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Head of CRM London, England

eonnext

Full Time London, England 10.56 - 12.04 GBP Today

Job description

Bringing that feel-good energy.

We're the newest face amongst the E.ON group of companies. E.ON Next is all about creating a sustainable future, now. We're moving our energy in the right direction, one little big step at a time. Join us in our mission to bring feel-good energy.

We’re also here to make this whole energy thing way easier for our customers. Like, really easy. That means providing exceptional service and using state-of-the-art tech to do it.

Are you an experienced Marketer ambitious to join a sustainability-minded brand? Full of ideas and passion? Are you comfortable with a great deal of autonomy and to pursue opportunities far and wide? Love fast-paced environment? Then E.ON Next is right for you.

We are looking for an experienced CRM to join our E.ON Next Brand and Marketing team. This is a new role we’re excited to introduce into our in-house team. As a CRM Specialist, you’ll be reporting into the Head of Brand and Marketing and take charge of the customer in-life and commercial communication strategy and implementation for the EON Next and Sainsbury’s Energy brands.

Working with all business functions such as commercial or customer service, you’ll define a customer communications calendar across email, DM and SMS in line with the goals of the business. Supporting topics such as driving brand perception metrics, shifting telephony customer demand online, cross-sell, upsell and contract renewal, you’ll develop a data-led communications strategy spanning from identifying KPIs, the right audience, message and channel for each initiative. You’ll oversee a varied team, including Campaign Leads and In-life Editors, who are in charge of producing communications. Those roles differ in scope with Campaign Leads owning Marketing strategy, brief-writing, asset creation with our in-house creative studio and email deployment and In-life Editors focusing on on copywriting and fulfilment.

We’re looking for an enthusiastic strategist - as this is a new role there’s an opportunity for you to define how our brands approach CRM by developing a best-practice playbook. The role will hone in on identifying customer Communications efficiencies, avoiding fatigue and overlap, steering performance though ongoing data-led A/B testing and by championing persona-dynamic creative.

You’ll be able to identify priorities from contextual market and internal information and drive brand relevance by matching our business initiatives to what’s happening in the market.

Here’s a taste of what you’ll be doing

Own and manage the planning and implementation of customer Communications across email, DM and SMS in line with business objectives
Maintain a strong rapport to all functions to understand business priorities and targets at all times. Manage stakeholders to align on priorities, strategy and performance.
Translate business objectives into trackable CRM KPIs
Centralise the CRM calendar and drive prioritisation conversations across the business and with the campaign team
Oversee campaign team to optimise planning and performance, ensure learnings are shared across the team
Work closely with digital and data teams to implement campaign journeys and tracking
Ensure the continuous development of customer segmentation and targeting. Develop a strong understanding of our customer needs and profile, identifying relevant insights and research opportunities when those are lacking
Drive a customer-first approach, from selecting the right channel to identifying the right message/tone
Develop the Marketing and Creative teams’ acumen for effective customer Communications by regularly sharing best practice
Develop a CRM strategy playbook
Drive performance by developing an ongoing A/B testing approach
Optimise our customer consent levels through tactical initiatives
Help implement consistency in brand messaging
Ability to turn data into actionable insights
Strong project management including timing plans writing
Well-versed in campaign PCA and reporting, leveraging data to gain insight for optimisation
Supporting Marketing integration across paid-media through timely information sharing and alignment

Are we a match?

We’re looking for a candidate with the following experience and skills

Proven experience developing CRM strategy
Demonstrated CRM-led campaign performance
Hands-on and technical experience on day-to-day operations
Demonstrated experience in managing a team
Ability to handle changing priorities in a fast-paced environment
Comfortable with a level of ambiguity
Expertise in using data to drive strategy and implementation
Fluency in delivering comprehensive reporting and spotting optimisations
Ability to turn insights into actionable opportunities
Strong attention to detail
Fluent in GDPR compliance and ASA regulations
Inquisitive and proactive
Team player
Comfortable with autonomy and spotting opportunities unprompted
Interest in learning new tools and softwares
Keen to go beyond the brief, question output and look for ways to optimise ongoing
Ability to handle stakeholders of all seniority
Knowledge of Blueshift is a plus

Do you?

Have the ability to see problems as opportunities and have a creative and proactive approach to problem solving
Take initiative and enjoy exploring and expanding your role
Want to be part of a growth culture - every week will be different
Have strong organisational skills and hawk-eye attention to detail

Are you?

Curious and enjoy learning
Happy to make your own decisions, fear of failing doesn’t hold you back, it drives you forward, learning all the time and taking responsibility
A team player – enjoy being part of a team, knowing the part you play in your teams’ success, committed to giving your best and share learnings
Open to new technologies & new ways of working
Comfortable with ambiguity

What else do I need to know?

We’ll have regular team socials and a corporate Deliveroo account for when the need arises
Competitive salary
26 days holiday plus bank holidays – this includes a guarantee of for your birthday off if you want it
A generous pension scheme
The chance to choose from our Flexible Benefits range
Location: London with travel to our other sites when required
Working environment: Flexible hybrid working - expected in the office 2-3 days a week
For all successful candidates. Due to the nature of this role your employment will be subject to a basic DBS (Disclosure Barring Service) check being carried out by ourselves via a 3rd party service provider
Closing date - Wednesday 22nd Feburary 2023

We’re committed to equal opportunities and actively promote a diverse and inclusive working environment, and fairness for everyone.

We realise the best people bring their energy at different times, so we’re happy to talk flexible working. We offer a range of flexible working options, including full time, part time, job share, remote working and variable start and finishing times.

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