CRM Manager

CRM Manager

Summary

Springpod was born from our desire to transform the way young people engage with employers and universities. We empower students to take control of their career paths by connecting them with leading employers and higher education providers. From work experience to educational experiences of what studying a particular course at university is actually like, we make a difference to thousands of young people by providing them with the right information to make informed future choices.

We are looking for a highly organised, detail oriented and strategic minded CRM Manager to lead and execute our communication strategy to our database of over 400,000 young people, as part of our growing CRM team.

This role requires an individual who enjoys data analysis, strategic planning, and the prioritisation and organisation of different types of content to take our student users on a meaningful journey with Springpod. Another key ability is performance analysis and consequential strategising to improve the performance of CRM as a channel.

You’ll be working as part of the Product Marketing and CRM team, reporting into our Head of Product Marketing and line managing two enthusiastic CRM Executives. Your role within this structure is to take consult, optimise and lead on the company’s CRM strategy, measured by different engagement metrics, including but limited to Virtual Work Experience applications and lead generation for our employer and university clients.

Responsibilities

• To lead on the planning, creation, delivery and development of Springpod’s Customer Relationship Marketing activity with the objective of improving conversion, retention and engagement.

• To represent the CRM team and strategic plan internally when required.

• Consulting, shaping and optimising our overall CRM strategy for our extensive and growing database, to deliver client goals, such as Subject Spotlight and University Profile engagement.

• Understanding and optimising strategy for the different target segments within each market.

• Roadmapping user testing and strategy for all student emails, to improve overall student engagement with key client deliverables as mentioned above.

• Roadmapping experiments and strategy for all student SMS communications based to improve overall student engagement with key client deliverables as mentioned above.

• Roadmapping user testing and strategy website banner and pop ups as part of an integrated comms strategy alongside email and SMS to drive action from students.

• Analyse and report on CRM performance to assess areas for improvement and provide recommendations and insight on ROI

• Line management for a high-performing CRM team, supervising team performance and development as well as planning and organising their workload in order to ambitiously raising the quality of our digital customer communications.

• Optimising CRM channel reporting by creating dashboards and reports that provide holistic overviews of performance.

• Auditing the CRM data on a monthly basis by cross checking audience segment numbers with our database to ensure accuracy and reliability.

• Managing internal stakeholder relationships and collaborating across the Marketing team to ensure CRM campaigns are integrated in to marketing plans

• Ensuring all activity is in line with GDPR and data security best practices.

• Leading on the creation of engaging email content in collaboration with Content & Rich Media teams to incorporate text, images and other digital media.

Requirements:

• A higher education background with a deep understanding of student journeys.
• Proven experience in managing and optimising CRM campaigns.
• Strong attention to detail and ability to analyse complex data sets.
• Excellent leadership and team management skills.
• Ability to take full ownership of the end-to-end CRM journey.
• Familiarity with CRM platforms and tools.
• Exceptional communication and interpersonal skills.