Head of Digital and CRM Leicester, England
Job description
Arriva is one of the leading providers of passenger transport in Europe, employing over 40,000 people and delivering 2 billion passenger journeys a year across 13 European countries. Arriva’s services include local buses (scheduled and demand-responsive); inter-urban commuter coaches; local, regional and national train services; trams and light rail; waterbuses, and non-emergency patient transport.
Arriva UK is recruiting for an experienced and passionate Head of Digital and CRM. The main purpose of this role is to lead and manage digital marketing, CRM and content, driving value from our digital channels and platforms. The role is part of the Marketing & CS leadership team, working across the marketing function leading Digital marketing activity - content and campaign activity. The role will work closely with the Digital Platforms team supporting with IT release and reporting marketing related digital issues to the Digital Platform team to resolve. This role will also manage our CRM programme, developing and sending emails whilst also developing our CRM capabilities, this includes managing our CRM agency and support the varying customer communications including service alerts and timetable process.
Responsibilities
Digital content – development and execution
PPC & Display management
Internal channel optimisation: CRM, SEO, CRO, Social Media
Digital Development & Testing
Critical Comms – weather/platform issues
Strategy, planning and budget management
Weekly, Monthly and Quarter reporting
Support marketing & CS functions with BAU and campaign activity
Supporting other business units including Arriva Click & Green Line
Corporate Social Media Management
Agency Management – Media and CRM
Support Timetable – digital presentation
Budget and financial management CRM
CRM Management (creation, build, sending and analysing of customer communications and performance)
Monthly Survey CRM management
GDPR / SARs Requests
Click CRM – full process
Requirements
Hands on experience with CMS, CRM and other digital platforms
4+ years’ experience either agency or client side
Proven results in both digital marketing and CRM
Digital content development
CRM execution (build, strategy, and measurement)
Agency management
Up to date knowledge around digital marketing and GDPR best practice
Working in a matrix structure to drive & support customer centric change
Knowledge or capability to learn the support elements of varying customer focused comms channels
Proven experience management large budgets
Team management/development experience preferred but not essential
At Arriva we acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.
Job Types: Full-time, Permanent
Benefits:
- Company pension
- Free or subsidised travel
- Sick pay
Work Location: Hybrid remote in LEICESTER
Application deadline: 15/02/2023
Reference ID: R-024930
