Senior CRM Manager

Company Description

Twenty Twenty Digital is an ecommerce agency founded by business owners with a profit-first client approach. Our expert team of data-driven marketers has over 20 years of experience in maximizing growth through strategic storytelling. We offer a variety of services, including paid ads, content creation, PPC, SEO, and website development, by deeply understanding clients' values, vision, KPIs, data, and audiences. As an extension of our clients' internal teams, we focus on delivering profit-focused results.

Role Description:

As a CRM Manager, you will lead CRM strategy across multiple clients, working to enhance client relationships, drive customer engagement, and boost business growth. Your role will encompass developing and implementing multi-channel CRM campaigns, leveraging data analytics to refine strategies, and collaborating across various departments to ensure cohesive and effective customer communications. This position offers a great opportunity for a strategic thinker with a deep understanding of CRM principles and a passion for customer-centric marketing.

Key Responsibilities:

• Oversee day-to-day client relationships, ensuring satisfaction by addressing bespoke requests, troubleshooting issues, and providing strategic CRM guidance.
• Plan, develop, and implement targeted CRM campaigns aimed at increasing customer engagement, retention, and conversion rates. This includes crafting personalised and engaging content across email, SMS and push notifications.
• Work closely with clients to ensure CRM campaigns are timely, relevant, and aligned with overall business objectives. Coordinate efforts to promote new products, drive sales, and enhance customer satisfaction.
• Segment customer lists to deliver personalised and relevant campaigns to targeted audiences, optimising the customer journey at every touchpoint.
• Employ a test-and-learn approach to continually optimise campaigns. Use A/B testing, analytics, and feedback to refine messaging, timing, and targeting for maximum effectiveness.
• Develop and implement a comprehensive customer lifecycle strategy. Focus on maximising customer lifetime value through automated workflows and retention initiatives.
• Ensure customer databases are accurately maintained and compliant with GDPR and other relevant regulations. Implement best practices for data hygiene and security.
• Utilise data and analytics to measure campaign performance, track key metrics (e.g., click-through rates, conversion rates, engagement), and generate actionable insights to drive continuous improvement in CRM efforts.
• Prepare regular reports on CRM performance, insights, and recommendations for stakeholders. Communicate effectively with clients and internal teams to ensure transparency and alignment.

Qualifications & Experience:

• Bachelor's degree in Marketing, Business, or a related field.
• Proven experience in CRM management, preferably within a marketing agency or similar environment.
• Proficiency with CRM software and tools such as Klaviyo or similar platforms.
• Strong Analytical Skills and experience with market segmentation
• Excellent Communication and Sales skills
• Proficient in Project Management
• Ability to work independently and remotely
• Experience in ecommerce or digital marketing