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CRM & Loyalty Executive

The role exists to:

To support in the execution of all aspects of CRM and loyalty strategy through a variety of digital media channels. Play a key role in the development and management of relevant, personalised communications with South Western Railway's customer database to drive revenue and enhance the customer experience.

Your main responsibilities will be: 

  • Support the CRM and Loyalty Manager in the planning and delivering of CRM & Loyalty strategies
  • Use Salesforce Marketing Cloud (SFMC) to build and set up ad hoc and trigger email campaigns in support of business objectives, reflecting the brand guidelines and any wider campaign requirements including data filtering and deployment
  • Manage the email marketing calendar and newsletter content
  • Implement testing and optimisation to continually improve communications, across email
  • Support implementation of activities to increase customer acquisition to the database including competitions and other lead generation activities.
  • Work with the CRM and Loyalty Manager to maximise the benefit of FirstGroup's Nectar partnership and any additional third-party partners
  • Support the CRM and Loyalty Manager with any new CRM channels such as Push notifications
  • Build effective relationships with colleagues within marketing and relevant departments to ensure the CRM programme works effectively
  • Support the CRM and Loyalty Manager in the day to day management of appointed suppliers to ensure adherence to SLAs and deliverables
  • Consistently monitor competitor CRM activity, making recommendations where necessary
  • Report on campaigns, analysing performance and identifying areas for optimisation and growth
  • Budget control / tracking including raising of POs

Skills, experience and equivalent qualifications;

  • Degree level qualification
  • 1-2 year's digital / CRM marketing experience
  • Ability to adapt and take on new responsibilities
  • Excellent teamwork and communication skills
  • Good understanding of HTML and email best practices
  • Copywriting skills
  • Knowledge of Google Analytics and/or other reporting tools desirable but not essential.
  • Salesforce experience is desirable
  • Able to effectively prioritise workload

In return we offer a competitive salary and valuable benefits including free duty travel and 1st class leisure travel on SWR services for employee, free 1st class leisure travel for spouse/partner and dependants (criteria dependant) , 75% discount on many other train operating companies, a range of retail benefits and an excellent pension scheme.

Close map
South Bank Central
30 Stamford Street, South Bank, London, England, SE1 9LS
  • Ref:
  • Company:
    South Western Railway
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Full Time / Part Time:
    Full Time
  • Contracted Hours:
  • Location:
    South Bank Central
  • Closing Date:
    20 October 2019
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