Digital Marketing Strategy Senior Specialist

Location Coventry
Job type: Contract
Salary: £30.74ph Umbrella
Contact name: Laura Hopson

Contact email: lhopson@select-engineering.net
Contact phone: 01245403560
Job ref: 39722
Published: 18 days ago
Expiry date: 31 Dec 2024 23:59
Startdate: ASAP

​Position Description:

  • The Opportunity Our award winning Customer Journey team is made up of inspired and motivated professionals who are committed to transforming our business with creative, high-impact messages.

  • You'll bring your passion for our products to this role as you define customer touch points, develop our strategic CRM proposition and future direction, and deliver integrated and consistent communications.

  • With the specific purpose of delivering a digitally driven experience that our customers will love for a lifetime, you will develop and implement communications to stimulate sales of vehicles and services and in the process building familiarity and consideration of our brands.

  • You will also have responsibility for maximising customer and prospect databases, and developing the CRM programme aiming to increase lead acquisition, conversion and retention strategies

  • This role would suit someone with a strong digital customer experience background working for a luxury brand or automotive manufacturer, ideally across a range of product market segments.

  • An understanding of data analysis, segmentation methods and data protection legislation is essential along with previous CRM and multi-channel digital communications experience.

  • Key Performance Indicators A clearly defined customer journey and contact strategy for the company.

  • Optimisation of the current processes that exist within the company to ensure a consistently luxury experience.

  • Demonstratable evidence that customers get the right messages at the right time.

  • The Identification of opportunities to use customer data to create a more personal customer journey.

  • Ensure delivery of key sales funnel metrics. Introduce analytic sophistication to the business whilst staying actionable and results-oriented.

  • Ensure the company is maximising its data strategy including but not limited to; improved relevance and personalisation (1:1 communications); Tailored offers and next best action communications. Overarching UK Market Equation metrics Leads generated vs. target and conversion to sales.

  • Reduction in defection (customers leaving the brand(s)).

  • Customer engagement with the contact strategies devised.

  • Customer portal - usage stats including account creation, sessions & repeat sessions and self-service actions

  • Customer Data - variety of customer data metrics including unique usable records Defined strategic project delivery against key target milestones

  • Support the implementation and development of the contact strategy across all CRM touchpoints, facilitating the delivery objectives and specifically focused on: The end to end Customer Journey Customer touch points and contact programmes including campaign delivery and automation Analytics and insight approach Demand creation Customer loyalty, retention and advocacy Optimise the current processes that exist within the company to ensure a consistently luxury experience.

  • Leverage and/or integrate CRM touch points with campaign and/or new product launches.

  • Identify opportunities to use customer data to create a more personal customer journey.

  • Introduce analytic sophistication to the business whilst staying actionable and results-oriented.

  • Development of new nameplate launch strategies working with agencies to define appropriate audiences, build prospect pools and develop and deliver appropriate contact strategies and segmentation tools (brand specific, company - share of driveway).

  • Ensure the company is maximising its data strategy including but not limited to; improved relevance and personalisation (1:1 communications); tailored offers and next best action communications.

  • Work with UK and Global teams to utilise insight to transform the customer experience into the benchmark approach to customer engagement engendering loyalty as a result.

  • Work with wider CX and Global teams to ensure that future requirements are captured, mapped, prioritised and deployed into future contact strategies.

  • Create business cases and manage budget for campaign activity and the CRM function.

  • Undertake any other work as directed by their line manager in connection with their job as may be requested.

Skills Required:

  • Marketing communications or CRM experience in the automotive sector

  • Agency management skills

  • Stakeholder management

Experience Required:

  • Extensive marketing communications or CRM experience in the automotive sector.

  • Significant experience working on CRM and/or digital customer journeys.

  • Demonstrable project planning and process skills with flexibility to adapt to a wide scope of activities and projects. SFMC experience Understanding and experience of using multiple channels to maintain a consistent 1:1 message.

  • An understanding of the digital landscape, channels and how to use to target and engage customers effectively.

  • Budget management and cost control skills Consumer and commercial focus

  • Agency management skills including the ability to initiate and conclude projects

  • Strong IT skills, particularly with Excel Relevant degree or equivalent experience preferred

Experience Preferred:

  • Previous experience of mapping customer journeys and enhancing/rationalising touch-points.

  • Previous experience of working in an automotive or luxury brand in a marketing function function.

  • Resilient and enthusiastic, able to deliver results under pressure, whilst responding constructively to new ideas and inputs.

  • Some experience of working across a range of product market segments with a mainstream and/or premium brand.

Personal Profile Essential:

  • An individual who is results driven, demonstrates, tenacity, drive and perseverance, with the ability to deliver in a complex, highly demanding environment.

  • An individual with the ability to combine a short term, pragmatic focus with longer term planning.

  • An individual who is resilient, energetic and enthusiastic, able to deliver results under pressure, whilst responding constructively to challenging new ideas and inputs.

  • An individual who is able to challenge existing thinking in a positive way whilst building credibility and trust through experience and personal style.

  • A good communicator who can communicate complex ideas.

  • A effective team player, actively leads, develops and supports team members.

Desirable:

  • An individual who enables speed in decision making through establishing alignment, clarity, appropriate resources and sense of urgency whilst bringing others along.