QUALIFICATIONS & EXPERIENCE:

• 5+ years of experience in CRM, lifecycle marketing, or digital marketing, preferably within banking or financial services.
• Hands-on experience with Dynamics 365 Marketing (Customer Insights – Journeys) or other marketing automation platforms.
• Strong understanding of customer segmentation, journey mapping, and campaign execution.
• Experience in omni-channel marketing (email, SMS, push, in-app, web personalization).
• Evidence of working with Marketers and agencies to generate compelling copy and content and create engaging email, SMS and Push messages
• Ability to manage multiple campaigns simultaneously while meeting deadlines.
• Strong communication and stakeholder management skills. You can influence, innovate and execute with confidence

ROLE OVERVIEW:

The CRM Manager – Everyday Banking will be responsible for planning and executing customer engagement campaigns for Everyday Banking products (e.g., current & savings accounts, deposits, payments). This role will leverage the Dynamics 365 Marketing platform to deliver targeted, data-driven, and personalized communications aimed at increasing product usage, engagement, and customer retention.

KEY RESPONSIBILITIES:

• Be a CRM champion - Develop and manage CRM campaigns for Everyday Banking customers, ensuring alignment with business objectives.
• Build powerful client journeys - Utilize Dynamics 365 Marketing to automate and optimize customer journeys across email, SMS, push, and in-app notifications.
• Leverage data and insights:
• Work closely with data teams to define customer segments and behavioural triggers for targeted campaigns.
• Monitor, analyse, and report on campaign performance, customer engagement, and conversion rates, using insights to drive improvements.
• Collaborate with product, digital, and analytics teams to ensure campaigns are data-driven and insight-led.
• Collaborate and innovate:
• Partner with UX and creative teams to develop compelling CRM content and messaging.
• Continuously explore new features and enhancements within Dynamics 365 Marketing to drive efficiency and effectiveness.
• Test learn and improve - Support test-and-learn initiatives, leveraging A/B testing to optimize engagement strategies.
• Protect the business - Ensure all CRM activities comply with regulatory requirements, privacy laws, and internal governance policies.