CRM Manager (9 Month FTC)

9 Month fixed term contract, with 3 days a week in our East Finchley office and 2 days from home.

You will report into our Senior CRM Manager and play a critical role in shaping and delivering the CRM strategy and how we drive value from our growing customer base. We are passionate about developing communications  that have impact for our fans, you will be too and will be excited by the opportunity to lead the team planning and delivering campaigns across both email and push channels.

We have been investing heavily in creating more personalised relationships with customers through seamless digital experiences and smart use of data. Our digital business has grown rapidly in the last two years and we have exciting plans to accelerate this growth and deliver on customer’s expectations for years to come.

This individual is responsible for owning and managing our CRM comms plan and communications output. Delivering across channels and communication types – calendar-led, customer lifecycle triggers and contextual communications that drive engagement and motivate purchase. Our team are driven by a desire to achieve commercial ambition through insight led customer comms and have a desire to be continually testing and learning. You will plan ahead based on insight and are nimble enough to pivot plans where required to respond to commercial challenges and customer led opportunities.

Through their team and with the support of our agency, they have accountability for the end-to-end campaign process with the objective of delivering feel-good communications to our customers. The role works closely with our internal teams (e.g. Marketing, Legal, Technology, Communications) as well as our excellent CRM agency. Most importantly of all, this work drives actionable tactics and business results.

This role is a CRM specialist with digital at their core and has experience of developing insights into tactics that can drive the business. They are tasked with growing the impact of our CRM communications and data on our business. It’s an important and high profile role in the digital evolution of one of the most iconic brands on the planet. Doing interesting work in a great environment - within an organisation that has been investing in CRM and Digital and sees it as a key driver of future growth.

What are my accountabilities?

• Own and manage the McDonalds UK CRM lifecycle communication activity across email and push notifications. 
• Identify opportunities to supercharge the CRM lifecycle communications through insight led optimisations.
• Identify opportunities, refine your brief, plan and execute optimisations that drive real change in our lifecycle demonstrable through incremental revenue. 
• Work alongside team of Assistant CRM Managers, delivering the end-to-end campaign process. From briefing objectives to our agency through to final quality assurance of all customer campaigns. Managing all client and agency stakeholders throughout the process. 
• Deliver new data-driven lifecycle campaigns as well as lead testing and optimising of existing ones. 
• Provide direction to the CRM agency for the delivery of all CRM campaign activity and projects. 
• Be the expert in brand principles and goals and how to best apply these to CRM communications. Ensuring the team and agency apply these too. 
• In partnership with the team and agency, ensure a customer-first approach to CRM communication planning.
• Proactively manage campaign performance to derive insights and optimisations. 
• Manage the reporting of all campaign KPIs in partnership with agency to ensure targets are being met and positive momentum maintained. Sharing key insights with stakeholders. 
• Shape and deliver the CRM strategy and deliver value from new technology and capability as it deploys. 
• Ability to build and maintain strong stakeholder relationships across departments (Marketing, Legal, Technology and Communications) to drive the best outcomes. 
• Lead initiatives to improve brand trust and affinity to customers on the McDonald’s database.

Who are my Team?

• The CRM team. 
• The digital and marketing team. 
   

What background do I need to have?

• Experience in managing the delivery of CRM communications.
• Understanding of customer lifecycle principles. 
• Proven ability to grow customer loyalty and value through smart lifecycle campaigns.  
• Experience of CRM reporting and analytics with the ability to draw insights and inform campaign strategy and improvements. 
• Experience of managing a CRM campaign tool. 
• Ideal - Experience of working on a loyalty programme. 
• Ideal - Experience of using first-party data for paid media. 

At McDonald’s we are People from all Walks of Life... 

People are at the heart of everything we do, and they make the McDonald’s experience. We embrace diversity and are committed to creating an inclusive culture that means people can be their best authentic self in our restaurants and offices, which helps us to better serve our customers. We have a strong heritage of diversity and representation within our communities, which we are proud of. The diversity of our people, customers, Franchisees and suppliers gives us strength.

We do not tolerate inequality, injustice or discrimination of any kind.  These are hugely important issues and a brand with our reach and relevance means we have a very meaningful role to play.

We also recognise our responsibility as a large employer to continue being active in our communities, helping to develop skills and drive aspirations that will help people to be more aware of the world of work and more successful within it, whether with McDonald’s or elsewhere.”

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