Job description

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Campaign Optimisation Manager (0390)

  • Location:
    Kingston

dnata Travel Group, part of the Emirates Group, includes the brands of Gold Medal, Netflights, Travelbag, Travel Republic, and Sunmaster. These brands are based at offices across the UK including Preston (Leyland), Kingston-upon-Thames, Chester and Halifax.

We are now recruiting for a Campaign Optimisation Manager this is a new role within our CRM team, reporting to the Head of CRM. This role has responsibilities to provide insight to, and from CRM marketing activity in order to improve the performance of the channel through a deep data and audience understanding, continuous testing and performance diagnosis.

  • Improve the performance for the eCRM channel by increasing UOR and CTO.
  • Increase revenue through identifying the audiences and segments that will best achieve the eCRM channel, brand and business objectives.
  • Manage the day-to day analysis and optimisation of CRM campaigns in order to improve overall performance and that of future campaigns.
  • Increase customer retention, increase customer acquisition and decrease email unsubscribe rates.
  • Increase average booking value, frequency of purchase and customer lifetime value.
  • Deliver insights for end-to-end eCRM campaign management ‘open rate to web users to revenue’.

The CRM Optimisation Manager will work closely with all key stakeholders across Marketing, eCommerce, Commercial, Operations, IT and our ESP. You will have a strong understanding of eCRM performance principles, testing and associated data (writing hypotheses, achieving statistically significant results, making recommendations).

Accountabilities

CRM Strategy

  • Support the development of the CRM vision and strategy
  • Provide reporting for CRM strategies and initiatives that support the business strategic objectives and KPI’s.
  • Maximise data mining, customer behaviour insight and segmentation to identify and implement offers and personalised content to optimise response, conversion, retention and maximise ROI.
  • Interrogate the single customer view to drive the CRM strategy and broader CRM activities.
  • Work collaboratively with key internal stakeholders to optimise weekly email campaign activity, objectives and KPIs.

Insight & Impact

  • You will own the end-to-end journey from a CRM performance diagnosis perspective in order to optimise CRM results and the effectiveness of the channel.
  • You understand our audience, the customer database, customer propensity segments and customer behaviours and use them to drive changes that increase performance, revenue and customer lifetime value.
  • You will demonstrate the impact of CRM performance to the business with the creation of weekly results dashboards, working closely with internal and external stakeholders and Head of CRM.

Skills and Knowledge:

  • CRM knowledge – across eCRM and Web.
  • Knowledge of working with single customer view (SCV) database.
  • Extremely strong analytical skills with ability to turn data into actionable insight.
  • Demonstrable evidence of advanced Excel knowledge, including data handling and manipulation techniques.
  • Knowledge of Data Cleansing, Data Management and Data Processing best practices.
  • SQL with experience in querying large, complex data sets.  

Our newly renovated office is based in Kingston-upon-Thames, just 5 minutes’ walk from Norbiton Station or 10-15 minutes from Kingston station offering good transport links from the Greater London area.

Our employees enjoy many benefits including life assurance, pension scheme, travel discounts, industry/social events and discounted gym membership.


 
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Location
Kingston
Clarendon House, 147 London Road, Kingston-upon-Thames, Surrey, United Kingdom, KT2 6NH
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