CRM and CRO Director, 12 month fixed term contract at Immediate Media Co, London, United Kingdom

Lead the CRM and CRO function for a prominent UK media company, directing strategy and team efforts to enhance customer journeys, boost subscription growth, retention, and commercial revenues through innovative data-driven practices.

Key Responsibilities

• Establish strategy for customer actions across channels for multiple brands, including anonymous-to-known conversions, paid subscriptions, up-selling, and cross-selling.
• Develop vision for CRM and CRO aligned with the 5-year plan, integrating platforms, campaigns, and propositions to optimize commercial results.
• Define best practices and roadmap to support growth across revenue streams, expanding first-party data like email subscribers with commercial focus.
• Set targets for conversion optimization, email engagement, and outcomes from customer interactions.
• Oversee insourced subscription management using platforms like Zuora and Zephr to maximize ROI.
• Improve customer experience in self-managed subscription tools and contact centers.
• Drive value via audience nurturing and cross-marketing, identifying up-sell and cross-sell opportunities to increase revenue per customer.
• Partner with technology teams to leverage martech stack for personalization, AI, and machine learning with commercial priority.
• Design data-driven CRO experiences for subscriptions emphasizing continuous enhancement.
• Collaborate with advertising to incorporate brand partners into CRM strategies.
• Build and lead teams fostering innovation, testing, and customer-centric culture.
• Formulate and execute plans for subscription conversions, A2K targets, churn reduction, engagement, RPU, and CLV objectives.

Qualifications

• Over 7 years in lifecycle and CRM marketing focused on commercial returns via analytics.
• Expertise in email newsletter strategies yielding commercial results.
• Track record in team management, mentoring, goal-setting, and budget optimization.
• Knowledge of CRM tools, especially CDPs like Twilio Segment and CEPs like Braze, plus data tools like Tableau or Looker.
• Advanced analytical abilities including SQL and data-based commercial decisions.
• Grasp of consumer lifecycle and subscription models.
• Superior interpersonal, communication, and presentation capabilities.
• Strategic approach with passion for data-driven decisions in CRM and analytics.

Benefits And Growth

• Relaxed environment with social events like summer festivals.
• Well-being support including initiatives, talks, workshops, Mental Health First Aiders, and Champions.
• 25 days holiday plus birthday day off; office closure between Christmas and New Year.
• Tailored training via in-house platform and LinkedIn Learning.
• Progressive culture emphasizing development.
• Flexible hybrid working with early finish Fridays.
• Cycle to work scheme.
• Enhanced family policies for paternity, adoption, surrogacy, pregnancy loss, fertility, and carers.
• Competitive pension and Life Assurance.
• Modern renovated office with collaborative spaces.
• Commitment to diversity, inclusion, sustainability, and equal opportunities.