CRM Manager

About us

Dyson is growing fast, and our ambition is huge – more categories, more locations, and more people. Our technology is unique and complex, so it’s up to us to explain it clearly. Working in-house, directly with engineers and the broader business, we create inspirational communications that showcase our technology.

At Dyson, we are passionate about taking care of our shoppers and owners. Selling directly to our global customers is central to our business strategy, allowing us to offer exclusive machines and cultivate unique owner relationships that only Dyson can provide. By leveraging our strong brand and customer loyalty, the E-Commerce team in the [insert country/cluster] is responsible for driving Dyson’s growth via the online shopping experience.

Key Responsibilities:

· Campaign Management:

o Define, support, and implement all CRM and email campaigns to enhance the owner experience.

o Develop campaign strategies that align with overall marketing and business goals.

o Coordinate with internal teams (marketing, ecommerce, product) and external partners (agencies, vendors) to execute campaigns.

· Stakeholder Coordination:

o Work closely with internal and external stakeholders to develop and activate campaigns that effectively connect with owners.

o Ensure all campaigns are aligned with brand guidelines and messaging.

o Facilitate regular meetings and communication with stakeholders to keep them informed and engaged.

· Retention Strategies:

o Drive retention strategies in coordination with marketing and ecommerce teams.

o Develop programs to increase customer loyalty and reduce churn.

o Monitor retention metrics and implement improvements based on data insights.

· CRM Advocacy:

o Advocate for registration initiatives, encouraging new and existing customers to register their products.

o Serve as the internal expert on CRM, providing guidance and best practices for effective communication with owners.

o Educate stakeholders about the importance of CRM and its impact on customer retention and satisfaction.

· Channel Ownership:

o Own and coordinate CRM and email marketing channels for designated markets.

o Ensure consistency and effectiveness across all CRM touchpoints.

o Manage the CRM calendar, scheduling campaigns and activities to maximise impact.

· Automated Campaigns:

o Develop and execute automated lifecycle and cross-channel marketing campaigns.

o Implement workflows that trigger personalised communications based on customer behavior and preferences.

o Continuously improve automation strategies to enhance efficiency and effectiveness.

· Audience Segmentation:

o Identify target audiences along the customer journey through regular A/B testing and segmentation analysis.

o Utilise CRM data to create detailed customer segments for personalised marketing.

o Test and refine segmentation strategies to improve campaign relevance and engagement.

· Performance Analysis:

o Continuously analyse and optimise campaign performance to meet KPIs and improve owner engagement.

o Use analytics tools to track and report on key metrics such as open rates, click-through rates, and conversion rates.

o Provide insights and recommendations for campaign enhancements based on performance data.

· Review Generation:

o Generate owner reviews and optimise templates for our website.

o Encourage satisfied customers to share their experiences and feedback.

o Monitor and respond to reviews to maintain a positive brand reputation.

· Stakeholder Education:

o Foster synergy among key stakeholders by educating them about CRM, retention, and care communications.

o Develop training materials and conduct workshops to increase understanding and usage of CRM tools and strategies.

o Promote a culture of data-driven decision-making within the organisation.

About you

To succeed in the role, we expect you to have:

- Experience in campaign execution: Ability to oversee internal and external teams effectively.

- Proficiency in data-driven strategies: at least four years of experience implementing data-driven campaign strategies.

- Expertise in CRM platforms: Specifically, proficiency in Salesforce Marketing Cloud and other relevant tools.

- Innovative digital marketing: Proven track record of implementing innovative digital marketing strategies.

- Proactive problem-solving: Demonstrated ability to proactively solve problems and drive solutions.

- Excellent communication: Clear and concise communication skills, adept at engaging and influencing stakeholders at all levels.

- Adaptability and quick learning: Ability to pick up new activities and adapt to changes in a dynamic environment.

- Attention to detail: Meticulous execution of materials and campaigns with attention to detail.

- Entrepreneurial spirit: Willingness to take risks, deal with ambiguity, and drive continuous improvement.

Language proficiency: Fluency in English.

Dyson is an equal opportunity employer. We know that great minds don’t think alike, and it takes all kinds of minds to make our technology so unique. We welcome applications from all backgrounds and employment decisions are made without regard to race, colour, religion, national or ethnic origin, sex, sexual orientation, gender identity or expression, age, disability, protected veteran status or other any other dimension of diversity.