Customer Engagement Senior Executive
Department: Communications
Employment Type: Permanent - Full Time
Location: Edinburgh
Reporting To: Victoria Brodie
Compensation: £32,000 - £35,000 / year
Description
Purpose of the role
As Customer Engagement Senior Executive you will be responsible for the creation, implementation and optimisation of customer communications across each marketing life stage; conversion, engagement and retention. This role will have a specialist focus on developing compelling data-driven email communications that wow our small business customers at every touchpoint. With the customer at the heart, you will be genuinely passionate about delivering exceptional customer experiences. You will be accountable for developing and executing communications that use automation tools to deliver the right content to the right customer at the right time.
With a particular focus on engaging and retaining our existing small business audience, this role involves creating and executing compelling communications which showcase the power of FreeAgent, helping our small business customers to flourish. To do this you will need to build strong relationships with our Data Analytics, Support, Product, Content and Design teams.
In addition, you will be seen as the subject matter technical expert for Marketing Cloud and associated platforms within communications and work closely with the Marketing Platform team to drive continual developments to unleash our potential. Along with supporting and at times leading cross functional projects/campaigns to drive forward customer centric multichannel communications.
Key responsibilities
* Identify opportunities to improve and develop sophisticated, data-driven communications that will convert, engage and deepen our relationship with our customers.
* Work closely with Data Analytics, Commercial Insight, Support and Product teams to continually evolve our customer understanding and improve email communications.
* Track, monitor and report on campaigns and journeys.
* Using data, insights and performance develop a program of testing and continual improvement/optimisation.
* Act as subject matter expert for data and technical integrations in relation to our CRM platform.
* Create pitches, influence stakeholders to deliver new initiatives that drive a step change in our customer communications.
* Have a sharp eye for detail with excellent email copywriting and design skills that hook readers into action.
* Demonstrate natural curiosity by proactively spotting patterns, opportunities and outliers in data, then acting on this insight to drive the company forward.
* Ensure compliance with marketing and data privacy regulations.
* Work closely with the Head of Small Business & Propositions Marketing, Senior Marketing Managers and Senior Marketing Automation Managers to develop progressive communications.
Key Responsibilities
Day-to-day, here’s what you can expect:
You’ll be:
* Identifying opportunities to improve and develop sophisticated, data-driven communications that will convert, engage and deepen our relationships with customers.
* Ensuring campaigns are delivered on schedule to the appropriate audiences.
* Implementing a test and learn strategy to ensure continual improvement of our communications.
* Collaborating with an in-house design team to create engaging assets including images, gifs and landing pages to support email campaigns.
* Creating pitches, influencing stakeholders to deliver new initiatives that drive a step change in our customer communications.
* Tracking, monitoring, analysing, optimising and reporting on campaigns and KPIs.
* Keeping up-to-date with email marketing best practice and implement accordingly.
* Ensuring compliance with marketing and data privacy regulations.
You
Ideally you'll have:
* A strong commitment to understanding and addressing customer needs, consistently going above and beyond to ensure that every interaction delivers a great experience.
* A passion for email marketing and creating engaging, effective campaigns.
* A proven track record of delivering successful data driven campaigns and journeys using marketing automation, with a strong focus on email marketing.
* Experience in B2B marketing with a marketing or business related degree or equivalent experience.
* Demonstrable experience of email campaign analysis, testing and optimisation.
* Excellent copywriting and proofreading skills, with a super sharp attention to detail.
* A strong analytical approach.
* Good creative judgement and excellent understanding of digital marketing concepts, CRM and tracking.
* A passion for helping people and interacting with colleagues on a regular basis.
* HTML experience.
Our work life
We believe in a strong work-life balance, we don’t work long hours (35 hour working week), and we have a fabulous Edinburgh HQ expertly designed for collaboration including high-quality A/V equipment to provide a great experience for distributed teams.
At FreeAgent, we support each other and operate a no-blame culture. Our mindset is: work hard, be nice to people, and the rest will sort itself out!
Work pattern for this role
This is a permanent, full-time role (Monday to Friday, 9am to 5pm). This role will be based in our Edinburgh office, however there will be an opportunity to adopt hybrid working, under an agreed pattern of 2 days from the office and 3 days at home each week. Working from home is second nature to us as we have been championing remote working for 17 years.
Perks
Annual starting salary of £32,000 - £35,000 per annum depending on experience, with room to progress to £37,500 within the band. Our starting salaries typically leave some opportunity for growth within the band as salaries are linked to performance expectations to nurture our culture of fairness, learning and development.
We pride ourselves on creating a fantastic place to work, with benefits and perks including (but not limited to!) the following:
* 33 days holiday (and an extra day for each year you're with us).
* Flexible/hybrid working.
* Private health care.
* Life assurance.
* 5% matched pension contributions.
* Summer 4 day weeks (giving you 8 additional days off!).
* Buy-as-you-earn share schemes.
* Sabbatical leave (unpaid).
* Cycle to work scheme.
* Wellness webinars.
* Focused learning time and learning budgets.
* Volunteering day.
Find out more about our benefits package here!
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