data and report on campaign performance to develop new insight to fuel growth
- Driving ongoing operational efficiencies by improving processes and championing communication best practices across the business
For this role we need you to be/have:
- Bias towards data and action
- Excellent project management and communication skills including the ability to influence stakeholders;
- Data and analytical skills
- Comfortable with autonomy and ability to work independently
- Happy to get involved with all aspects of campaign management as required
- Prioritisation and project management
- Excellent attention to detail within campaign set up
- 2+ years work experience, including relevant CRM/ Marketing Automation platform experience in consumer-facing environments (e.g. Braze, SalesForce, Adobe Marketing Cloud or Marketo)
- Experience in a high-growth business environment or start-up a plus; Experience in loyalty is advantageous
- Having been successful in a similar role is essential
- Experience using Braze would be ideal
- Html / front end development would help too
Are you ready to join a brand that is passionate about dreaming big and changing business for good?
Some of the attributes that define a Virgin person just can’t be quantified in words. We pride ourselves on welcoming people from all walks of life, with all sorts of skill sets. Most recently, Virgin successfully campaigned to add ‘Dyslexic Thinking’ as a skill on LinkedIn. Any uniqueness is a strength and will be considered an asset to our workforce.
If you're excited about making every day more rewarding and think you have what we're looking for, even if you don’t tick every box on the job description, we'd love to hear from you.
As part of your application, you will be required to confirm that you have read and understood our Candidate Privacy Notice and agree to us processing your personal data in accordance with this notice.
So, sound like the role for you? If so hit the apply button because we want to hear from you!
