CRM Manager - London secondment | Armadillo

Function: Marketing Manager

Role categories: Marketing

  • Rate/Salary: Competitive
  • Location: Bristol
  • Type: contract
  • Starting date: ASAP
  • Expires: 09/10/2019

Job description

This is a fantastic opportunity for an experienced CRM Manager to thrive, working with one of the most iconic global brands. The opportunity is within the Digital team at McDonald’s Head Office on a fixed term contract in London on a secondment basis.

It’s an exciting time to join as we are working together to demonstrate the value of the CRM channel to the business and the potential to use it to help McDonald’s deliver even better experiences to its customers in the future.

The purpose of this role is to lead the end-to-end management of CRM communications as well as new projects and initiatives.  From understanding objectives to final quality assurance and delivery.  It also supports the Senior CRM Manager in the delivery and execution of the CRM strategy across email, push notifications, app engagement and loyalty.

The successful candidate will be used to taking ownership of CRM communications and projects.  They will have strong organisation skills and attention to detail to deliver everything required whilst ensuring a flawless customer experience.  They will be required to manage end to end processes – therefore strong stakeholder management skills are essential.

In return, they will have the opportunity to take a significant role in the CRM evolution of one the most iconic brands on the planet.  Doing interesting work in a great environment – within an organisation that has been investing in CRM and Digital and sees it as a key driver of future growth

In addition to having the support of the Armadillo team based in Bristol, you would be working in amongst McDonald’s Marketing and Digital teams.

Person specification

Key Responsibilities

Own and manage CRM communication activity across email and push notification channels, keeping McDonald’s customers at the heart of decision making. This will include:

  • Leading the end to end process. From briefing objectives to agency through to final quality assurance of customer communications.  Managing al client and agency stakeholders throughout the process.
  • Providing direction to the CRM agency for the delivery of all CRM activity and projects.
  • Attending product and campaign immersion sessions to interpret strategic direction to brief campaigns into agency.
  • Becoming an expert in the brand principles and goals and how to best apply these to CRM communications.
  • Identifying opportunities to improve effectiveness and engagement of CRM communications.
  • Leading initiatives to improve brand trust and affinity to customers on the McDonald’s database and app.
  • Curating content into CRM communications in line with brand, CRM and business goals.
  • Managing the CRM communications calendar.
  • Managing the reporting of all CRM / Customer Database KPIs in partnership with agency to ensure all targets are being met and positive momentum is being maintained.
  • Maintaining team dashboard reports and producing and presenting quarterly insight presentations.
  • Supporting Senior CRM Manager with the implementation of the annual CRM strategy and management of new technology and capability projects.
  • Supporting Senior CRM Manager with acquisition and engagement of CRM customers onto the My McDonald’s app.

Specific skills and experience

  • A minimum of 2 years’ experience in a CRM Manager role. Within this time you should have held accountability for the quality assurance of customer communications as well as full ownership of CRM projects.
  • Proven ability to build and maintain strong stakeholder relationships across departments (Marketing, Legal, and Communications) to drive the best outcomes.
  • Strong and proven organisational skills.
  • Exceptional attention to detail to deliver a flawless experience to our customers.
  • A self-starter with a bias for action and desire to own and improve projects and campaigns.
  • Experience of CRM reporting and analytics with the ability to draw insights and inform campaign strategy and improvements.
  • A good understanding of segmentation principles.
  • Experience of managing the migration of CRM campaign tool and working on a loyalty programme are desired but not essential.