Manager of CRM Marketing

Virgin Hotels ,
London, Greater London
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Overview

Job Description

The Virgin group - a unique group of companies changing business for good, giving customers more choice and better service whilst having fun along the way. Taking bold from finance to health to travel to space. What these companies haven't been before is truly connected...that is, until Virgin Red was created. Ooh, I'm intrigued Virgin Red is launching this year, well okay, it already exists but it will become a whole lot bigger and better, rewarding customers for living a life more Virgin. Customers will be able to earn and spend a new kind of currency, Virgin Points (currently Virgin Atlantic Flying Club Miles), across a wide range of partners and Virgin companies - giving them access to both everyday rewards and a curated list of exclusive experiences. And by being the hub connecting the Virgin companies we can get a deeper understanding of our customers and open up new opportunities for our partners. It's bold, unique and customer experience driven - Virgin in a nutshell. Tell me more The work pace is fast, the business is evolving, challenges are plentiful and our expectations are high. But if all that's ok with you we live up to our Virgin Red purpose of Rewarding Relationships... fancy unlimited holiday, work from home Fridays (although given the current circumstances this is the norm right now) and yoga? It's all part of the Virgin Red package. Plus we have our inclusion, wellbeing and Points with Purpose strategy in place and being developed further as we speak - we're starting as we mean to go on. Some of the benefits we can quantify - healthcare and dental schemes; a free full health assessment after 1 year and pension contributions up to 6% of salary. ...And some we can't - membership of Tribe, our Virgin group wide discount scheme; unlimited holiday; flexible working; 'welcome to Virgin Red' points and access to our employee points purchase scheme. These ones you just have to put your own value on! Sounds great We're currently building our team made up of Virgin company lifers, loyalty experts, technology whizz's and random others! Right now, we're looking for a Manager of CRM Marketing to join our Member Engagement team.. If it could be you, read on... Summary We will deliver a focus on engagement and retention of members of the Virgin Red loyalty club - and we are committed to creating a compelling loyalty proposition for our customers. The Manager of CRM Marketing will help us deliver on this commitment. The successful candidate will be responsible for developing and executing campaigns and member engagement communications across our global CRM function for all our consumers. This role will support the Head of CRM Marketing in creating and leading the execution of the strategic CRM plan to enable us to deliver on our ambition to "build rewarding relationships" and to "live a life more Virgin". We will be expected to establish a relationship with all our Members from the very beginning, providing them regular and relevant information to inspire them, encourage them to earn Flying Club Miles and to help them redeem these miles on great treats and rewards for themselves. Key responsibilities are: * Work with the Head of CRM Marketing and wider Membership team to increase member, engagement and retention; * Plan, execute and optimise multi-channel communication campaigns; manage a testing program to drive incremental improvement in Active Member and Customer Satisfaction metrics; * Produce persuasive, compelling and on-brand communications to drive product usage and quality engagement among customers; * Analyse campaign data, reporting on campaign performance and developing new audience insight to fuel growth and improve satisfaction; * Work with editorial and content leads from the wider Marketing team to identify, package and surface the most compelling editorial content; * Work with the with the Business Development & Partnership team to identify, package and surface the most compelling offers. As well as supporting our partners direct marketing. * Work across the business teams in Data, Product, Service Support, Research & Insight specialists to develop your understanding of the drivers of engagement and retention, using this to inform our campaigns; * Identify opportunities to improve communication content and performance, continually feeding those opportunities into the testing road map; * Monitor effective benchmarks (best practices) for developing and building customer engagement in a loyalty business; * Create and manage compelling customer communications journeys and collateral linked to data models and/or trigger-based deployment; * Deliver the CRM strategy across multiple touchpoints (email, push, SMS, in-app messaging), and align team / stakeholders; * Work closely with Data Science to leverage our data capabilities and ensure CRM performance is measured robustly; and * Provide input into Product/Tech to identify and prioritise any engineering work required (e.g. automation). OK, wh

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