CRM Manager

Company Description/ Business Unit

Location: Basingstoke – Hybrid – Three Days In Office                                                            

Employment Type: Full-Time/Permanent

Salary: Competitive Salary and up-to 10% Bonus

Hours: Monday-Friday

Think the AA is just about roadside assistance? Think again! 

As one of the UK's most trusted brands, we provide a wide range of services to millions of customers. From comprehensive Home and Motor Insurance to personalised Financial Services like Loans and Savings, and outstanding B2B, Consumer, Business Services, Driver Training, Car Care, and Service Maintenance and Repair, we've got you covered. Our mission is to keep Britain moving, and we're looking for dedicated individuals to join our team. Ready to join us?

 #LI-EJ1 #LI-Hybrid

This is the job

Join our Customer Marketing function as a Customer Marketing Manager, where you'll be responsible for crafting and executing cross-sell strategies and communications. Your efforts will drive increased cross-product revenue from our existing customer base, playing a pivotal role in enhancing customer engagement and maximising revenue opportunities.

In this role, you'll manage customer communications programmes across various channels, ensuring they are data-driven and targeted. You'll work closely with internal and external agencies to create and implement test and learn programmes, using customer insights and campaign analysis to drive performance. Your strong communication skills will be essential in writing clear, insightful direct marketing briefs and managing stakeholder relationships at all levels.

What will I be doing?

• Developing and managing cross-sell strategies for key product areas, focusing on increasing product holdings and revenue per user
• Executing data-driven campaigns in collaboration with our CRM agency and operations team, ensuring briefs are accurate and targeted
• Implementing and optimise key customer journeys to meet commercial cross-sell targets
• Ensuring all communications are accurate, legally compliant, and have received necessary sign-offs
• Coordinating with Contact Centre and digital teams, briefing them on campaign activities
• Overseeing campaign execution, identifying process improvement opportunities and resolving issues promptly
• Forecasting and monitoring cross-sell targets, working with data and analytics teams to identify optimisation opportunities

What do I need?

• Experience managing customer communications programmes across inbound and outbound channels
• Proven ability to develop data-driven strategies that increase sales and revenue from existing customers
• Experience working with internal or external agencies
• Expertise in creating test and learn programmes
• Track record of delivering commercial results using customer insight and campaign analysis
• Strong communication skills with experience writing clear, insightful direct marketing briefs
• Excellent influencing skills and ability to manage stakeholders at all levels
• Articulate and persuasive, capable of inspiring and engaging others
• Ability to work under pressure and meet tight deadlines
• Understanding of consumer legislation and the sign-off process to ensure communications adhere to regulations, such as Consumer Duty

Additional information

We’re always looking to recognise and reward our employees for the work they do. As a valued member of The AA team, you’ll have access to a range of benefits including:

• 25 days annual leave plus bank holidays + holiday buying scheme
• Worksave pension scheme with up to 7% employer contribution
• Free AA breakdown membership from Day 1 plus 50% discount for family and friends
• Discounts on AA products including car and home insurance
• Employee discount scheme that gives you access to a car salary sacrifice scheme plus great discounts on healthcare, shopping, holidays and more
• Company funded life assurance
• Diverse learning and development opportunities to support you to progress in your career
• Dedicated Employee Assistance Programme and a 24/7 remote GP service for you and your family

Plus, so much more!

We’re an equal opportunities employer and welcome applications from everyone. The AA values diversity and the difference this brings to our culture and our customers. We actively seek people from diverse backgrounds to join us and become part of an inclusive company where you can be yourself, be empowered to be your best and feel like you truly belong. We have five communities to bring together people with shared characteristics and backgrounds and drive positive change.

As part of the onboarding process, we complete several pre-employment checks including work reference, credit and criminal record checks.

We may close the vacancy sooner than the advertised date if we get a high volume of applications, please apply now if you are interested.