Responsable senior de CRM y contenido digital

Job Description

This role reports into the Marketing Director and is responsible for

• Lead and execute the CRM and customer communications strategy, aligned to business and marketing objectives
• Own CRM planning and prioritisation across BAU, regulatory, and growth activity
• Lead CRM across key journeys, including billing and energy-related communications
• Oversee the implementation and optimisation of new Kraken field to ensure ideal customer experience
• Develop and deliver segmentation strategies to drive engagement and performance
• Lead cross-channel prioritisation, aligning CRM and content activity to business goals
• Share and communicate prioritisation clearly across stakeholders, ensuring alignment and visibility
• Collaborate with brand, product, commercial, and operational teams to deliver joined-up plans
• Manage and develop a team of 3, providing leadership, coaching, and performance management
• Drive a culture of continuous optimisation, using data and insight to improve performance
• Manage web agency and platform relationships including Marketing Cloud, Litmus and SEO tooling
• Own digital reporting across CRM, SEO and web performance, ensuring insight reaches the right stakeholders
• Work with Digital Marketing Manager to feed into SEO and organic search strategy, owning performance targets and translating insight into content and technical recommendations for the website roadmap

What you'll need to succeed

Essentials

• Proven experience in CRM, lifecycle marketing, or digital strategy roles
• Strong experience working with CRM platforms and customer data systems (Salesforce Marketing Cloud, Zoho CRM or similar desirable).
• Demonstrated success in segmentation, personalisation, and CRM optimisation
• Experience using SEO and digital performance data to inform wider marketing or product decisions
• Strong leadership and team management experience
• Strategic thinker with a hands-on approach and excellent prioritisation skills
• Commercial acumen and ability to align activity to business outcomes
• Experience working cross-functionally with product and technology teams
• Excellent project management skills across multi-functional initiatives
• Highly collaborative with strong stakeholder management skills, able to influence at all levels
• Confident using data and insight to inform decisions and challenge thinking
• Passionate, driven, and comfortable challenging to improve outcomes
• Able to work and learn quickly in a fast-paced, dynamic environment
• Care deeply about quality and delivering impact through your work

Hybrid working explained: When and where you'll be in the office Our office is based in Chippenham, Wiltshire. For this role, we're looking for candidates who can come in to our Chippenham office, once a week based on location.

We offer both formal and informal flexible working options. Full-time hours are 37.5 per week, Monday to Friday.

The office is fully accessible, allowing everyone to participate fully in their working lives regardless of any mobility challenges. We promote work-life balance and flexibility through hybrid working, which combines both remote and office work.

Benefits you can rely on

• Great allowances for hybrid working:
  • £500 work from home allowance - an annual allowance paid monthly alongside your salary to support with working from home costs.
  • £500 travel allowance - an annual allowance paid monthly alongside your salary to support with travelling to work costs.
• £500 annual development allowance: to spend on your chosen development area, whether that's in your current role, or future roles.
• 15% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.
• Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You'll also have the option to buy additional leave, allowing for a better work-life balance.
• Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary.