CRM Manager

We're seeking a CRM Manager to join our iconic brand and help us continue delivering outstanding pizza to our customers. At Papa Johns, we believe that our team members are our secret ingredient, and we're dedicated to providing you with a career that will help you grow and succeed.

Essential Duties and Responsibilities:

Analytical/Technical Skills: The CRM Manager is tasked with business-wide consumer analytics and behavioural reporting, for example, the development of consumer segmentation models based on common characteristics inclusive of purchase history, consumer type, consumer behaviour, and demographics.

Driving the continuous optimisation of on-site product recommendations, cross-selling and merchandising opportunities based on segmentation models and desired actions.

Implement relevant, approved online marketing campaigns, as well cross-platform communications that are founded on segmentation models and Papa Johns goals and drive maximum ROI.

Manage Customer Journey Mapping and analyse business touchpoints to commercial opportunities.

Collaboration: This role works closely with various departments, inclusive of the senior management and Franchise Partners to develop and launch suitable digital marketing initiatives.

Liaises with the IT department to understand all CRM feeds and data flowing in and out of CRM program management tools.

Manage third-party vendors to improve consumer communications and remarketing campaigns.

Work with senior management in developing the consumer loyalty vision for Papa Johns and instilling that vision across the organisational departments and contact points, for example, social, web, mobile, email.

Introduce new capabilities meeting emerging business needs and market trends, shares new and emerging CRM best practices across Papa Johns to give the business a competitive edge over the competition in consumer acquisition.

This role is also tasked with conducting post-campaign analytics and making recommendations for future CRM campaigns.

Maintain a strong knowledge and understanding of the current and emerging eCommerce strategies, trends, and techniques that consistently give Papa Johns a lead in consumer acquisition within the market.

Competencies:

Attention to Detail: Follows established guidelines and procedures to ensure accuracy; gets work right despite pressing deadlines; concentrates on routine work details and organizes and maintains a system of records; is alert and aware of surroundings and carefully monitors technical equipment or processes.

Commitment to Task: Demonstrates dependability and shows a sense of urgency about getting results; willing to commit the hours it takes to get the job completed; takes responsibility for actions and achieves results; overcomes obstacles.

Critical Thinking: Defines and resolves a situation or problem by analysing issues involved, weighing options, and evaluating alternatives; maintains objective attitude; approaches situations and problems systematically; uses observation, experience, reflection, and/or reasoning to drive business forward.

Initiative: Acts proactively; addresses issues or opportunities without supervision when required; focuses on desired results and accomplishments; demonstrates clear purpose, enthusiasm, and a "can-do" attitude.

Managing Execution: Manages multiple projects and effectively prioritises tasks and goals; uses goals to guide actions and create detailed action plans; organises and schedules people and tasks; utilises resources effectively to meet goals.

Relationship Management: Initiates and develops relationships with others; demonstrates credibility; confronts conflict quickly and professionally; inspires confidence in others.

Written Communication Skills: Presents ideas, concepts, and information effectively and clearly through the written word; prepares clear, concise, and effective communications; delivers the message with the intended effect.

Functional skills:

• 3+ CRM experience with record of building capability and innovating in pre-existing businesses with established marketing channels

• You’ll be confident at interpreting complex data and drawing out insights for business growth and optimization

• Experience in implementing a growth plan to drive change and opportunities for collaboration within an organisation.

• Experience delivering KPIs, measurable output and financial results

• Technical expertise with CRM and analytical systems

• Knowledge of online marketing methods and best practices

• Strong communication skills along with a customer-oriented attitude

• Copy writing skills both long and short form content

• Proficiency in Word, Excel, and PowerPoint

Education, Experience and Certifications:

• Strong and resilient individual who flexes easily and comfortably between conceptual/strategic thinking and tactical execution

• A degree (or equivalent) in digital marketing or business studies and IDM or CIM certified ideal

• 3+ years of work experience in a marketing environment in a similar role

• Thinks holistically while addressing local needs

• Ability to consistently think and act pro-actively

• Ability to make project prioritisation decisions, communicate rationale, and adjust mid-course

• Curious, with a passion for innovation with a bias for action and drive for results

• Ability to gain credibility with senior leaders across functions, both internally and externally

• Experience managing agencies and externals

Nice to have:

• Confidence in representing the brand in pitches and to external stakeholders

• In-depth understanding of Loyalty in a UK business

• Successful track record of influencing franchisees to improve marketing program effectiveness and quality of execution

Additional information:

Required to be in the Milton Keynes office approx. 2-3 days per week.

Job Type: Full-time, Permanent

At Papa Johns, you'll enjoy a competitive salary, contributory pension, Papa Johns monthly vouchers, dental cover and a bonus scheme. Enjoy exclusive perks through our employee discount programme. Plus, stay on top of your wellbeing with our health app, offering free digital GP appointments, physio, personal training, and unlimited mental health support to help you feel your best, every day.