Are you a motivated, experienced CRM Manager looking to play a crucial role in driving an exciting business’ customer onboarding strategy to new heights. You will be our client's customer champion within the organisation, responsible for leading the entire customer onboarding experience, improving activation and for representing our customers (in general). Covering a maternity leave, your role will be based on part time hours and have flexibility in working pattern.
Our Client
Our client is an exciting fintech, transforming how we all view money. They want to give customers a choice. They believe people should earn and use money that holds its value and remains in their control.
Our client is looking for positive people with integrity, intelligence and a strong work ethic to join our world class team. Our client respects each other and is driven by the same core values:
- driven by shared inspiration, innovation and the advantages that our client delivers for the general public and their financial wellbeing.
- share an urgency to deliver for customers and achieve ambitious plans.
- love to collaborate, stretch and support each other, and laugh together.
- harness the power of exceptional individuals to win as a team and deliver strong and sustainable high performance.
- set ambitious yet achievable common goals and use OKRs to measure our progress. They never stop learning and celebrate their successes together.
The Role
As CRM Manager, you will be responsible for designing, implementing and managing our customer relationship management strategy to optimise customer onboarding and sign-up completion rates. You will initially sit within the marketing team, but will work closely with UX, customer success, platform ops and engineering to develop and execute CRM initiatives that drive customer activation and engagement during the exploratory (app store) and onboarding process. Reporting to the Head of Marketing you will have the opportunity to shape the CRM program and make a significant impact on business success. Whilst this role is to provide cover for a team member going on maternity leave, we do expect the team to expand within 12 months, so the role may become permanent and the hours have the potential to increase.
Responsibilities:
• Develop and implement the overall CRM strategy for customer onboarding, including communication plans, personalised messaging and targeted campaigns, to optimise sign-up completion rates, activation fee payments and reduce drop-offs.
• Utilise CRM tools and technologies to create and execute data-driven campaigns across various channels, such as email, SMS, push notifications and in-app messaging, to guide customers through the onboarding process, address pain points and encourage completion and fee payment.
• Analyse customer data and performance metrics to identify bottlenecks and barriers in the onboarding process, and leverage insights to optimise CRM campaigns and initiatives for improved onboarding metrics.
• Collaborate with marketing, UX, customer success, platform ops and engineering teams to develop CRM campaigns aligned with business objectives, user feedback and product enhancements, and ensure consistent messaging and branding throughout the onboarding journey.
• Conduct A/B testing, customer segmentation analysis and other experiments to optimise CRM campaigns and improve customer engagement and conversion rates during the onboarding process and customer deposits.
• Monitor and report on CRM performance metrics related to onboarding, such as sign-up completion rates, time to completion, account approval rates, activation fee payment first (and subsequent) deposits and customer feedback, and provide actionable insights to stakeholders.
• Stay up-to-date with industry trends, best practices and emerging technologies in CRM and fintech, and make recommendations for incorporating new strategies and tactics into the CRM program to optimise metrics.
They are looking for someone with a questioning mind, who isn’t afraid to challenge the status quo to find a new (and better) way of doing things. The right candidate will be confident and enjoy engaging in healthy, productive debate.
• Strong understanding of CRM principles, strategies and best practices for optimising customer onboarding and activation
• Proven experience in CRM management, with a specific focus on customer onboarding and activation, preferably in a fintech, e-commerce or related industry
• Experience with CRM tools and technologies, such as Ortto, Salesforce, HubSpot or similar platforms
• Excellent analytical skills, with the ability to analyse customer data and performance metrics to derive insights and make data-driven decisions to improve metrics
• Strong communication skills, both written and verbal, with the ability to effectively collaborate with cross-functional teams and communicate complex concepts to non-technical stakeholders
• Proven ability to manage multiple projects simultaneously, meet deadlines and adapt to changing priorities in a fast-paced environment
• Results-orientated mindset with a track record of driving CRM initiatives that deliver measurable results in customer onboarding and activation
• Knowledge of fintech industry trends, consumer behaviour and regulatory landscape is a plus.
The Terms
This maternity cover role is initially being offered on an interim basis, however with our client's projected growth, they do foresee there being the chance of the role becoming permanent. The position will ideally be worked over 4 days (or equivalent), however exceptional candidates with differing flexible needs may be considered. A salary of up to £55K FTE is available for the right candidate. The following benefits are also available;
• Opportunity for equity in the company
• 25 days annual leave, (FTE)
• A mix of working from home and within a fun and vibrant office environment with a high degree of flexibility as required
• Regular team lunches and socials
• Opportunities for personal growth, professional development and further training
• An increasing list of staff benefits as the company scales
• Competitive workplace Pension Scheme
If you have experience in CRM Management, looking for a lovely role in a friendly team, please apply today using the button below.
*Full time equivalent – actual salary will depend on hours worked
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