CRM Planner - Basingstoke

ZipRecruiter; Basingstoke; Hybrid; GBP 35,000 - 55,000

Job description

Job Description

Company Description

Job Title: CRM Planner
Location: Basingstoke - Hybrid 3 days per week
Employment Type: 12 Months FTC (As a result of an internal secondment)
Salary: Competitive Salary, Bonus, Car Allowance and Private Medical
Hours: Monday-Friday

Summary

Think the AA is just about roadside assistance? Think again! As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered.

Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team. Ready to join us?

This is the job

As the CRM Planner within the customer marketing team, you will collaborate closely with group business units and marketing teams to design and implement a customer-centric CRM strategy. This role involves achieving immediate commercial goals while also developing and managing the capability roadmap to enhance future campaign performance, including business case development.

You will be responsible for all aspects of CRM performance reporting, insights, campaign planning, and governance. Your role will include producing clear recommendations to optimise the CRM strategy and overall performance. Additionally, you will work with various business areas and execution teams to ensure that the CRM strategy, contact approach, and resulting campaigns are effectively set up to measure and improve group CRM performance.

What will I be doing?

1. Agree channel-level trading targets for the year and manage overall contact strategy, including prioritisation to achieve these targets.
2. Establish and own performance tracking, including the development of monthly and quarterly performance packs.
3. Work with P&L and digital teams to optimise the redemption journeys for cross-sell offers to existing customers.
4. Define and deliver a roadmap of new capabilities to enhance and optimise campaign performance, including both outbound and inbound strategies across digital and contact centre channels.
5. Lead the use of data capability in CRM, leveraging segmentation and household structure in planning, relevant behavioural and lifecycle triggers, and modelling to maximise value.
6. Drive a test-and-learn approach across various dimensions of planning and execution, establishing robust measurement approaches and driving ongoing improvements.
7. Manage one direct report.

What do I need?

• Collaborative and adept at working across various teams.
• Leading the development and execution of CRM/customer marketing strategies for large customer bases in multichannel sectors (e.g., telecommunications, media, financial services, subscriptions).
• Commercially focused with a strong understanding of P&L impact, and experience in cross-selling and upselling offers.
• Proficient in the CRM ecosystem, including data and marketing technology necessary for campaign execution.
• Strong commercial acumen.
• Knowledgeable in CRM performance metrics and analytical techniques.
• Excellent analytical skills with the ability to interpret data and communicate insights effectively.
• Experienced in digital and customer operations channels.
• Familiar with leveraging advanced modelling techniques.
• Experienced in regulated sectors, specifically with FCA regulations.

Additional Information

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

• 25 days annual leave plus bank holidays + holiday buying scheme
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Company funded life assurance
• Diverse learning and development opportunities to support you to progress in your career
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more! We’re an equal opportunities employer and welcome applications from everyone. The AA values and the difference this brings to our culture and our customers.

We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change. As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.

We may close the vacancy sooner than the advertised date if we get a high volume of applications, please apply now if you are interested.