About the position
Do you enjoy creating meaningful customer experiences through personalised communication? Are you passionate about CRM, customer journeys, data analysis and delivering campaigns that make an impact?
We are looking for a Direct Communications Lead to join our Customer & Analytics Team. In this role, you'll help shape how customers engage with our brand by developing and executing targeted communications across the customer lifecycle. If you're analytical, creative, highly organised and thrive in a fast-paced Agile environment, this could be the perfect opportunity for you.
Your responsibilities will include:
- Develop and execute one-to-one customer communication strategies across the customer lifecycle.
- Support campaign owners in planning and implementing customer communication strategies.
- Coordinate customer communications across multiple business areas to ensure relevance and consistency.
- Manage customer segmentation and audience selection for targeted campaigns.
- Execute and monitor communication campaigns using CRM and marketing automation platforms.
- Upload, test and deploy communications through established approval processes.
- Analyse campaign performance and provide recommendations to improve customer engagement.
- Produce reports and present findings to management and cross-functional stakeholders.
- Optimise customer addressability across available communication channels.
- Support the continuous improvement of communication platforms and reporting capabilities.
- Ensure all communications comply with company standards and best practices.
Business Areas You'll Support
- Brand Marketing
- Retail Marketing
- Customer Support
- Financial Services
RequirementsEssential Skills
- Ability to define, coordinate and execute customer communication strategies across multiple channels.
- Strong understanding of CRM and customer lifecycle management.
- Experience analysing customer engagement data and using insights to improve performance.
- Customer segmentation and audience management experience.
- Advanced Microsoft Excel skills.
- Advanced Microsoft PowerPoint and Word skills.
- Excellent report writing and communication skills.
- Strong presentation and stakeholder engagement abilities.
- High attention to detail.
- Ability to work in a fast-paced Agile environment and meet tight deadlines.
- Self-motivated with a proactive approach.
- Commitment to continuous learning and professional development.
Advantageous Skills
- Experience with Adobe Campaign Standard or Classic.
- Experience with SAP Emarsys and/or Microsoft Dynamics.
- Automotive industry experience.
- Experience in industries with advanced CRM maturity, including loyalty programmes, telecommunications, digital commerce or similar sectors.
Qualifications and Experience
- Degree in Marketing, Business Management, Commerce or a related field.
- 3–5 years' experience as a Marketing Specialist within a CRM-driven environment.
- Proven experience developing and executing customer communication strategies.
- Experience working with large customer and transactional datasets.
- Advanced proficiency in Microsoft Excel, PowerPoint and Word.
Desired Skills:
- CRM
- data analysis
- customer communication
- communication strategy
- customer segmentation strategy
- audience management
Desired Qualification Level:
About The Employer:
