Customer Success Specialist coordinating customer journeys and resolving issues for European clients. Engaging with technical teams to support CSMs in customer success initiatives.
About the role
- CRM Manager focusing on improving CRM strategy across channels at Uswitch. Transforming customer experience in Energy services through insights and engagement.
Responsibilities
- 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.
Requirements
- 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.
- You don’t need to tick off everything on this list - so don’t let that hold you back from applying. We want to make sure you’re learning plenty during your time with us!
Benefits
- 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 with years of employment to 30 days) + 2 days “my time” per year
- Private medical cover, critical illness cover, and employee assistance 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.
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