About the Role:
Are you obsessed with creating amazing customer experiences? Do you thrive on turning data into gold and making customers feel like VIPs? If so, you might just be the Customer Experience & CRM Manager we’re looking for!
We’re on a mission to redefine how our audiences interact with us, and we need someone who’s just as passionate about this as we are. In this role, you’ll be the maestro orchestrating seamless customer journeys that delight at every stage. You'll be the go-to expert for all things CRM, making sure our systems not only run like a well-oiled machine but also deliver wow-worthy experiences that keep our audiences coming back for more.
We’re looking for someone who has hands-on experience designing, testing, and implementing Dynamics D365 from the ground up. You’ll know how to build a system that not only works but wows, ensuring it’s fully optimised to deliver a seamless experience for both our team and our customers. If you’ve got a track record of taking CRM projects from concept to completion, we want you on our team.
What You’ll Do:
- Craft Epic Customer Experiences:
- Design, implement, and fine-tune our customer experience strategy.
- Collaborate with performance marketing, brand marketing, technology, communications, and other support teams to ensure our customer touchpoints are on point.
- Listen to the voice of the customer (VOC) and turn feedback into actionable strategies that continuously elevate our customer journey.
- Own the CRM Game:
- Take charge of our CRM platform, making sure it’s optimised, integrated, and turbocharged for customer engagement.
- Create and execute CRM campaigns that are as personalised as a handwritten note and as effective as a great punchline.
- Analyse customer data to identify trends, segment audiences, and develop strategies that boost loyalty, retention and lifetime value.
- Map the Customer Journey:
- Map out every twist and turn of our customer journey, identifying opportunities to surprise and delight at every stage.
- Work cross-functionally to ensure our customer experience is seamless, whether customers are clicking, calling, or chatting with us.
- Lead initiatives that ensure a consistent, high-quality experience across all platforms—digital, and beyond.
- Lead with Data:
- Turn customer insights and data into action, making data-driven decisions that enhance the customer experience.
- Track and report on key metrics like NPS, CAC, and CLTV—because numbers don’t lie, but they sure do tell a story.
- Spot trends and unearth opportunities within the customer lifecycle to keep our strategy ahead of the curve.
- Be a Rockstar Leader:
- Lead, mentor, and inspire the marketing team, fostering a culture of innovation and customer-first thinking.
- Collaborate Like a Pro:
- Champion the customer’s voice within the company, advocating for initiatives that will enhance their experience and loyalty.
What You Bring:
- Education: Bachelor’s degree (or similar)
- Experience:
- 5+ years in customer experience, CRM, or similar roles where you’ve driven results and made customers smile.
- Proven success in creating and executing customer-centric strategies in Dynamics D365 that move the needle.
- Hands-on experience with CRM platforms (D365 is essential) and customer feedback tools—because tools are only as good as the hands they’re in.
- Skills:
- You’re analytical but also creative—able to think both strategically and tactically.
- Communication is your superpower—you can influence and collaborate like a pro.
- You’re a customer journey mapping and process optimisation guru.
- Above all, you’re customer-obsessed and thrive in a fast-paced, ever-evolving environment.