Senior CRM Executive

Our Team

The CRM team is a great team of exceptionally talented marketers. We are responsible for the hundreds of millions of automated post-conversion communications with our customers via multiple mediums with the aim of maximising MVF’s value we extract per conversion, aiding qualification and maximising both customer and client satisfaction by keeping them informed of the process they are going through with MVF.

The Role

A Senior CRM Executive is accountable for the performance of their allocated markets and campaigns / subcategories in the CRM team, and will be responsible for a significant contribution towards the whole of their sector GP. They should also be contributing to the success of the sector in this regard. This includes financial performance (short term and lifetime) vs targets, whilst ensuring they are working effectively with their relevant hubs to ensure we are maximising CRM opportunities, which support MVF’s winning ways. They should also be aligning themselves with and contributing towards CRM’s technology and delivery processes.

A Senior CRM Executive will also be performing at the required competency to be trusted with the responsibility of owning, delivering upon and seeing commercial success of team wide projects as defined within the CRM roadmap.

Market and project strategies for commercial success should be well thought through, iterated upon, delivered and communicated to align with CRM strategies. They should also exhibit behaviours and skills that are continuously improved against MVF values. Collaboration across the team and with stakeholders should be effective and help the whole team to improve against its goals.

Responsibilities:

1. Team and individual processes to manage campaigns are continuously improved to maximise efficiency and client success

2. Segmentation and user experience of their, and others, market and subscribers are analysed, owned and improved, with improvements delivered successfully to the team

3. High level performance improvement recommendations, opportunities and issues across all markets are actively surfaced based on data insights and are addressed with solutions

4. New campaign/subcategory opportunities are identified with marketing ops and sales and delivered upon in CRM

5. Deliverability performance is influenced, reported on, analysed and tactics to improve inbox placement suggested across the team

6. Cross-sector/hub CRM testing initiatives, ideas and rollouts are influenced and testing strategies and priorities are lead, analysed, decided upon and clearly communicated across the team

7. Reporting is continuously improved so that the team can make better decisions and opportunities/issues are better surfaced, particularly in healthchecks

8. CRM content quality standards are communicated, maintained and improved team wide with successful testing initiatives supplementing these, while content is created, shared and structured to deliver sustained commercial success

9. Roadmap strategies, commercial strategies and products are fully understood, successfully influenced, directed and communicated business wide - in particular to Executives.

10. The team is challenged on how initiatives are prioritised and contribution is made to ensure daily outcomes have the biggest impact

11. Responsibilities are taken not given

12. Collaborates successfully within their team and sector/hub as well as cross-sector, cross team and externally to deliver the best outcomes

13. Opportunities are spotted and delivered upon to the team in an effective manner, especially using data to explore and spot these commercial opportunities

14. Sets the standard for all execs and is seen as an authority in the team through excellent communication, knowledge & learning sharing

What Success Looks Like:

• Market financial performance exceeds plan and target

• Market contribution (CRM GP:MVF GP) is increasing

• Project performance exceeds goals

• Sector financial performance exceeding plan and target is contributed towards significantly

• Successful interaction with their CRM sector to become an engaged, motivated, world class performer, whilst also developing CRM executives to a similar level