CRM Department Manager

Are you an experienced CRM marketer enthusiastic to join a sustainability-minded brand? Full of ideas and passion? Are you comfortable with a great deal of freedom to pursue opportunities far and wide? Love fast-paced environment? Then E.ON Next is right for you.

We are looking for an experienced CRM department Manager to build a CRM function within the marketing team. You’ll be reporting into the Brand and Marketing Manager and take charge of a team of over 15, structured across customer engagement, smart meter and commercial pillars. The team handles customer communications across a variety of channels ranging from DM, email, SMS and own channels for our residential and SME customer base of five million across both EON Next and Sainsbury’s Energy brands.

You’ll define and implement CRM strategy in line with a variety of business goals such as home energy tech cross-sell, customer contract renewal to smart meter booking or telephony demand reduction, translating business goals into CRM KPIs and initiatives. Using your data background, you’ll take the lead in implementing persona-specific communications, define an always-on a/b testing regimen and establish dynamic reporting and optimisations. You’ll oversee the communications calendar across both commercial and engagement pillars and ensure best practice is adhered to in communications implementation. Thanks to your strategic expertise, you’ll proactively identify areas of synergies and cross-pollination across campaigns.

You’ll focus on driving CRM initiatives such as uplifting customer marketing consent, customer journey mapping, minimising customer email unsubscribes and defining optimal channel engagement culminating in the creation of a CRM toolkit and campaign automation.

You’ll have freedom in establishing the CRM function and be required to proactively identify gaps to fill to create a lasting foundation. You’ll be responsible for managing vendors and handling budget to fulfil annual customer communications quotas. You’ll be empowering a team of CRM campaign managers and in-life communications editors, taking charge of their career progression and performance. Your ability to operate in a high-pressure environment and uncertain marketing means you’re able to re-prioritise and handle multiple topics simultaneously.

Here’s a taste of what you’ll be doing

• Own and manage the planning and implementation of customer Communications across email, DM and SMS in line with business objectives

• Maintain a strong rapport to all functions to understand business priorities and targets at all times. Manage stakeholders to align on priorities, strategy and performance.

• Translate business objectives into trackable CRM KPIs

• Centralise the CRM calendar and drive prioritisation conversations across the business and with the campaign team

• Oversee campaign team to optimise planning and performance, ensure learnings are shared across the team

• Work closely with digital and data teams to implement campaign journeys and tracking

• Ensure the continuous development of customer segmentation and targeting. Develop a strong understanding of our customer needs and profile, identifying relevant insights and research opportunities when those are lacking

• Drive a customer-first approach, from selecting the right channel to identifying the right message/tone

• Develop the Marketing and Creative teams’ acumen for effective customer Communications by regularly sharing best practice

• Develop a CRM strategy playbook

• Drive performance by developing an ongoing A/B testing approach

• Optimise our customer consent levels through tactical initiatives

• Help implement consistency in brand messaging

• Ability to turn data into actionable insights

• Strong project management including timing plans writing

• Well-versed in campaign PCA and reporting, leveraging data to gain insight for optimisation

• Supporting Marketing integration across paid-media through timely information sharing and alignment

• Champion adequate training and tooling towards greater editorial control and tracking

• Drive comms automation to reduce manual communications

• Develop communications analysis and optimisation plan

Are we a match?

We’re looking for a candidate with the following experience and skills

• Proven experience developing CRM strategy

• Demonstrated CRM-led campaign performance

• Hands-on and technical experience on day-to-day operations

• Demonstrated experience in managing a team

• Understanding of fulfilment and print management

• Ability to handle changing priorities in a fast-paced environment

• Comfortable with a level of ambiguity

• Expertise in using data to drive strategy and implementation

• Fluency in delivering comprehensive reporting and spotting optimisations

• Ability to turn insights into actionable opportunities

• Strong attention to detail

• Fluent in GDPR compliance and ASA regulations

• Inquisitive and proactive

• Team player

• Comfortable with autonomy and spotting opportunities unprompted

• Interest in learning new tools and software’s

• Keen to go beyond the brief, question output and look for ways to optimise ongoing

• Ability to handle stakeholders of all seniority

• Knowledge of Blueshift and Kraken is a plus

• Experience in energy is a plus

Do you?

• Have the ability to see problems as opportunities and have a creative and proactive approach to problem solving

• Take initiative and enjoy exploring and expanding your role

• Want to be part of a growth culture – every week will be different

• Have strong organisational skills and hawk-eye attention to detail

Are you?

• Curious and enjoy learning

• Happy to make your own decisions, fear of failing doesn’t hold you back, it drives you forward, learning all the time and taking responsibility

• A team player – enjoy being part of a team, knowing the part you play in your teams’ success, committed to giving your best and share learnings

• Open to new technologies & new ways of working

• Comfortable with ambiguity

What else do I need to know?

• Closing date – Friday 10th May 2024

• We’ll have regular team socials and lively team chats

• Competitive salary

• Location – London with travel to our other sites when required.

• Working environment: Flexible hybrid working entails a combination of in-office and remote work, with a requirement of two days per week spent in the office collaborating with the team to foster creativity.

• 26 days holiday plus bank holidays each year – this includes a guaranteed day off for your birthday if you want it.

• Generous pension scheme (you contribute 5%, we contribute 6%, increasing to 10% after 2 years)

• Excellent parental leave allowance.

• The chance to choose from our award-winning Flexible Benefits package which includes the option to buy up to 10 days holiday a year.

• We’ve exciting opportunities for everyone to develop their talent at E.ON. Our open access, inclusive talent networks provide networking, learning and development for all, building your skills, qualifications, and capabilities throughout your career.

• For all successful candidates. Due to the nature of this role your employment will be subject to a basic DBS (Disclosure Barring Service) check being carried out by ourselves via a 3rd party service provider

We’re committed to equal opportunities and actively promote a diverse and inclusive working environment, and fairness for everyone.

We realise the best people bring their energy at different times, so we’re happy to talk flexible working. We offer a range of flexible working options, including full time, part time, job share, remote working and variable start and finishing times.

Apply Now