CRM Campaign Manager

London /
Marketing – Digital Marketing /
Trainline is an innovative, tech business with a mission to bring together the world’s rail, coach and other travel services into one simple experience. We aim to make travel easier and more accessible, encouraging people to make more environmentally sustainable travel choices. We’re hugely proud to be the world’s leading independent rail and coach travel platform and rank among the highest-rated travel and ticketing apps globally. Today, we offer our customers travel to thousands of destinations in and across 45 countries in Europe and beyond. That’s more than £3.7 billion in ticket sales annually, and over 90 million visits to our apps and websites each month. In another major milestone, Trainline listed on the London Stock Exchange in June 2019 and is now part of the FTSE 250.
Our culture is central to our success. We’re driven to sustain our phenomenal growth from recent years, and this means we’re always working closely and collaboratively to turn our ideas into reality. It’s this sense of pace, innovating and improving pretty much everything we do, that makes Trainline so exciting and unique - we truly believe our work has a genuine impact and will change travel for the better.

Are you looking for the chance to make your mark at one of the UK’s most exciting tech companies? 
With experience in customer-centric and data-led CRM, you will drive the delivery of multi-channel (email, mobile, web and more) CRM programmes. The programmes must be relevant for the customer, whilst ensuring efficiency, automation, and scalability through centralised CRM technology. 
Analysis of results, tracking of KPIs and data-led decision making are key to this role, and you will lead test and learn programmes to drive ongoing optimisation. 
A passionate CRM expert, you continue to develop your knowledge of new technologies and techniques to keep ahead and uncover new ways to communicate with our customers. 

Key Responsibilities 

-Owning the CRM plan and strategy to ensure we have the best plan in place to drive incremental transactions, customer retention and engagement. 
-Supporting the delivery of a best-in-class multi-channel CRM programme. Key channels currently include email, mobile messaging, and web.  
-Analysing campaign and programme performance versus agreed KPIs to inform future optimisations or new approaches, and report these back to stakeholders where necessary. 
-Establishing channel-specific performance benchmarks, summarising key insights, and recommending future actions to improve performance. 
-Planning and implementing effective test & learn strategies to gain more insight into our customers and continuously improve communications and their effectiveness. 
-Project managing the campaign process, including receiving/writing briefs, campaign creation, HTML proofing, managing sign-off, scheduling some sends, doing post-send checks and presenting results with recommended next steps. 
-Ensuring all communications have engaging and dynamic content, informed by customer insight and personalised where possible. 
-Working with internal and external stakeholders to determine the requirements for upcoming CRM activity. 
-Ensuring effective collaboration and project management with the CRM Operations team on all initiatives and campaigns. 
Collaborating with the Data, Marketing and Product teams to deliver an aligned customer experience. 

Knowledge & Experience 

-Proven experience working on multi-channel CRM programmes (ideally across email, mobile and web). 
-Experience of using CRM platforms such as Braze, Adobe Campaign / Neolane, Salesforce Marketing Cloud, UNICA, or equivalent. 
-Experienced in working within customer-led organisations.
-Strong understanding of the customer lifecycle and experience influencing customer behaviour through CRM campaigns. 
-Proven track record of planning and executing CRM strategies into strong performing programmes, with a clear view on KPIs and what success looks like. 
-Performance and results focused, eager to drive continuous optimisation across programmes. 
-Excellent analytical skills with experience of and comfort with working in a data-driven environment. Being confident with understanding and doing some manipulation of customer data. 
-Strong verbal and written communication skills. 

Personal attributes

-Passionate about the customer experience and driving customer-centric campaigns: a customer champion. Strong interpersonal and influencing skills across functions. 
-A curious mind, always looking for new opportunities and never standing still. Highly organised with excellent attention to detail. 
-Comfortable working in a fast-changing environment and able to deliver under pressure. Team player who can see how CRM operates within a broader marketing strategy. 
-Strong personal integrity, cares about and takes pride in their outputs. 
-Has a willingness to learn and experience ongoing personal growth. A proactive individual with a “can do” attitude (self-starter). 

We value open expression at Trainline, we believe it’s the diversity of experience, backgrounds and perspectives of our employees that makes us who we are. We encourage everybody to play a part in changing the way people travel across the world.