CRM Executive

To deliver profitable incremental sales growth for our franchisees through executing and optimising a suite of CRM initiatives across multiple channels.  

The CRM Executive is responsible for development, execution, and continuous refinement of personalized lifecycle and marketing campaigns across Email, Push Notifications, Web/App Messaging, In-App Messaging, and SMS channels in Braze. They will also play a key role in supporting the CRM Manager with growing consumer loyalty and increasing customers’ lifetime value to the business through execution of the CRM Roadmap. 

• Campaign planning and implementation of the CRM and Loyalty roadmap to increase customer engagement, boost retention, and maximize sales. 

• Collaborate with cross-functional teams in the deployment of multi-channel marketing activities that drive incremental sales growth and long-term loyalty. 

• Build omnichannel campaigns in-platform. 

• Ensure all campaigns have clear objectives/KPIs and develop campaign strategies which are focused on delivering against this. 

• Ongoing optimization of all CRM activities to increase engagement and enhance customer retention/reactivation. 

• Works with the CRM Manager to develop and execute appropriate audience segmentation and targeting, maximizing relevancy and opportunities to drive engagement and sales conversion. 

• Has direct responsibility for copywriting, asset management, and creating basic dynamic content logic & HTML (desirable). 

• Works with key stakeholders and delivery partners to manage creative development, sign-off and execution of all campaign assets at a high standard on time and on budget.  

• Support the delivery of the brand strategy by maximizing opportunities within the guest journey to articulate our brand stories and drive engagement, maintaining consistency with brand guidelines. 

• Champions a rigorous test & learn measurement approach within all campaigns, analyzing the direct impact of campaigns to inform future activity and drive performance optimization 

• To support the CRM Lead in understanding the impact of CRM activations and towards making data driven decisions for future plans. 

• Strong organisational and programme management skills, able to prioritise effectively and manage stakeholders accordingly to deliver campaigns and projects to tight deadlines 

• Analytical and commercial mindset - you’ll be confident at interpreting complex data and drawing out channel insights for business growth, optimization and decision-making 

• Strong communication skills, including oral and written, and the ability to create long term interpersonal relationships, both internally and externally. 

• Proven track record of delivering high volumes of work to a high standard with tight deadlines in a fast-paced environment. 

• Flexible to adapt to changes within the role based on strategy deployment, company focus and key learnings. 

• Self-starter with high energy, effective problem-solving skills and a ‘get it done’ attitude. 

• Natural collaborator with the ability to knowledge-share effectively with cross-functional teams and external stakeholders as appropriate 

• Proficient at creative development to hone the manifestation of the brand to best suit the needs and wants of our target audience segments 

• Creative thinker with a passion for innovation and staying abreast of industry trends.  

• Proficiency in Word, Excel, and PowerPoint 

• Bachelor's degree in marketing or a related field.   

• Proven experience in Marketing, preferably within the QSR industry or a related fast-paced consumer-facing sector.  

• Strong understanding of marketing & CRM strategy, channel best practices and customer behaviour in the UK market.  

• Experience with CRM marketing campaigns, planning and execution across multiple channels 

Nice to have 

• Experience using Braze or other customer engagement platforms 

• Experience within a business with online ordering and fulfilment channels, as well as ‘bricks & mortar’ is desirable   

• Knowledge of GDPR principles and guidelines desirable