Senior CRM & Customer Engagement Executive

at  Addison Lee

ABOUT US

From humble beginnings to London’s most trusted business-class car service in just over forty years, Addison Lee have grown with and for the times.
And yet, so little has changed about us. We still believe that taxis and minicabs can be so much more than just a means to an end – our clients are right to expect extraordinary standards, and by allying the latest technologies with traditional customer service values, we can not only disrupt the industry, we can revolutionise it.
Today, our iconic cars are responsible for getting over 10 million people where they need to go each year in London alone. And with our business expanding every day we will continue to deliver that same executive service consistently, no matter where we are.

REQUIREMENTS

• Proven experience in CRM management, preferably within the transportation, travel, or service industry.
• Extensive experience with Emarsys or similar CRM platforms is required.
• Strong analytical skills with the ability to interpret complex data sets and draw actionable insights.
• Excellent project management skills with the ability to prioritise and manage multiple initiatives simultaneously.
• Exceptional communication and interpersonal skills with the ability to collaborate effectively across teams.
• Creative thinker with a passion for delivering exceptional customer experiences.
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
• Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint

We are seeking a highly skilled and experienced Senior CRM & Customer Engagement Executive to join our dynamic team at Addison Lee. The successful candidate will play a key role in driving customer engagement, retention, and loyalty through effective CRM strategies and campaigns. Reporting to the Head of Marketing the Senior CRM and Engagement Executive will be responsible for developing and executing targeted initiatives to enhance customer experience, increase brand loyalty, and drive revenue growth.

• You will be responsible for developing and implementing comprehensive CRM strategies to drive customer engagement, retention, and loyalty.
• Manage and optimise the Emarsys CRM platform to deliver personalised and targeted communications across multiple channels.
• Analyse customer data and behaviour to identify trends, insights, and opportunities for optimisation.
• Collaborate with cross-functional teams including Sales, and Product to align CRM initiatives with business objectives.
• Create and execute segmented email campaigns, newsletters, and other communication and marketing initiatives to drive customer engagement and increase conversion rates.
• Monitor campaign performance, conduct A/B testing, and utilise data-driven insights to continually improve campaign effectiveness.
• Lead the development of customer journey maps, automation, and lifecycle strategies to enhance the overall customer experience.
• Work closely with the Head of Marketing to develop KPIs, and track performance against targets.
• Stay informed about industry trends, best practices, and emerging technologies in CRM and customer engagement.
• Provide regular reports and updates on CRM performance to senior management, and the wider marketing team.