Location: UK (Remote)
Role title: CRM Manager
Salary: £35,000 - £45,000
Who we are: Epos Now is a fintech company that supports over 30,000 businesses across 71 countries and works within the payments and point of sale (POS) space. Our mission is to make commerce accessible for everyone. After such successful development, we are expanding our marketing department to support a growing customer base. With an inclusive culture, we support every employee with a personalised progression plan to identify a clear and achievable career path for success.
Role Description:
At Epos Now, the CRM Manager will be a key driver in enhancing customer relationships and achieving profitable growth. You will be responsible for shaping and executing our CRM strategy, leveraging your expertise in Customer Relationship Management systems to foster long-term relationships with our clients. Your role will involve close collaboration with Sales, Operations, and Marketing teams to boost our market presence and customer engagement. By implementing effective CRM practices and innovative marketing strategies, you will play a crucial role in increasing revenue and achieving business objectives.
Accountabilities / Success Measures:
Core Responsibilities:

• : Oversee and manage relationships with existing customers through CRM systems such as Salesforce and Salesforce Marketing Cloud.
• Ensure the CRM system supports an effective lead nurture and sales funnel, improving conversion rates.
• Develop and implement comprehensive CRM strategies to attract and retain customers, minimizing churn rates.
• Proactively identify and address customer needs through innovative methods and solutions.
• Track and analyze key marketing metrics and trends, such as conversion rates and web analytics, to inform strategy.
• : Assist in organizing and executing promotional campaigns targeting prospective customers.
• Evaluate and select CRM-related software and tools that best meet the company’s needs.
• Market Research: Conduct thorough market research to stay updated on industry trends and competitor strategies.
• : Proactively engage internally and externally to ensure clear and effective communication.

Success Measures:

• Click-Through Rate (CTR): Target >9.1%, Stretch >9.6%
• Conversion Rate (Click to Lead): Target >2.5%, Stretch >2.7%
• Conversion Rate (Lead to Opportunity): Target >43%, Stretch >45%
• Bounce Rate: Target <3.2%, Stretch <2.8%
• Open Rate: Target >49%, Stretch >52%
• Unsubscribe Rate: Target <0.3%, Stretch <0.25%
• Leads per Month: Target >80, Stretch >87
• Opportunities per Month: Target >34, Stretch >39
• Customers per Month: Target >20, Stretch >23

Accountabilities:
Product Strategy and Vision:

• Collaborate with leadership to define and refine the CRM vision and strategy.
• Develop and maintain a CRM roadmap aligned with business goals, ensuring timely delivery of initiatives.
• Clearly communicate the CRM vision and roadmap to internal stakeholders.

Product Adoption:

• Increase customer engagement through personalized marketing strategies and effective CRM usage.
• Ensure the CRM system provides an efficient lead nurture and sales funnel, driving higher conversion rates.
• Develop and implement strategies to retain customers and minimize churn.

Financial:

• Drive revenue growth through effective CRM strategies, meeting or exceeding financial targets.
• Optimize CRM-related expenses, ensuring efficient use of resources.
• Regularly report on financial metrics such as Customer Lifetime Value (CLV) and Cost of Acquisition (CAC).

Quality and Performance:

• Ensure the CRM system is reliable, with minimal downtime and issues.
• Track and resolve CRM-related issues promptly, maintaining high system performance.
• Continuously improve CRM processes based on feedback and performance data.

Engagement & Retention:

• Monitor and reduce customer churn rates through proactive engagement and retention strategies.
• Establish a robust feedback loop with customers to address concerns and improve service offerings.
• Achieve high customer satisfaction scores through consistent and responsive CRM practices.

Market:

• Stay informed about industry trends and competitor strategies to keep the CRM strategy relevant and competitive.
• Monitor and report on market share and positioning, adjusting strategies as needed.
• Ensure all CRM activities comply with relevant regulations and standards.

Product & Development:

• Track and promote the adoption of new CRM features, ensuring they meet customer needs.
• Manage the release cycle for CRM updates and improvements, ensuring smooth implementation.
• Provide training and resources to ensure effective use of CRM tools across the organization.

Customer & Customer Voice:

• Engage with customers regularly to gather insights and feedback.
• Utilize surveys and forums to collect customer opinions and improve CRM practices.
• Act as a customer advocate within the company, ensuring customer needs are prioritized in CRM developments.

Compliance:

• Ensure CRM practices comply with data security standards and regulations.
• Implement and maintain fraud prevention measures within the CRM system.
• Stay updated on relevant regulations and ensure CRM processes adhere to them.

AI and Automation:

• Leverage AI and automation to streamline CRM processes and reduce manual workload.
• Develop and maintain knowledge articles to support CRM users and improve issue resolution.

What you get:
➔ Career progression and growth
➔ Fully remote role
➔ Salary between £35,000 - £45,000 with opportunity to scale
Total of 28 days paid holiday (20 days plus 8 public holidays).
Company celebratory events (summer and winter).
How to Apply:
After successful screening with Recruitment Junky, there is a 2 stage interview process.
Job Types: Fixed term contract, Freelance
Pay: £35,000.00-£45,000.00 per year
Benefits:

• Company pension
• Work from home

Schedule:

• Monday to Friday

Application question(s):

• Are you available on a fixed termed basis from September - November 2024?

Experience:

• Monitoring CRM Systems: 5 years (required)
• Salesforce Marketing Cloud: 5 years (required)
• Promotional Campaigns: 5 years (required)

Language:

• English (required)

Work authorisation:

• United Kingdom (required)

Work Location: Remote