Customer Relationship Manager (CRM)

Position Summary:

The CRM Specialist will play a key role in building and nurturing relationships with School teachers. This role involves managing CRM systems, executing customer engagement strategies, and driving loyalty through personalized campaigns. The CRM Specialist will ensure the effective use of customer data to enhance engagement, increase sales, and deliver a superior experience across multiple channels.

Key Responsibilities:

CRM Strategy & Management:

• Develop and execute a comprehensive CRM strategy aligned with the marketing and sales goals.
• Manage and maintain the CRM platform, ensuring data accuracy, segmentation, and integration with other systems like CRR, NBD, Scots Sheet, FMS & MECA
• Identify customer stages and design targeted campaigns to drive engagement, acquisition, retention, and reactivation.

Customer Segmentation & Campaigns:

• Analyze customer behavior and create segmented lists for personalized email campaigns, promotions, and newsletters. And collated teacher & school data and other information.
• Collaborate with marketing and editorial teams to tailor content based on reader preferences, purchase history, and engagement levels.
• Manage CRM-driven promotions for book launches, events, and seasonal campaigns.

Data Analytics & Reporting:

• Track CRM KPIs such as open rates, click-through rates, conversion rates, and customer retention.
• Provide insights on campaign performance and customer trends to inform marketing and sales strategies.
• Generate regular reports CRR, NBD, Scots.

Collaboration & Cross-functional Support:

• Work closely with the editorial, marketing, sales, and digital teams to ensure cohesive customer messaging.
• Assist in planning loyalty programs, book club initiatives, and digital engagement campaigns.
• Support customer service teams by offering data insights and enhancing customer satisfaction.

Process Improvement & Innovation:

• Identify opportunities to automate customer journeys and streamline communications.
• Stay updated on publishing industry trends, CRM innovations, and best practices in reader engagement.
• Recommend tools and techniques for improving CRM effectiveness, including AI and personalization strategies.

Key Skills & Competencies:

• Analytical Mindset: Strong ability to interpret customer data and transform it into actionable insights.
• Tech-Savvy: Comfortable working with CRM tools and digital marketing platforms.
• Creative Thinking: Able to collaborate with creative teams to craft compelling messaging and campaigns.
• Communication: Excellent written and verbal communication skills.
• Attention to Detail: High level of accuracy and focus on data integrity.
• Customer Focus: Passion for delivering exceptional customer experiences and understanding reader behaviour.
• Project Management: Ability to manage multiple projects and meet tight deadlines.

Job Types: Full-time, Permanent

Schedule:

• Day shift

Supplemental Pay:

• Yearly bonus

Experience:

• Customer relationship management: 3 years (Preferred)

Work Location: In person