Condor CRM Manager, Campaign and Personalised Offers
Recruitment Partner: Frankie McCallister-Lyas
Overview:
We’re looking for a strategic CRM Manager to support the transformation of our Campaigns and Personalised Offers within the Customer Marketing team. You and your team will lead the plan to evaluate our campaign and offer effectiveness and how we transition and strengthen them to a new platform. You’ll work with teams to understand the impact this change has to their roles and support a training / coaching plan to embed this in our function.
This role is critical in evaluating the impact we have on customer behaviour, campaign performance, and overall business profitability. You will leverage your expertise in Salesforce and advanced analytics to provide insights that drive strategic decision-making, always considering the broader implications—the "so what"—of your analyses.
Key Responsibilities:
1. Campaign and Offer Migration: Design and implement personalised marketing campaigns and digital offers using new capabilities to enhance customer engagement and increase revenue growth whilst also refining existing to maximise benefit. Lead a team focused on migrating campaigns (data and content) and offers onto the new platform.
2. Team leadership and Development: Build and lead a team of marketing professionals focused on building and migrating our campaigns onto the new platform.
3. Change Management: You will work with wider teams to understand the impact of change this programme will have. You will champion and establish best practice ways of working and support opportunities to bring colleagues on the journey with us. You will set up a team that will be seen as the experts who support training others and so clear coaching and guidance to nurture their knowledge and expertise.
4. Performance and Customer Value Analysis: Lead the analysis of campaigns and personalised offers, focusing on key performance indicators (KPIs) such as customer engagement, conversion rates, and ROI. Use Salesforce data to understand how campaigns and personalised offers drive customer actions and overall campaign success. Develop a comprehensive understanding of customer lifetime value and how it is influenced by our campaigns and personalised offers. Segment customers to identify which groups benefit most from specific offers and tailor future strategies accordingly.
5. Impact Assessment: Evaluate the impact of campaigns and personalised offers on customer satisfaction, loyalty, and long-term retention. Ensure that analyses consider broader business implications, including commercial margins and profitability.
6. Strategic Insights and Reporting: Translate complex data into clear, actionable insights for senior stakeholders. Always address the "so what" factor to ensure recommendations are aligned with broader business objectives and long-term goals.
What you'll need to have:
1. A degree in a relevant field such as Data Science, Statistics, Mathematics, Business Analytics, or a related discipline.
2. A minimum of 5-7 years of experience in an analytics role, with a strong track record of driving business impact through data-driven insights. Experience in retail or consumer-focused environments is desirable.
3. Proficiency in Salesforce and other CRM platforms, with a strong ability to extract, manipulate, and analyse data.
4. Expertise in data analysis and visualization tools (e.g., SQL, Python, R, Tableau, Power BI).
5. Strong statistical and data modelling skills to assess offer performance and customer impact.
6. Proven experience in leading and developing teams.
7. The ability to connect data points and derive strategic insights that drive business decisions.
8. The ability to bring fellow colleagues on the journey with us whilst also able to present analytical concepts to non-technical stakeholders.
9. Ability to identify problems and develop solutions, with a focus on driving commercial value and customer satisfaction.
Benefits:
* Boots Retirement Savings Plan
* Discretionary annual bonus
* Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child
* Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.
We have a great range of benefits in addition to the above that offer flexibility to suit you - find out more at boots.jobs/rewards.
Why Boots
At Boots, we foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all. As the heart of everything we do at Boots, it's with you, we change for the better.
What's next
If your application is successful, our in-house recruitment team will be in touch to arrange an interview and to answer any initial questions you have. If you have not been successful on this occasion, you’ll be notified by email.
Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.
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