Job Description

This will include educating on RFM segmentation basics, targeted tests and utilization of tools that you can bring to the role. Beyond that it will be up to you to decide what direction and strategy to follow. Hand hold the donors’ experience and from first time donation to multiple donations. You will make the donor lifecycle relevant, engaging and drive incremental donations for these donors.

The key responsibilities of the CRM Executive will be:

• Plan, manage and deliver a CRM strategy, leveraging HubSpot, bespoke tools and customer understanding to improve acquisition, conversion, and retention of customers across the charity.
• Working closely with the call center team to repurpose and re-engage and interest and enquiries from the leads that are generated
• Lead the role of Email and SMS in the delivery of campaigns
• Develop, plan and execute customer journeys for each campaign – including but not restricted to onboarding, data base building, customer satisfaction, regular outreach etc.
• Coordinating the communication of launches, specific campaigns and regular BAU.
• To segment and identify various customer groups within the databases, so that targeted campaigns can be run effectively.
• Ensure the growth of the database always outweighs any loss
• Monitor Performance and reporting of key CRM metrics

Benefits:

• Bike to work scheme
• Company pension
• Sick pay
• Store discounts

Schedule:

• Monday to Friday
• Weekends

COVID-19 considerations:
Penny Appeal have installed thermal cameras to alert if body temperature is raised on entry to the building. Strict Covid-19 protocols are in place to protect all staff and visitors.

Work remotely:

• Yes, temporarily due to COVID-19

COVID-19 Precaution(s):

• Remote interview process
• Personal protective equipment provided or required
• Temperature screenings
• Social distancing guidelines in place
• Virtual meetings
• Sanitization, disinfection or cleaning procedures in place

Required Knowledge, Skills, and Abilities

1. Key data segmentation and management (strategic level and hands on) 2. Educate and apply RFM and LTV strategies, execution methods and tools. 3. Briefing designers and collaborating with marketers to implement marketing communications cross multiple channels including site, email and social and tailoring communications 4. Improve customer return rates and repeat purchase rates for existing donors 5. Optimize efficiency and quality of campaigns. Measure, evaluate and report on success 6. Identify and implement continuous improvement opportunities for maximizing donor value 7. Set-up and help manage eCRM programmes (Strategic and hands on) 8. Advise and assist on donor loyalty programme where appropriate 9. Be passionate about the UX and donor journey to maximize revenue from loyal customers 10. Help develop Penny Appeal best practice framework to apply across appeals 11. Manage budgets by campaign and advise operationally 12. Assist on eCRM calendars and ensure these ties in with marketing activity 13. Understand tactics and technologies can be used to drive loyalty as well as where and when certain loyalty type programs are not suitable. 14. Assist with innovation and development of subscription models