CRM and Automation Manager

Job title:

CRM and Automation Manager

Company

Legal & General

Job description

Company DescriptionLegal & General supports the savings, protection and retirement needs of around 14 million people, through our portfolio of retail and workplace businesses.Our Retail division helps people enjoy a more colourful retirement, both directly and through their employers, including Lifetime Mortgages, Retirement Interest Only Mortgages and financial advice on our range of lending products.We are the UK’s number one individual life insurer, and also provide Group Protection products for employers – all helping people to plan for the unexpected. We support home buying through our Mortgage Club – the UK’s largest – and our award-winning Surveying Services team. And our fintech team finds and supports socially useful start-ups and scale-ups working in the workplace, home, insurance and wealth areas.Joining us means helping create brighter financial futures for all our customers.Job DescriptionLegal and General Retail’s Conversion Journey Optimisation team are hiring for a new CRM and Automation Manager as the team embarks on new projects following their embark on one of the new core pillars of strategy for customer value.The role will see you working on customer journey optimisation and lifetime value projects in email channels, working closely with the wider conversion journey team as you work to improve engagement and nurture best comms with customers when converting new leads from marketing teams and reengaging with customers who have disengaged.What you’ll be doing:

• Identifying opportunities that optimise existing and new customer journeys with contact strategies that engage and nurture customers to deliver better customer outcomes and business value
• Using data and insight to inform the orchestration of multi-channel campaigns and tailored experiences
• Leading the end-to-end execution of a CRM communications plan from building a delivery plan, briefing, sign off, deployment and monitoring of tests that deliver statistically significant, repeatable, and sustainable increments of value
• Engaging with stakeholders to ensure alignment of the backlog and testing schedules, working closely with Marketing team on the content, Marketing Technology team on the data/technology enablers and CX & Insights team on modelling & measurement
• Monitoring performance and ensuring that engagement and nurture programs are performing as designed and identifying any risks, issues, or emerging opportunities with absolute transparency, escalating to the appropriate team as required
• Managing multiple engagement and nurture journeys across diverse products and channels, to ensure the customers receive the right message at the right time
• Creating a clear backlog framework that prioritises and ranks initiatives according to potential value/ impact and alignment to trading challenges and business needs

QualificationsWho we’re looking for:

• Experience in CRM automation platforms developing customer engagement, nurture, and loyalty programs
• Ability to convert complex data sets into meaningful insights to inform journey enhancements and future optimisations
• Experience in creating complex decision matrixes for targeting users across multiple campaigns and product journeys
• Creating omni-channel campaigns(using email, SMS, push and telephony)
• Knowledge with using HTML to build personalisation into the CRM solution
• Experience working with CRM technology solutions
• Experience of end to end campaign delivery from concept to delivery
• Significant experience of controlled experimentation, multivariant or A:B testing

Whatever your role, we reward performance and behaviour with a package that looks after all the things that are important to you. Here are some of the benefits we offer:

• The opportunity to participate in our annual, performance-related bonus plan and valuable share schemes
• Generous pension contribution
• Life assurance
• Private medical insurance (permanent employees only)
• At least 25 days holiday, plus public holidays, 26 days after 2 years’ service. There’s also the option to buy and sell holiday
• Competitive family leave
• Participate in our electric car scheme, which offers employees the option to hire a brand-new electric car through tax efficient salary sacrifice
• There are the many discounts we offer – both for our own products and at a range of high street stores and online
• In 2023, some of our workspaces were redesigned. Our offices are great spaces to connect and collaborate and have your wellbeing at the heart

Additional InformationLegal & General is a leading financial services group and major global investor, named in 2023, for the second year running. Rated top in our sector and top for inspirational leadership, we have a strong heritage and an exciting future.We aim to build a better society for the long term by investing our customers’ money in things that make life better for everyone.If you join us, you’ll be part of a welcoming culture, with opportunities to collaborate with people of diverse backgrounds, views and experiences. Guided by leaders with integrity who care about your future and wellbeing. Empowered through initiatives which support people to develop their careers and excel.We strive to be open, mindful and inclusive, so are always willing to discussing flexible working arrangements and reasonable accommodations for candidates with specific needs.If you’re open to find out more, we’d love to hear from you.

Expected salary

Location

Cardiff

Job date

Wed, 10 Jul 2024 23:30:34 GMT

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