CRM Manager
About Bark
Bark is the UK’s largest & fastest growing services marketplace, helping people find the right professional for their project in over 1,500 unique categories. The business is already profitable with a proven model and now looking to scale.
We use cutting-edge technology and an extraordinarily talented team of people to solve an age-old problem; how to find the best available professional for any job, every time no matter what the need.
We just placed sixth on the The Sunday Times Tech Track 100 and with a presence in eleven countries globally.
About the role
We have a brand new opportunity for a dynamic and experienced CRM Manager to join our growing marketing team to deliver a transformative CRM strategy for markets managed from Bark India - India, South Africa and Singapore. Reporting directly into the Head of CRM, your time will be split between leading and delivering our CRM strategy and implementation. The CRM Manager will be an expert in using lifecycle communications, segmentation & content personalisation to improve customer and professional retention as we continue to test, learn and scale our CRM programmes.
You will be passionate about all things CRM and feed in innovative ideas into our strategy whilst delivering a best-in-class CRM experience for our customers and retaining them for life.
This role will suit someone who wants to be part of a close knit, sociable team, enjoys collaborating with other departments and making data led decisions all whilst creating a world class CRM experience for both customers and professionals alike.
Responsibilities
- Be the lead for CRM in India, South Africa & Singapore, managing customer lifestyle programmes, using data-driven insights to develop campaigns that encourage repeat use of Bark.com for new customers & professionals, whilst re-engaging lapsing and dormant segments
- Devise & own test & learn across a range of lifecycles & campaigns, planning strategy to hit India, South Africa & Singapore KPIs
- Develop campaigns to increase the lifetime value of a professional
- Contribute to mission-based collaboration with Product, Engineering and analytics teams to meet key results in a - supporting the CRM/Marketing element of the mission
- Work closely with our analytics function to develop segmentation, enhancing communications to both customers and professionals that use Bark
- Develop our use of dynamic content and personalisation across CRM
- Plan and manage the delivery of CRM campaigns across email, SMS, WhatsApp, onsite messaging and push channels to engage customers and professionals with timely and relevant content.
- Conduct campaign/lifecycle analysis to establish uplifts & next steps
- Identify and define opportunities for growth based on customer insight, commercial awareness and competitor analysis
- Become an expert on our CRM platform, Iterable
Required skills and experience
- 4+ years experience within a CRM role
- Passionate about CRM and experience in delivering CRM strategy such as, incentivisation, engagement and overall retention
- CRM Platform expert with a minimum of 3+ years of hands-on platform experience (Iterable, Braze, Bloomreach preferable)
- Experience in building out segmentation to improve comms and performance
- Hands-on experience in delivering CRM lifecycle automation including dynamic content and personalisation
- Proficiency in sales strategies and user activation techniques
- Strong familiarity with WhatsApp integration for effective customer communication and support.
- Proven experience owning test and learn of programmes and campaigns
- Experience using data visualisation tools (Tableau preferable)
- Comfortable dealing with technical elements on ESP platforms such as dynamic rules for content and personalisation
- Ability to prioritise tasks
- Strong work ethic, personal accountability and ownership
- Understanding of best practises with regards to email and deliverability
- Expert proficiency in English communication and writing skills
- Should be comfortable managing multi-lingual communication campaigns
Package
- Market-leading base salary
- Healthcare
- 33 paid leave days per year
Office hours and location
0900-1800 Monday-Friday at our office in Bangalore or as required by the business.