CRM Manager (Energy, Broadband & Mobile)

uSwitch Communications Ltd; City of London; Hybrid; GBP 35,000 - 50,000; Full time

Job summary

A leading UK technology firm is seeking a marketing professional to enhance their customer relationship management (CRM) capabilities. The role focuses primarily on energy customers and requires experience in customer-centric, data-led strategies. Responsibilities include building CRM programmes, measuring performance, and using creative communications to drive loyalty. The position offers a hybrid work model and a range of attractive benefits.

Benefits

10% discretionary yearly bonus

Hybrid working approach

Employer matching pension contributions

Work from Home budget

Private medical cover

Employee discounts programme

Free in-office gym

Regular team events

Training budget

Qualifications

• Experience with CRM systems and customer engagement.
• Ability to measure and report on performance metrics.
• Proficient in testing and optimization strategies.

Responsibilities

• Build and implement CRM acquisition and retention programmes.
• Drive continuous improvement of CRM across channels.
• Set, measure and report KPIs for CRM initiatives.

Skills

Customer-centric strategy

Analytical skills

Creative communication

Data-led marketing

Multi-channel customer contact strategies

Tools

Braze

HighTouch

Job description

Overview

Hybrid: 2 days per week in our London Bridge office. At Uswitch, our goal is to be the UK’s favourite way to choose and manage home-life essentials - from broadband and mobiles to energy and insurance. We are looking for talented individuals who share our passion for making a positive impact on people’s lives. If you want to be part of a team that is transforming the way consumers navigate their household services, we would love to hear from you.

Department: Marketing
Location: London

Description

We’re looking for a marketing professional to help ensure our CRM is best-in-class. With experience of customer-centric, data-led strategy, you will champion the continuous improvement of our CRM capability across channels, including mobile and web applications. You’ll be commercially and analytically minded, and enjoy capturing the hearts and minds of our customers through creative, engaging communications that drive loyalty and long-term value. Although your role will cover all of our core verticals: Energy, Broadband, and Mobiles, your primary focus will be on supporting Energy customers. As the market-leaders in this space, you’ll play a key role in guiding users through volatile market conditions and helping them save on their bills wherever possible.

What You\'ll Be Doing

• Building and implementing CRM acquisition, in-life and retention programmes across multiple customer touch points to deliver value for customers and the business
• Championing the continuous improvement of CRM, through application of our tools and data
• Setting and measuring KPIs, and using them to drive positive results and behaviours. You’ll work closely with our CRM Analysts to ensure we\'re able to track and report on the metrics that matter
• Testing and optimisation; consistently looking for opportunities to test and learn. Applying actionable insights from individual tests to scalable campaign/programme strategy, driving incremental campaign effectiveness improvements
• Measuring and reporting on performance across multiple campaigns and CRM programmes on a weekly and monthly basis, including how we’re pacing vs forecast

You\'ll be great at

• Owning and delivering multi-channel customer contact/CRM strategies, ideally involving mobile app, push, and email.
• Using Customer Engagement Platform (Braze) and Customer Data Platform (HighTouch), to create, send and report on multi-channel customer communications
• Using data and technology to deliver relevant, targeted and personalised experiences for customers across CRM and digital marketing
• Management and use of customer segmentation for CRM and digital marketing activity
• Working with customer and performance data, and using that data to understand and communicate key performance drivers, size opportunities, support decision-making and inform strategy

Our Commitment To You

At RVU, we are dedicated to developing valuable, inclusive, and user-friendly products and services that deliver positive outcomes for all of our customers. To achieve this it’s essential that our teams reflect the diverse range of people in our community. We believe in being the change we wish to see in the world, by embracing our differences and holding ourselves accountable to being open and inclusive teammates and wider community members.

What We Offer

We want to give you a great work environment, support your growth both personally and professionally, and provide benefits that make your time at RVU even more enjoyable. Here are some of the benefits you can look forward to:

• 10% discretionary yearly bonus and yearly pay reviews (based on RVU and personal performance)
• A hybrid working approach with 2 in-office days per week and up to 22 working days per year to “work from anywhere”
• Employer matching pension contributions up to 7.5%
• A one-off £300 “Work from Home” budget to help contribute towards a great work environment at home
• Excellent maternity, paternity, shared parental and adoption leave policy, for those key moments in your life
• 25 days holiday (increasing to 30 days) + 2 days “My Time” per year
• Private medical cover, critical illness cover, dental plans and employee assistance programme
• Employee discounts programme
• A healthy learning and training budget
• Electric vehicle and cycle to work schemes
• Free in-office gym, accessible 7 days a week
• Free breakfast in the office daily
• You’ll be equipped with great technology (choice of Mac or Windows)
• Free access to the Calm and Peppy app for physical and mental health
• Regular events - from team socials to company-wide events with insightful external speakers, we want to make sure our colleagues continue to feel connected
• As a tech company who strives to get better every day, we use Metaview during the interview processes for note taking purposes. This records and transcribes interviews so the interviewer can fully focus on your conversation, rather than writing. This has no bearing on the assessment of you as a candidate and you can opt out at any time. Just let us know.