CRM Manager - Bristol

Administration & Business Support
Ref: 2642 Date Posted: Thursday 12 Aug 2021
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We are working exclusively with a global healthcare provider on an exciting CRM Manager position. This is a fantastic opportunity for an experienced CRM Manager to grow and develop the CRM Team, leading on a number of CRM projects and customer campaigns.

As the CRM Manager, you will be responsible for managing the supporting databases/mailing systems in order to drive acquisition, cross-sell/retention and customer advocacy.

The role will also have database responsibility for mapping customer/prospect data flows, actively managing data integrity matters and resolving technical data issues, including overall responsibility when delivering new marketing projects of assessing data impacts. Ensuring GDPR compliance is also a key part of the role.

Key responsibilities include-

  • Create and deliver the prospect and customer marketing communications plan for the business across e-mail, SMS, direct mail and other:
    • To support acquisition / recruitment targets
    • To support campaigns, propositions and local marketing activities
    • To enable service communications such as NPS, patient recalls, appointment reminders + treatment follow-ups (working hand in hand with our operations team)
  • To deliver comms to increase acquisition through retargeting leads/enquirers, to ensure we recycle leads and maximise ROI.
  • Identify further acquisition database marketing opportunities, including where appropriate, 3rd party databases.
  • To be responsible for data marketing platforms, managing prospect/customer data flows and using the system to make database selections. This includes actively managing data integrity, resolving technical data issues and assessing data impacts of new marketing projects.
  • Review the customer journey, analysing touch points within the organisation, and utilising data insights/analysis to identify new commercial opportunities.
  • Working collaboratively with Operations team, drive e-mail address collection % across our practices, ensuring that best practices are shared and that new/alternative collection strategies are adopted where appropriate.
  • Working collaboratively with IT and data teams be the day-to-day supervisor of the CRM data and platform to ensure it works seamlessly for all communications activity.
  • Answer CRM queries from practices (via inbox / telephone), ensuring that they are responded to in a timely and satisfactory fashion.
  • Work with the group privacy team, to ensure that all communications are compliant and meet data privacy standards under GDPR.
  • Agree KPIs with Senior Marketing Manager (Digital & CRM), and measure performance of CRM activities, to enable ROI assessment and identification of performance improvement opportunities.

What we’re looking for:

  • Experience of managing prospect and customer communications activities 
  • Experience of hand-on management of database mailing solutions, data mapping and issue resolution
  • Experience of working with (at least one of) Salesforce, Microsoft Dynamics or other CRM 
  • Experience of working with e-mail broadcast systems such as MailChimp, Pure 360 or other 
  • Experience of working with Hubspot, Pardot, Marketo or other marketing automation systems 
  • A solid understanding of GDPR and e-privacy legislation is essential
  • Commercial thinker
  • Collaborative team player who communicates well across the organisation

Salary and benefits:

  • A competitive starting salary with annual reviews
  • Free personal development courses
  • Career opportunities to move into other roles or other parts of Bupa
  • Free car park 
  • Flexible working

Personal

  • Contributory pension scheme
  • Discounts in over 7000 retailers 

Health

  • Discounted gym membership
  • Free access to Digital GP, you have access to an unlimited number of appointments 24/7
  • Access to Smile Everyday - a range of health products and services
  • Discounted dental insurance that can be extended to family members
  • Discounted health assessments 

This can be a completely remote working role, with travel to the Bristol based office on occasion. 

Please apply through this advert or contact Zoe Hester on 07467 478 432 for more information.