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CRM Manager

First Bus are looking for a Customer Relationship Management Manager!

As the Customer Relationship Management (CRM) Manager, you will have overall responsibility for building and implementing online CRM campaigns and post purchase life cycle, retention and acquisition communication.

You will manage segmentation projects to identify key customer behaviours, manage the contact process and liaise with other areas of the business, to ensure that all customer touch points are effectively used to support the CRM strategy.

Welcome to First Bus

Hello. First Bus is one of the country's largest bus operators – taking 1.6 million customers to their destinations every day. We're a forward-looking business at the forefront of bus technology, leading the way on contactless payments, mobile Apps and real time information. Our investment in state-of-the-art, new buses is just one part of our transition to a low-carbon future. It's an exciting time to be here.

What will you be doing?

  • Creating and developing the overall business CRM strategy aligning CRM activity; aimed at driving acquisition, increasing conversion, improving retention and stimulating loyalty
  • Leading the development of the Single Customer View database and to provide insight into customer behaviour
  • Building collaborative relationships with the marketing teams to increase understanding of our customer base through insight, segmentation and data analysis
  • Managing data and external CRM partner, resolving any issues that arise during the implementation of CRM campaigns
  • Developing links with external partners for customer acquisition through data partnerships
  • Planning and implementing campaigns based on segmentation to be defined or other triggers
  • Developing systemic approaches to manage and maintain high frequency campaigns
  • Analysing and reporting on campaigns effectiveness in terms of traffic, acquisition, conversion, retention and revenue
  • Working closely with other stakeholders to effectively manage the CRM budget
  • Championing the CRM strategy with key stakeholders

What are we looking for?

  • Experience in a CRM role, with data marketing and email marketing experience
  • First-hand experience of the development and implementation of a successful CRM strategy, with hands on experience of building and executing a CRM program
  • Strong understanding of database marketing, data segmentation, data modelling and targeting
  • Can build strong relationships, with the ability to engage stakeholders with simple and practical communication, regarding highly complex topics
  • Excellent written and verbal communication skills
  • Experience of using Salesforce CRM systems is a distinct advantage
  • Experience of databases and web analytics to drive business strategy
  • Ability to analyse marketing campaigns and present strategies based on results
  • Good planning, numerical and project management skills
  • Competent user of Excel (formulae, graphs etc)
  • Attention to detail, a flexible work approach, and the ability to thrive in a fast-paced environment
  • Forward thinking with ability to anticipate issues and priorities tasks and agenda's
  • Ability to be creative and use initiative to develop new ideas 

What can we offer you?

  • Hybrid Working
  • 25 days Annual Leave + Bank Holidays
  • Free bus pass for you and your family on joining
  • First Xclusives – Discounts on many high street brands, supermarket's, holiday's and cinema tickets, to name a few
  • First My Rewards - Discounted train travel for you and your family after 6 months service – travel as far as London/Edinburgh for £6!
  • Generous pension and shares scheme
  • Employee Assistance Programme – 24hr, 365 days a year mental health support

We put a big focus on physical and mental wellbeing at First Bus. We recognise that anyone can be affected by the stresses and strains of work, or life outside it. You'll find a range of health-promotion initiatives, and you will have 24/7 access to our confidential Employee Assistance Programme.

Apply now! We look forward to receiving you application.

Public transport serves everyone, whatever their differences. At First Bus, we want to be an employer open to you, no matter what your differences are. We aspire to be an inclusive organisation because diverse backgrounds, thinking and experiences bring so many benefits to our customers, communities and people. We welcome applications from all.

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UK Bus - Leeds Hunslet Park
First UK Bus Hunslet Park Depot, Donisthorpe Street , Leeds, England, LS10 1PL
  • Ref:
  • Company:
    First UK Bus
  • Website Skillset:
    All Other Roles
  • Contract Type:
    Permanent - Full Time
  • Contracted Hours:
  • Location:
    UK Bus - Leeds Hunslet Park
  • Salary:
    Circa £45k
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