CRM and CRO Director, 12 month fixed term contract (Hiring Immediately)

CRM and CRO Director (salary from £100,000)

12 month fixed term contract

Immediate is home to some of the biggest and most loved consumer brands in the UK, including Radio Times, Good Food and BBC Gardeners World magazine. Our trusted, quality content reaches millions of people a month across digital, print, video, podcasts, apps and live events.

We’re the destination for people looking to get more from the things they love. We’re here to inspire, fuel, encourage and educate.

Whether it’s the big things, or the little things; from reaching fitness goals to savouring good food, cultivating outdoor spaces, or enjoying the latest TV sensation – we help bring our audiences joy!

About the role

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.

As a CRM and CRO Director, you will;

Strategic Leadership:

• 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.

Incremental Value and Commercial Opportunities:

• 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.

Collaboration and Technology Integration:

• 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.

Team Building and Culture:

• 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

Hitting or exceeding KPIs

• 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 (to be defined).

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 p]]>