Manager CRM & Loyalty Manager - 14 Months FTC

‘Be a part of revolutionary change’ About us At PMI, we’ve chosen to do something incredible. We’re totally transforming our business and building our future on smoke-free products. With huge change, comes huge opportunity. So, wherever you join us, you’ll enjoy the freedom to dream up and deliver better, brighter solutions and the space to move your career forward in endlessly different directions! In this exciting role, you will develop and deliver a consumer-centric CRM and Loyalty strategy as part of the Marketing and Digital team to help achieve commercial objectives including revenue maximization, consumer retention and engagement, and value maximization. Your ‘day to day’ You will be working closely with the Head of Digital to lead the definition of the CRM and Loyalty strategies to achieve the required user experience, build our brands and drive product awareness. As part of this role, you will lead the creation of CRM roadmap including Lead Generation, Consumer, Community and Advocacy and oversees the delivery of the initiatives required to deliver the strategies. To ensure that the online consumer experience is positive and engenders brand loyalty, you’ll be responsible for setting the direction for all online CRM journeys and experiences. As a consumer centric organisation, you’ll ensures that the CRM and Loyalty strategies and execution plans have the consumer at the core while working with our CX team on identifying pain points and unmet needs and identify the opportunities to solve these. As the manager, you’ll establish work priorities, provide direction, and guidance to create on-brand, high-impact experiences based on consumer needs and business requirements. By setting the CRM governance approach, you’ll ensure “air traffic control” is in place to lead all personalized interactions with consumers. You’ll be accountable for all CRM communication. This is a role that requires daily cross functional collaboration. By working closely with the Commercial functions, you’ll ensure a joined up strategic commercial approach across all sales channels. Our Marketing colleagues will help the alignment with CRM strategy and the overall brand communications strategy, so delivery plans are joined up. The CX team will ensure retention and acquisition programmes are delivered to our consumers. You’ll be the point of contact with our global colleagues to ensure there is an alignment with our global CRM experiences whilst maintaining local relevance for the UK market and share, act upon lessons learned and best practice with other affiliates. As a people manager, you’ll be accountable for managing the performance and personal development of the CRM and Loyalty team to ensure a motivated and efficient team capable of achieving demanding objectives. You’ll encourage the development of CRM competencies and capabilities by coaching and creating learning opportunities. Acting as a role model, you’ll facilitate effective teamwork and encourage involvement and initiative, allowing individuals to enhance their potential within the job and improve overall performance of the digital channel, team spirit, motivation and commitment. About You • You are someone who has a proven background in CRM and Loyalty with experience in designing and deploying strategies. • You can work well in fast-paced environments and maintain a sharp focus while handling competing priorities. • You’ll have a good understanding of CRM platforms and demonstrated deep expertise with Salesforce Marketing Cloud. Proficiency with other marketing automation tools and capabilities is a plus. • You have a strong data-driven mentality to identify key opportunities for campaign improvements and have experience with customer loyalty and discount programs to increase customer retention as well as acquisition via advocacy. • Understanding of user segmentation strategy to influence user behavior and lifetime value is required. • You have excellent interpersonal and communication skills with the ability to work closely and effectively with a diverse group of people and to establish and maintain effective and productive working relationships. • You’ll have proven experience leading a robust team, working in a matrixed, cross-functional organization. • Analytical skills with Power BI and Google Analytics knowledge is a plus. What we offer We are a Global organisation that supports our colleagues around the world. We pride ourselves in providing security in an ever-changing world. PMI offers outstanding performers the opportunity to develop themselves, and grow their careers within the business, both locally and worldwide. Working with us offers a demanding, fast paced career, and we want to reward that. From our competitive salary, flexible working options, enhanced parental leave policy, medical cover, life assurance and season ticket loans, we have you covered. Our comprehensive flexible benefits pot allows you to further tailor your benefits to suit you. Our commitment to inclusion PMI is on a continuous journey to ensure that all of our people feel welcome, valued, and that they belong. We have a growing list of employee resource groups that cover age, disability, LGBTQ+, race and ethnicity, and parents. Our ERGs are inclusive, open internal networks that we encourage all of our employees to join. We’re also extremely proud to be the first global company to be awarded Equal Salary Certification. We take wellbeing seriously, so we have trained mental health First Aiders to help support our employees, as well as support in the form of our LifeWorks app and Employee Assistance Programme. PMI is an equal opportunities employer, hiring solely on merit and business need. We encourage applications regardless of sex, gender identity, ethnicity, age, sexual orientation, gender reassignment, religion or belief, marital status, pregnancy, parenthood and disability. If you require reasonable adjustments in any recruitment process with us, please make us aware.