Digital Manager: Proactive Engagement - CRM Automation Manager

Discover a Strategic Opportunity in Customer Engagement: Digital Manager - Proactive Engagement (CRM Automation)

Are you a strategic thinker with a passion for leveraging data to create exceptional customer experiences? This Digital Manager role within Proactive Engagement focuses on the critical area of CRM automation, offering a significant opportunity to shape customer journeys and drive business growth. If you're looking to advance your career by making a tangible impact on customer relationships and operational efficiency, this position is worth exploring.

What's in it for you?

• Strategic Influence: You'll be at the forefront of developing and executing data-driven CRM automation strategies. This isn't just about managing systems; it's about advising across key departments like Marketing, Lifecycle, Product, Martech, and Data, ensuring a cohesive and impactful approach to customer engagement.
• Customer Journey Mastery: This role provides a deep dive into the entire customer lifecycle. You'll be responsible for designing, prioritizing, and activating communications across multiple channels, ensuring timely, relevant, and compliant customer experiences.
• Data-Driven Decision Making: You'll have the opportunity to harness customer data and decisioning capabilities to inform strategy and optimize customer interactions, leading to measurable business improvements.
• Cross-Functional Collaboration: A key aspect of this role is fostering strong partnerships. You will collaborate extensively with various teams, driving the adoption of best practices and promoting a culture of continuous improvement.
• Career Growth in a Dynamic Field: As CRM automation and personalization become increasingly vital, this role offers a chance to develop highly sought-after skills and gain experience in a rapidly evolving digital landscape.
• Flexible Location Options: This role offers the flexibility to be based in London (1CP), Glasgow, Knutsford, or Northampton, allowing you to choose a location that best suits your needs.

Key Considerations for Your Career Path:

• Strategic CRM & Lifecycle Expertise: A strong foundation in CRM strategy, customer lifecycle management, or personalization strategy is essential. This role rewards those who can think holistically about customer relationships.
• Consultative Approach: You'll be partnering with Marketing, Customer Lifecycle Management (CLCM), and Product teams. The ability to translate business needs into actionable CRM and decisioning use cases is paramount.
• Multi-Channel Understanding: A comprehensive understanding of various customer touchpoints, including email, SMS, push notifications, in-app messages, web, and paid media, is crucial for designing effective journeys.
• Stakeholder Management & Influence: Success hinges on your ability to effectively manage stakeholders and influence decision-making across both technical and non-technical teams.
• Analytical Acumen: A sharp analytical mindset is needed to interpret data, derive meaningful insights, and shape data-backed recommendations.
• Valued Additional Skills: While not strictly mandatory, experience with specific CRM and decisioning technologies (e.g., Salesforce, Pega, Adobe, OptiMove, Braze), knowledge of agile methodologies, familiarity with data privacy and consent management, and experience in complex, matrixed organizations (like financial services, telecoms, or retail) will significantly strengthen your candidacy.
• Leadership and Development: For those with leadership aspirations, this role presents an opportunity to lead, coach, and develop teams, embodying the LEAD (Listen and be authentic, Energise and inspire, Align across the enterprise, Develop others) behaviors. For individual contributors, it offers the chance to lead collaborative assignments and guide others.
• Risk and Controls Acumen: The role requires a proactive approach to risk mitigation and a commitment to strengthening controls and governance within CRM programs.

This position offers a compelling opportunity for ambitious professionals to lead strategic initiatives in customer engagement, driving both business success and fostering deeper customer relationships. If you are ready to take on a role where your strategic thinking and data-driven approach will be highly valued, we encourage you to explore this exciting opportunity.