CRM Programme Support Manager

  • Location
    Luton, Bedfordshire
  • Category
    IT - Programme / Project Management
  • Job type
    Temporary contract
  • Industry
    IT and Telecoms
  • External Reference
    JN-042021-178172

Programme Support Manager


Customer Relationship Management


12 months


Luton/WHO


Due to a number of system changes, Adecco global automotive client require a Customer Relationship Management Programme Support Manager - initially on a 12 month contract - to work in small Customer Relationship Management team in order to ensure a smooth migration of CRM data and email campaigns from existing Oracle/Siebel systems into a new Salesforce Marketing Cloud environment.


The Programme Support manager will work across multiple areas of the CRM environment including owners website and app - so the role does require a good understanding of data processing and system operation as well as current GDPR/legislative requirements.


The position is primarily home based but will require regular trips - anticipated a day week - into the office in Luton.


Day to day responsibilities:


Customer Relationship Management campaign migration and production



  • Work with Agency to complete IP Warming process for new Marketing Cloud environment

  • Work with Agency to manage migration of campaigns from existing platform to new environment


Customer Owners Centre Account Management



  • Maintain Owners Centre website content

  • Assist in development and delivery of Owner Centre content strategy

  • Work with Retailer network to assist in resolution of queries and issues

  • Produce and maintain Retailer training documents

  • Ensure robust data flows in order to ensure all records load in the most relevant manner. Create emails required for various customer touch points including on-boarding.

  • Ensure reporting is joined up in order to get all business reports required to run the business and to identify best data capture rates and collection points and/or processes


Mobile app and Connected Services



  • Manage UK app functionality changes; assist with testing as required for central release programme

  • Provide all imagery and content in size and format as required

  • Work with Central team and internal training department in order to create brand specific Retailer training

  • Maintain customer facing operation guides


Understand GDRP requirements and manage UK data feeds to ensure maximum compliance



  • Develop necessary guideline documentation for Retailers around new data sharing proposals

  • Maintain documentation for Retailer use to ensure data captured is usable wherever required

  • Track and document new data feeds and associated processes from all business areas to ensure compliance

  • Manage customer detail update requests

  • Support DPO to lead all business related data privacy topics

  • Ensure all Privacy Notices across all areas are up to date

  • Review all areas of customer opt in to understand most productive sources

  • Develop test and learn process to maximise opt-ins across all areas

  • Review and enhance emails to ensure good customer experience and maximise effectiveness and take up

  • Produce routine reports across multiple CRM areas including customer account creation, programme participation, services take up, marketing opt in reporting etc.


Requirements:



  • Knowledge of Customer Relationship Management and email campaign set up and dispatch processes - ideally in the Salesforce Marketing Cloud environment

  • Knowledge of HTML email creation and build processes

  • Good understanding of GDPR legislation

  • Good Excel skills in order to create various routine reports

  • Ideally knowledge of image manipulation software - although only required at a basic level


TO APPLY - Please apply with a up to date CV.

Candidates will ideally show evidence of the above in their CV in order to be considered.

Please be advised if you haven't heard from us within 72 hours then unfortunately your application has not been successful on this occasion, we may however keep your details on file for any suitable future vacancies and contact you accordingly.

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer


If you wish to register with us for future opportunities in your area, then please follow the link below.


https://connect.adecco.co.uk/s/login/?startURL=/CandidateRegistration











Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.


By applying for this role your details will be submitted to Adecco. Our Candidate Privacy Information Statement explains how we will use your information - please copy and paste the following link in to your browser https://www.adecco.co.uk/candidate-privacy

Please apply with your CV to: Paulina Nahaczewska