Crm And Cro Director Job at Immediate Media Co (London)

Job Description

Join our dynamic team on a fixed term contract, as the Director of CRM & CRO for an industry-leading media business driving some of the largest subscription businesses in the UK. In this role, you will be responsible for overseeing the CRM/Customer Journeys team, setting strategy, fostering innovation, and implementing industry-leading best practices to drive the end-to-end customer journey supporting subscription acquisition and retention, advertising revenues and traffic referrals through driving anonymous-to-known customers and deepening engagement. This highly collaborative role sits in a matrix organisation where you will partner with colleagues in different teams including Brand Owners and Product & Tech.

Job Responsibility

Set strategy for customer next best action including Anonymous-to-Known, Conversion to Paid, Up-sell, Cross-sell, via all CRM channels across our multiple consumer brands
Define the end state vision for the CRM/ CRO that supports our 5 year plan, linking CRM/ CRO platforms, campaigns and marketing propositions to maximise commercial return
Set the standard for delivering market leading best practice and define the strategic roadmap to support our growth strategy across multiple revenue streams
Grow first-party data including email newsletter subscribers, prioritizing areas with commercial return
Set performance targets for conversion rate optimisation and email newsletter engagement and all commercial outcomes from customer touchpoints
Lead the team responsible for insourced subscription management maximising ROI from new market-leading SAAS platforms, including Zuora and Zephr
Enhance and improve the customer experience when our customers interact with our online self-managed subscription tools, and outsourced customer contact centre
Deliver incremental value through nurturing and cross-marketing to known audiences
Identify and exploit commercial opportunities to increase average revenue per customer through cross-selling and up-selling
Work with the technology/product team to ensure the marketing technology stack delivers desired outcomes (including personalisation, AI and machine learning) and provides a competitive advantage (focusing effort and prioritising around commercial returns)
Create commercially focused CRO subscription experiences driven by data, with a focus on continual improvement
Collaborate with the advertising team to understand commercial briefs and integrate brand partners into CRM strategies
Build and lead high-performing teams
Create a team culture of innovation and testing to constantly improve performance
Create and foster a customer centric culture
Set strategy, and delivery plan for subscription conversion targets
Set strategy, and delivery plan for A2K targets
Set strategy, and deliver a programme of continuous improvement to hit churn/ renewal targets
Define and implement engagement activity to hit WAU targets
Lead the team to deliver against RPU targets
Set strategy and lead the team to deliver CRM part of set CLV targets

Requirements

7+ years of experience in driving commercial returns through Lifecycle and CRM Marketing, driven by marketing analytics
Expert in email newsletter strategy with a proven ability to drive commercial outcomes
Proven track record of managing and mentoring teams, setting performance goals, and optimising budget spend
Familiarity with CRM platforms, particularly CDP like Twilio Segment, and CEP like Braze experience with data visualisation tools like Tableau/ Looker
Strong analytical skills, including proficiency in SQL and data-driven commercial decision-making
Understanding of the consumer lifecycle and subscription business model
Excellent interpersonal, communication, and presentation skills

What we offer

A relaxed working environment with regular socials including a summer festival
Supportive well-being initiatives and benefits, talks & workshops, and Mental Health First aiders & Champions
25 days holiday plus a day for your birthday. Our offices will be closed between Christmas and New Year’s which are in addition to your annual entitlement
Tailored training and development through both our inhouse learning platform and LinkedIn Learning
A progressive and transparent culture focused on your development
Flexible / hybrid working plus early finish Fridays
Cycle to work scheme
Enhanced Family Policies including paternity, adoption and surrogacy leave. We also provide a pregnancy loss, fertility, and carers policy
Competitive pension plans and Life Assurance
A newly renovated modern office with lots of collaborative spaces

Immediate Media Co - All Job Offers

Select Country

Crm And Cro Director

Job Description

Job Responsibility

Requirements

What we offer

Looking for more opportunities?

Crm And Cro Director

Associate Director, Marketing Operations, AI and Ad Operations

Associate Director of Email & SMS Marketing

Digital Solutions SLED Sales Executive

Marketing Director

Global Head of Mid-Market Customer Success

Sales Director

Growth Marketing Manager

Vp, Sales/ Cro

Our AI answers in your language