About the role
An exciting opportunity has arisen at Ordnance Survey for a CRM Manager to play a pivotal role in the Customer & Marketing team within the Consumer Business Unit. We have the opportunity to transform our marketing through customer insight and data driven automation and need you to help us do this
Customers are at the heart of everything we do and our aim is to help them get outside more often. This is an exciting time to join OS as we create a single view of the customer for the first time. We are in the process of implementing a new CRM system (Microsoft Dynamics) and will also introduce a Customer Data Platform to build our customer understanding and improve customer experience with OS.
Reporting to the Senior Marketing Manager you will work within the Customer & Marketing team to embed the CRM and leverage the benefits. You will also be instrumental in delivering the CDP and leveraging the solution for CRM, customer insight and campaign management.
As our CRM Manager you will have responsibility for all of our B2C data and you will utilise your first-class CRM knowledge and experience to drive efficiency and growth in our business through customer insight and a data driven approach. You will own the CRM strategy (within B2C), defining key metrics and KPIs and managing all data manipulation, to build actionable insights, reporting and targeting. You will work closely with the wider marketing team to ensure acquisition, retention and reactivation programmes are optimised across all touchpoints.
If you are an experienced CRM professional with the right skills and a passion for insight, this is a fantastic opportunity to play a key role in the future success of an amazing organisation.
What were looking for
With a clear customer-focus, you are a natural analyst who has strong commercial awareness and is experienced and proactive in building actionable insight.
You have solid experience working with CRM databases, CDPs & email platforms to leverage data and drive strategic direction.
You are comfortable working both cross-functionally as a team-player, and independently. With excellent communication and stakeholder management skills, you will use your experience and tenacity to drive our CRM programme working closely with the marketing team to execute insight driven activity.
Above all, you are a self-starter who takes ownership for their own projects and tasks with the ability to work quickly and efficiently with an excellent eye for detail and accuracy and an unrivalled customer first approach.
Proven skills and experience in
Dynamics 365 in a marketing context, reporting, building lists and workflows (we will use DotDigital to build and send emails)
Microsoft Dynamics 365 PowerApps (including configuration and customisation)
Power BI
Excel
Knowledge of working with CDP in terms of configuration, initial set-up, embedding and data flows.
Experience working with a CDP to bring together transactional, behavioural, and demographic data to build profiles and create strategies involving LTV, customer lifecycles, content and contact strategies
Highly analytical and able to process complex data to produce insight that can be translated into marketing plans & customer facing assets, as well as performance reports with actionable insight
A clear understanding of GDPR and the implications for marketing
Strong financial and commercial awareness to produce insight based on sound business understanding that will help achieve business targets
A proven ability to work quickly and efficiently with accuracy and attention to detail
An excellent record of working with a marketing team to deliver a successful CRM programme
Excellent at multi-tasking, meeting deadlines and working cross-functionally, and comfortable working on own initiative as an experienced self-starter
Excellent communication skills and the ability to communicate up and down the organisation and influence stakeholders
Proactive approach with strong decision-making skills
Desirable attributes:
A Bachelors degree in Marketing or a related field
Microsoft Dynamics 365 Certifications
Specific experience and success in the rollout of a new CRM system
Experience of Power Automate
Experience working with an email service provider such as DotDigital
The Rewards
We want you to love what you do. Thats why our benefits package rewards a job well done. Well give you:
Salary £42,483 - £47,481
Performance related bonus
A competitive pension scheme
37 hour working week (with flexible working options)
25 days annual leave - (30 days after five years) bank holidays and an extra 3 over Christmas
Plus, a suite of excellent additional benefits
Location: This role will be based at our state-of-the-art Headquarters in Southampton. However, our focus is on achieving outcomes rather than location, we are actively moving to an increasingly flexible working model that means delivering remotely will be an ongoing feature of our regular working patterns in future.
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