CRM & CDP Manager

at  Twinings Ovaltine

DESCRIPTION

Great People Work Here
In Twinings UK&I we are on a stimulating journey of transformation as we seek to achieve our exciting goal of becoming a leading brand in wellbeing drinks. We have created an organisation designed to be in flow, where everyone has a pivotal role to play, and an experience that enables you to get the most out of life at Twinings and thrive.

DO YOU WANT TO HELP SHAPE THE CONSUMER EXPERIENCE OF ONE OF THE MOST RECOGNISABLE AND HIGHLY REGARDED UK BRANDS?

We’re Looking for a highly curious, consumer-centred Customer Relationship Management (CRM) & Consumer Data Platform (CDP) Manager to focus on both our direct to consumer (DTC) and trade B2B websites, playing a key role in us reaching our vision of becoming a leading wellbeing drinks brand.
We’ve built a strong Customer Relationship Management programme and have recently added a Consumer Data Platform. It’s through this growth and additional understanding gained from the Consumer Data Platform that this new and exciting role has been developed - designed around leading the next stages of our growth and connection with our consumers.
This role would be perfect for an experienced CRM / CDP Manager who truly values the impact that their work has on the consumer experience for a well-regarded brand - whether that be how we obtain and utilise data efficiently, the segmentation opportunities at our disposal, how or when we engage with consumers and the content we deliver to them and wants to play their part in our transformation journey.

SKILLS, KNOWLEDGE AND EXPERTISE

• Demonstrable experience in a similar role, for a consumer-centred brand
• Experience using key CDP and CRM systems (Bloomreach would be ideal but not essential), Google (analytics, merchant centre, ads), and technical ability in Shopify
• Curious, motivated and capable - with the ability to deliver value adding projects (whether technical, coding or content) in a timely and professional manner.
• Experience with data science and of delivering quantifiable business benefits - able to work with data to derive actionable insights related to personalising the consumer experience
• A great communicator, your strengths enable strong internal relationships to be built and enable you to bring others with you
• You are passionate about the role that the CDP/CRM/acquisition programme plays in building a joined up consumer experience

You’ll balance the strategic thinking with hands-on delivery - to grow a CDP, CRM and Acquisition consumer experience that embodies & inspires both target and existing consumers to develop a deeper relationship with Twinings. You’ll own email programmes, collaborating cross functionally to ensure that communications reflect our brand purpose and identity, and much more;

• Utilize data-driven insights to inform content creation, timing, frequency & overall CRM campaign plans.
• Contribute to consumer experience design - identifying and implementing personalisation, segmentation & customisation interventions (through a range of use cases)
• Ensure correct data privacy processes are in place we are operating in line with legal guidelines.
• Ensure timely and effective delivery of email campaigns across all segments, with a focus on personalization and performance optimization, owning and managing the key lifecycle automated flows.
• Implement omni-channel consumer experiences in the CDP / CRM platform, defining the ‘journey’ steps, business logic, rules to apply, channel templates and code required to serve content and execute the personalised experience in each channel.
• Create personalisation rules and logic in the CDP / CRM platform that tailor content, offers and recommendations to individual consumers based on their segments, preferences and behaviours - optimising this for relevancy and engagement.
• Define the data tracking required for performance reporting, building reports and analysis to inform decision-making on future data capture strategies, experience design and overall strategic plans.