CRM Manager
12 Month Fixed Term Contract
Chill Insurance are currently seeking a highly motivated and experienced CRM Manager to lead our CRM initiatives. The ideal candidate will have a strategic mindset, a strong understanding of CRM technologies and a proven track record of implementing successful CRM strategies to drive customer engagement, retention and satisfaction.
As CRM Manager, you will own the creation and delivery of the CRM strategy by planning, executing and delivering our multi-channel CRM program. This is a fantastic opportunity for an experienced CRM marketing professional, who is customer-focused and detail oriented to progress their Marketing career. You will routinely communicate channel performance within both Marketing team meetings and monthly performance reviews with the Senior Management Team.
You will be expected to work well with a variety of internal stakeholders across Brand, Content, Creative, Sales, Data and IT giving you the opportunity to be immersed in all areas of the business. You will own and manage the relationship between ourselves and our existing Marketing Automation Platform (XtremePush) – ensuring we’re driving value from the platform as well as testing new functionality as it becomes available.
As a senior member of the Marketing department, you will be expected to contribute to improving team ways of working and internal processes as well as support across other functions as required.
About The Company
Chill Insurance is an online insurance intermediary regulated by the Central Bank of Ireland. We are members of the Brokers Ireland and carry Professional Indemnity Insurance. We've been in business since 2007 (formerly insureme.ie) and re-branded as Chill Insurance in May 2008. We pride ourselves on our three main pillars; Search, Talk and Claims.
Chill Insurance is Ireland's fastest growing insurance broker and to ensure we continue our upward trajectory we're looking for superb people to come and join our rapidly expanding team.
Key Responsibilities
Strategy:
- Build, plan and drive the CRM strategy across three customer life stages; acquisition, retention and conversion, utilising a data driven approach and wider business objectives
- Create a CRM strategy that incorporates short-, medium- and long-term initiatives
Planning and Implementation:
- Feed into the Marketing annual and quarterly integrated planning process, outlining key new initiatives to drive performance across all customer life stages and areas for optimisation
- Set channel targets based on existing performance run rate, whilst utilising key initiatives to showcase opportunity areas of growth
- Map out each quarter with new initiatives, areas to test, scale and optimise and delegate actions to the CRM Executive
- Implement new campaigns based on core initiatives and create messaging hierarchies, write copy, design new emails, build segments and distribute communications to our customers in a timely and effective manner
- Work closely with the Data team to build of customer lists to drive campaigns, identify opportunities to improve personalisation of communications through customer understanding and finding ways to stream-line and improve the effectiveness of the data import process
- Utilise Google Tag Manager to implement triggered communications based on onsite customer behaviour
Objective Setting:
- Set objectives to drive enquiries across all product categories (acquisition) and communicate these to the CMO; with a focus on expanding multi-product policy holders and capitalising on our extensive prospective and lapsed customer bases
- Set objectives to increase sales across all product categories (conversion) and communicate these to the Head of Sales and CMO
- Set objectives to increase retention across all product categories (retention) and communicate these to the Head of Retention and CMO
- Delegate objectives to the CRM Executive from both a business and personal growth perspective
Monitoring and Measurement:
- Utilise existing reporting across Tableau, Power BI and external reports within
- XtremePush closely monitor campaigns across key engagement and commercial metrics
- Communicate campaign and channel performance in weekly team meetings as well as monthly business performance updates and channel specific deep dives to the senior leadership team
- Monitor technical performance of campaigns to identify issues in near-time and rectify to mitigate adverse campaign performance
Experience & Qualifications
- University degree in Marketing, Information Technology, PR, Business Studies/Management, or any other related fields
- Proven work experience as a CRM Manager or experience Senior CRM Executive, ideally in a regulated industry
- Experience working with a Marketing Automation Platform to create and distribute communications across email and SMS
- Experience working with and understanding data with Tableau and Power BI to draw conclusions on campaign and business performance
- Able to understand what the data means channel this creatively to create new campaigns and optimise existing campaigns
- Able to effectively convey and produce accurate graphical representations and visualisations of data collection
- Strong analytical and project management skills, as well as the ability to manage multiple projects at once
- Critical thinker and problem solving skills, with the ability to be reactive to the changing business environment and priorities
- Strong and confident communication, able to be proactive in meetings with peers and the senior management team
Desired Skills:
- Technical experience across Google Tag Manager, SQL and building customer lists as well as building API connections between data sources
- Hands on experience working with XtremePush
- Effective line management skills as you will be responsible for a team one of CRM Executive
- Experience in migrating data import processes and streamlining these
What can you expect from Chill?
