CRM Manager in Farnham, Surrey

Job title: Retention / CRM Manager

Reporting to: Head of Customer Experience

Job Overview: As part of our continued growth we are looking for an experience Retention Marketing & CRM Manager to join our marketing team to own subscriber lifetime value, drive engagement and loyalty strategies and develop our subscription proposition further. The ideal candidate should have a strong understanding of CRM principles, excellent analytical skills, and the ability to work collaboratively with cross-functional teams.

This role is fast-paced, varied, and exciting with an opportunity to grow along with the company. We are looking for a real team player who can hit the ground running, with previous DTC subscription experience.

About Symprove

We're pioneers in microbiome research and on a mission to change the lives of people with gut health-related conditions. Our research with world-leading research institutes is uncovering just how many aspects of our health are tied to our gut and the life-changing role Symprove can play.

This is an incredibly exciting time for the team at Symprove as we've become the fastest-growing biotech business (Sunday Times Fast Track 100). With a growth rate of 50% each year.

Responsibilities

* Develop and execute data-centric and customer-first CRM strategies to enhance customer engagement, retention, and satisfaction driving measurable increases in customer lifetime value.
* Define and own a CRM roadmap for the next 6-12 months, working with Brand, Acquisition, Digital Product, and Customer Care teams to ensure alignment and buy-in of CRM initiatives with overall business goals.
* Utilise customer data and analytics to identify trends, segment customer groups, and personalise communications to deliver delightful and unexpected customer experiences, maximize the percentage of our active customer base on a subscription, and drive lifetime value.
* Implement and manage CRM tools, systems, and ways of working to improve efficiency in order to increase the number of emails we send to allow us to segment our marketable database and improve performance.
* Develop and own a test and learn roadmap to continuously improve results, leveraging insights to inform broader marketing and digital product initiatives.
* Define, monitor, and regularly report to the business on key performance indicators (KPIs) to measure the effectiveness of CRM initiatives and make data-driven recommendations to drive revenue and upsell goals, as well as email aesthetic improvements.
* Conduct regular data analysis and reporting to track customer behavior, identify opportunities to maximise LTV, and measure campaign performance.
* Train and educate team members on CRM best practices, tools, and processes.
* Stay up to date with industry trends and advancements in CRM technologies to identify potential opportunities for innovation.
* Ensure compliance with data protection regulations and maintain data integrity and security within CRM systems.

Qualifications

* Proven experience as a CRM Manager or in a similar customer-centric role either within a CRM agency or at a DTC/eCommerce brand.
* In-depth knowledge of CRM principles, strategies, and best practices.
* Proficient in using CRM software and tools, such as Klaviyo, or similar platforms.
* Strong analytical skills with the ability to interpret complex data and derive actionable insights (knowledge of SQL a plus).
* Excellent project management and organisational skills, with the ability to prioritise and manage multiple tasks simultaneously.
* Exceptional communication skills and interpersonal skills to effectively collaborate with cross-functional teams.
* Results-oriented mindset with a focus on achieving measurable goals and driving continuous improvement.
* Familiarity with data protection regulations, such as GDPR.
* Experience in training and mentoring team members is preferred.

Location & working hours
37.5 hrs - hybrid working available.

Sound like something you would be interested in? Trust your gut and apply!

Disclaimer:

This vacancy is being advertised by either Advanced Resource Managers Limited, Advanced Resource Managers IT Limited or Advanced Resource Managers Engineering Limited ("ARM"). ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions. Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.