SENIOR CRM OFFICER

at  Royal Shakespeare Company

Are you passionate about championing online customer journeys? Are you data-driven with a desire to know audiences better? Have you got experience of using ticketing databases and emails to create better marketing communications?
We are looking for a part-time Senior CRM Officer for up to 12 months to cover a period of maternity leave. In this role you will optimise the online experience of our audiences and drive income by researching, developing and implementing CRM and online user experience programmes and improvements.

Reporting to the Research, Data and Insight Manager, key responsibilities will include (see the job description and person specification for the comprehensive list):

• Championing the audience within all online development and finding creative solutions to problems.
• Put audiences at the forefront of the marketing teams eCRM through promotion of the email audience plan.
• Overseeing the implementation of the RSC eCRM roadmap including website, emails and other online and offline activity including the RSC’s email marketing strategy.
• Delivering insight on the user experience of the portfolio of digital products and services, with primary focus on the customer experience on the RSC website, delivering recommendations to maximise the income potential of the website as a sales channel.
• Leading programmes of systematic testing and continuous improvement of the online audience journey.
• Reporting and updating KPIs for Audiences and Marketing CRM growth, engagement and revenue.

To be suitable for this role, you must have:

• In-depth experience of working with customer relationship management databases for marketing and analysis.
• Experience of email clients (ideally Prospect2) as part of the online audience journey.
• A data-driven, customer-centred approach and the drive for continuous improvement.
• Confidence with a broad range of technology and data.
• The ability to work under your own initiative with outstanding planning and organisational skills.
• Superb analytical skills and the ability to interpret complex data.
• Excellent interpersonal and communication skills.

This role is offered as a part-time, 25 hours which can be worked flexibly across 5 days per week, or less. The position is a fixed term contract for up to 12 months, depending upon the return of the postholder. The role is based in Stratford-upon-Avon, with options for flexible and hybrid working. Due to the nature of our work, there will be occasional evening and weekend working.

RSC Benefits:

• 25 days annual leave, rising to 28 days after 3 years’ service, plus Public Holidays (pro-rata for part time colleagues)
• Subsidised car parking
• Contributory pension scheme
• Complimentary tickets for productions in Stratford-upon-Avon and London.
• Staff discounts in the RSC shop, restaurant, cafes, and other local Stratford-upon-Avon businesses
• Onsite Occupational Health and Wellbeing Hub
• Annual cost of living pay award, not contractual based upon union negotiation
• Access to the RSC Nursery in Stratford-upon-Avon
• Access to RSC training and personal development

We are committed to cultivating a diverse and inclusive workplace culture, and welcome and encourage applications from candidates of all backgrounds, identities and lived experiences.
Application Process
All applications should be made online using the RSC website. If you need any assistance when applying, please email jobs@rsc.org.uk
Online, first stage interviews for this position will take place in the week commencing 8 April.
The RSC strives for excellence, and values integrity, inclusion, ambition and innovation. We act with respect, show leadership and build resilient ways of working in all our activities.
We can offer great benefits and aim to create a welcoming, supportive environment which is happy, healthy and safe. We place great importance upon developing a diverse, highly motivated and energised workforce to help achieve our priorities. We put our values at the heart of everything we do.
The Royal Shakespeare Company (no. 212481) is a registered charity.

Reporting to the Research, Data and Insight Manager, key responsibilities will include (see the job description and person specification for the comprehensive list):

• Championing the audience within all online development and finding creative solutions to problems.
• Put audiences at the forefront of the marketing teams eCRM through promotion of the email audience plan.
• Overseeing the implementation of the RSC eCRM roadmap including website, emails and other online and offline activity including the RSC’s email marketing strategy.
• Delivering insight on the user experience of the portfolio of digital products and services, with primary focus on the customer experience on the RSC website, delivering recommendations to maximise the income potential of the website as a sales channel.
• Leading programmes of systematic testing and continuous improvement of the online audience journey.
• Reporting and updating KPIs for Audiences and Marketing CRM growth, engagement and revenue

To be suitable for this role, you must have:

• In-depth experience of working with customer relationship management databases for marketing and analysis.
• Experience of email clients (ideally Prospect2) as part of the online audience journey.
• A data-driven, customer-centred approach and the drive for continuous improvement.
• Confidence with a broad range of technology and data.
• The ability to work under your own initiative with outstanding planning and organisational skills.
• Superb analytical skills and the ability to interpret complex data.
• Excellent interpersonal and communication skills