- Career development
- Hybrid working model between remote and a very convenient and well-connected location in Sandyford Industrial Estate. A fun and modern office space with excellent facilities.
- Great staff sports & social events.
- Employee Wellness initiatives
- Cycle to Work Scheme
- Graduated holiday Leave entitlement linked to your service capped at 24 days annually
Strategy:
- Build, plan and drive the CRM strategy across three customer life stages; acquisition, retention and conversion, utilising a data driven approach and wider business objectives
- Create a CRM strategy that incorporates short-, medium- and long-term initiatives
Planning and Implementation:
- Feed into the Marketing annual and quarterly integrated planning process, outlining key new initiatives to drive performance across all customer life stages and areas for optimisation
- Set channel targets based on existing performance run rate, whilst utilising key initiatives to showcase opportunity areas of growth
- Map out each quarter with new initiatives, areas to test, scale and optimise and delegate actions to the CRM Executive
- Implement new campaigns based on core initiatives and create messaging hierarchies, write copy, design new emails, build segments and distribute communications to our customers in a timely and effective manner
- Work closely with the Data team to build of customer lists to drive campaigns, identify opportunities to improve personalisation of communications through customer understanding and finding ways to stream-line and improve the effectiveness of the data import process
- Utilise Google Tag Manager to implement triggered communications based on onsite customer behaviour
Objective Setting:
- Set objectives to drive enquiries across all product categories (acquisition) and communicate these to the CMO; with a focus on expanding multi-product policy holders and capitalising on our extensive prospective and lapsed customer bases
- Set objectives to increase sales across all product categories (conversion) and communicate these to the Head of Sales and CMO
- Set objectives to increase retention across all product categories (retention) and communicate these to the Head of Retention and CMO
- Delegate objectives to the CRM Executive from both a business and personal growth perspective
Monitoring and Measurement:
- Utilise existing reporting across Tableau, Power BI and external reports within
- XtremePush closely monitor campaigns across key engagement and commercial metrics
- Communicate campaign and channel performance in weekly team meetings as well as monthly business performance updates and channel specific deep dives to the senior leadership team
- Monitor technical performance of campaigns to identify issues in near-time and rectify to mitigate adverse campaign performance
Experience & Qualifications
- University degree in Marketing, Information Technology, PR, Business Studies/Management, or any other related fields
- Proven work experience as a CRM Manager or experience Senior CRM Executive, ideally in a regulated industry
- Experience working with a Marketing Automation Platform to create and distribute communications across email and SMS
- Experience working with and understanding data with Tableau and Power BI to draw conclusions on campaign and business performance
- Able to understand what the data means channel this creatively to create new campaigns and optimise existing campaigns
- Able to effectively convey and produce accurate graphical representations and visualisations of data collection
- Strong analytical and project management skills, as well as the ability to manage multiple projects at once
- Critical thinker and problem solving skills, with the ability to be reactive to the changing business environment and priorities
- Strong and confident communication, able to be proactive in meetings with peers and the senior management team
Desired Skills:
- Technical experience across Google Tag Manager, SQL and building customer lists as well as building API connections between data sources
- Hands on experience working with XtremePush
- Effective line management skills as you will be responsible for a team one of CRM Executive
- Experience in migrating data import processes and streamlining these
What can you expect from Chill?
- Career development
- Hybrid working model between remote and a very convenient and well-connected location in Sandyford Industrial Estate. A fun and modern office space with excellent facilities.
- Great staff sports & social events.
- Employee Wellness initiatives
- Cycle to Work Scheme
- Graduated holiday Leave entitlement linked to your service capped at 24 days annually
Should you wish to apply for this role please forward letter of application and CV to humanresourcesdepartment@chill.ie.
