Customer Marketing Manager

Job Title: 

Customer Marketing Manager

Department: 

Sales & Marketing 

Location:

Brighton Office – 3 days in the office (Tues, Weds, Thurs) and 2 days remote working

Reports to: 

Head of Direct Marketing

Salary: 

£50,000+ dependent on experience 

Contract: 

Full-time permanent

Experience:

Minimum 5 years in a similar role

Working under the Head of Direct Marketing, your role will be to support the Marketing Team in the following areas:

Customer lifecycle management:

• Work with the Head of Direct Marketing to implement the strategy to improve the customer lifecycle journey.
• Manage email / SMS production and customer comms automation, from the initial briefs to content, targeting, data selection, campaign deployment and reporting. 
• Working with MI to analyse and implement learnings. 
• Using Microsoft Excel with confident data skill.
• Data analytics using BI dashboards and the ability to create reports highlighting results and learnings to optimise.
• Data-driven decision-making and A/B testing.

 Strategy & Insight:

• Support in the delivery of the annual marketing strategy encompassing brand and sales campaigns.
• Identify opportunities to innovate growth strategies to keep the audience engaged across all direct marketing channels – email, post, SMS, Social, on-site as well as brand partners and trade.
• Help develop standards, processes, and tools to drive greater efficiencies in how we work and operate as a cross-functional team.

Project Coordination:

• Create well-prepared briefs for campaigns to guide the agency/creative team effectively.
• Copy QA checking

Digital & Social Media:

• Ensure timely web marketing/trading updates and maintain an up-to-date website throughout season and campaign cycles.
• Oversee social media accounts, posting regular content and analysing metrics.

Reporting:

• Gather mailing analytics and insights to inform direct marketing strategies.
• Provide an overview of general engagement across platforms, including web and mailings
• Proactively gather market intelligence and insights.

Requirements

What you will need:

Personal Specification

• Exceptional writing and editing skills.
• Strong command of grammar, punctuation and style.
• Self-starter with quick learning capabilities.
• Excellent verbal communication skills.
• A good understanding of marketing in the premium travel sector or like-minded sectors that specialise in high-value, low-frequency purchases.
• Exceptional organisational skills with a keen eye for detail.
• Proficiency in time and project management, prioritisation, and multitasking.
• A passion for storytelling and content creation, combined with a keen eye for detail.
• Results-driven and open-minded.
• Someone who loves being part of a great team and shaping a positive team culture.
• Supporting our ‘test and learn’ approach to optimise communication effectiveness.
• Liaise with cross-functional teams on promotional plans in order to convert, reactivate and retain customers.

Technical Skills & Knowledge

• Solid experience using CRM platform SuiteCRM and DotDigital (or equivalent) with HTML editing skills in Drupal and/or Email platforms.
• Excel, PowerPoint, and Word competency.
• Mac user / DTP use (Adobe suite etc.) 
• CMS user.
• Understanding of content performance metrics and the ability to use analytics tools to make data-driven decisions.

Experience & Track Record:

• Demonstrable experience in customer lifecycle marketing, including customer retention strategies, project management and CRM.
• Line management experience.
• Strong experience in the travel industry is advantageous.

Qualifications

• Degree level (or equivalent experience).

Benefits

Neilson Benefits:

• 25 days holiday + bank holidays.  Option to purchase 5 days holiday as extra.
• Auto enrolment into Scottish Widows pension scheme (Employer 4%, employee 5%). 
• Life Assurance x 2 salary.
• Additional partner discounts (OOSC, Osprey, Trek, Snow Centre, Temple Spa etc).
• Modern, friendly, casual, upbeat office atmosphere.
• Free on-site gym & shower facilities.
• Free parking within a 10-minute walk from the office.
• Office secure bike storage.
• Great office location in Brighton Marina.
• Highly preferential holiday deals (70% discount + additional discount for children).
• Remote working options.
• Office kitchen/bar – Coffee & tea making facilities.
• Office pool table & darts board.
• Daily fruit basket. 
• Free drinks fridge & snacks.
• Cycle to work & Tech scheme (salary sacrifice).