Description
Join our tonies team as a CRM Manager and play a pivotal role in turning one-time purchasers into deeply engaged Tonies fans by designing smart, joyful, and highly personalised CRM experiences.
As CRM Manager, you'll own the planning, execution, and optimisation of CRM across multiple channels, ensuring every touchpoint, from first purchase to years into the tonies journey feels relevant, seamless, and delightfully on-brand.
Your tasks and responsibilities will include:
- Building, developing and executing CRM campaigns across email, push notifications, SMS, and other owned channels
- Building and optimising automated customer journeys across the lifecycle journey
- Creating audience segmentation strategies to improve targeting and personalisation
- Managing campaign calendars, timelines, and end-to-end delivery of CRM activity
- Analysing campaign and customer performance data to identify insights and optimisation opportunities
- Conducting A/B testing to continuously improve engagement and conversion rates
- Collaborating cross-functionally with marketing, product, creative, and analytics teams to deliver campaigns on time, including last-minute requests where required
You'll also take ownership of CRM workflows and timelines, managing creative design/briefing, and supporting reporting on CRM KPIs, including retention, engagement, and customer lifetime value.
In this role, you'll partner closely with the global CRM team to localise and implement global CRM flows tailored to the UK market and partner with the Customer Happiness team to efficiently manage and resolve customer queries relating to CRM campaigns and promotional codes.
We're looking for someone with experience in CRM, lifecycle marketing, or customer engagement roles, hands-on experience using Braze CRM platform, and a strong understanding of customer segmentation, automation, and personalisation strategies.
If you're a proactive, self-starting individual with strong ownership and accountability, excellent cross-functional collaboration and stakeholder management skills, and a detail-oriented and committed approach to delivering high-quality work, we'd love to hear from you.