Senior CRM Manager - Putney Office

Salary up to: Competitive

A key member of the Loyalty & CRM Team, the Senior CRM Manager is accountable for devising a CRM programme that creates powerful customer connections and grows customer lifetime value. Accountable for growing CRM revenue and performance, the Senior CRM Manager will have a strong focus on optimisation, and improving our ability to provide personalisation. As the business continues its journey towards becoming multi-channel and customer-centric, this role is crucial in enhancing our capabilities to allow us to grow. 

The Senior CRM Manager will be accountable for:

•     Team development- growing the capabilities of the team and helping them develop and thrive in their roles, with a strong focus on personal development
•    Devising a CRM plan which delivers against customer and trading objectives
•    Working with the Loyalty and CRM Lead to shape the CRM strategy and vision
•    Growing performance and revenue of CRM campaigns, and owning the testing strategy to optimise CRM KPIs such as open rate, click rate and deliverability 
•    Devising our customer audience strategy, establishing objectives for each customer segment and devising CRM campaigns to achieve them
•    Growing our CRM programme, including introducing new CRM channels such as mobile messaging, and devising ways to grow the database
•    Devising customer lifecycle campaigns, and automated communications journeys
•    Introducing new systems and tools into the business to enhance capabilities 
•    Building in-house CRM production capabilities, to remove our dependency on agencies
•    Demonstrating ROI and enhancing CRM measurement capabilities, including the development of attribution models
•    Communications standards- ensuring all of our communications are on brand, generating value, and providing a brilliant experience 
•    Creating brilliant cross- functional relationships, and working with the product teams to enhance our targeting and measurement capabilities, and prioritise growth opportunities 
•    Manging agency partners 

Key Stakeholders:

•    Wider Loyalty and CRM Team
•    Loyalty, CRM and Data Product Teams
•    Wider Digital and E-Commerce Team
•    Wider Marketing team (Brand Communications, Regional Marketing)
•    Agency partners

The candidate should have experience of:

•    Proven experience in CRM roles 
•    Developing and growing people and creating high performing teams
•    Owning a CRM programme and being accountable for driving revenue growth 
•    Devising testing programmes, with a strong aptitude for numbers and comfort with data and analytics 
•    Introducing new Technology and tools
•    Demonstrating results and making evidence-based decisions
•    Working in a product-led way
•    Working with CRM platforms and analytics tools such as Google Analytics
•    Devising segmention and audience strategies, databases and building data queries
•    Managing and creating Marketing email and mobile messaging campaigns (coding experience is not required)
•    Technical understanding of databases and data flows 

The candidate should be:

•    A proactive self-starter, with a strong desire to optimise 
•    Highly analytical, results-driven, and commercially-minded
•    Naturally organised and be able to manage several different projects at once
•    Fastidious about detail, with a good natural instinct for creative design
•    An excellent communicator and be able to navigate cross-function projects, often working with multiple stakeholders
•    Naturally calm under pressure
•    A positive, team player
•    An expert in CRM and aware of emerging trends

Our candidate should be looking for:

•    An opportunity to shape the future of CRM at a business that is building the foundations of an exciting journey
•    A culture with strong purpose & values, intent on contributing to / driving positive cultural and sociateal change 
•    An environment which is relaxed and informal, whilst highly driven and ambitious

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At Nando's, everyone is welcome.

Inspired by our Southern African heritage we know and value the richness that diversity brings to Nando’s. We’re committed to creating an inclusive and respectful culture for all; including our existing and future Nandocas, partners and suppliers, customers and the communities we are a part of.

We deliberately work hard to create an environment where every individual is valued, respected and can flourish regardless of who they are, their background or outlook on life.

We welcome applications from a diverse range of individuals and will consider any reasonable adjustments in order to enable candidates to perform as well as possible during the recruitment process.