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Cazoo
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London, Greater London
Customer Data Manager
Overview
Job Description
Job Summary: CRM team are responsible for building and developing the relationship between our customers and Cazoo, transforming the experience of buying a used car. We're looking for an experienced Customer Data Manger to support the CRM and wider Customer teams in developing the customer data roadmap for CRM and Customer Service activities, driving the data strategy forward to ensure Cazoo continually offer excellent customer experience. We aim to give customers a helping hand when they need it most - whether that's helping customers find the right car, understanding their financing options, keeping them up-to-date about their delivery or return, or helping customers through their first few months of owning a Cazoo car. What you'll be doing: * Manage and drive forward the data strategy for the CRM team to meet the objectives set for the businesses three-year plan * Product owner for our CRM and Customer Service platforms; Salesforce Service Cloud and Salesforce Marketing Cloud * Manage the development requirements for Salesforce Service Cloud and Salesforce Marketing Cloud, working closely with the businesses external SI partner * Identify opportunities for automation to improve internal efficiency and overall customer experience * Work with the CRM and Customer Service business team's and technical data owners across the business to translate business requirements into customer data solutions * Planning, delivery and execution of data/targeting for multi-channel customer marketing campaigns based on specific customer segmentation, campaign or customer behaviours * Development and delivery of multichannel campaign flows, creating & optimising of the targeting and segmentation of customers to provide timely messages and drive commercial performance * Working with the CRM and Customer Service teams, develop reporting and analysis to provide insight on strategy performance, database health and contact centre performance. * Share insights with the wider teams, including (but not limited to); Brand Marketing, Digital Marketing, UX, Product and the wider Customer Experience team * Ensure all communication adheres to the relevant regulatory requirements e.g. GDPR * Put the customer at the heart of everything you do Skills and Experience Required: * Previous experience working with customer data to support CRM strategy and create insight * Extensive experience in the data industry, with exposure to a range of data solutions. * First class data manipulation and analytical skills using SQL * Understanding database architecture and data flows. Able to work with raw data to analyse performance and draw useful conclusions and solve problems. * Ability to understand the implementation of sophisticated BI models e.g. customer segmentation. * Desired experience using Salesforce Marketing Cloud, or similar CRM Campaign Management tools * Desired experience using Segment, or similar CRM segmentation tools * Able to communicate complex technical data designs and segmentation to non-technical people * Excellent understanding of CRM technologies, not limited to Email ESP's * Passionate about customer data, analytics, and driving performance through segmentation and targeting * Highly organised, with a strong attention to detail * Self-driven with ability to work at pace in a dynamic organisation * Excellent time management - must be able to plan time effectively and prioritise * Wants to work as part of a collaborative and close-knit team Our Values Our values are the heart of our company. We are: * Customer obsessed - We put the customer first in everything we do. Every interaction matters. We want to be famous for delivering the best experience and wowing our customers. * Data driven - Data is part of our DNA and drives all decision making. We are informed and results driven. We seek insights and understanding that will help us improve and grow. * Fast drivers - We have an entrepreneurial passion for working at speed. We like to accelerate and don't hang around. We make decisions and drive fast towards our goals. * Team players - We are better as a team than as individuals. Everyone counts. We're inclusive, supportive and respectful and are here to have fun and win together on this journey. Further Info: Our selection process will typically involve a chat on the phone followed by face to face interviews and assessments where you'll have a chance to meet some of the team. Our interview process is built around understanding your experience, personality and potential, not making you sweat or catching you out. You must have the right to work in the UK, or a valid work permit. We are an equal opportunity employer and we value diversity and inclusivity. We do not discriminate on the basis of gender, race, age, sexual orientation, colour, religion, national origin, disability status or marital status.