Senior CRM Manager Job at Trainline | The Dots
Job Expired
1 month ago
  • Level Senior
  • Professions CRM Manager
  • Type Full Time
  • Location London, United Kingdom

Like this job? Notify me with jobs that are similar


Trainline is an innovative, tech business with a mission to bring together the world’s rail, coach and other travel services into one simple experience. We aim to make travel easier and more accessible, encouraging people to make more environmentally sustainable travel choices. We’re hugely proud to be the world’s leading independent rail and coach travel platform and rank among the highest-rated travel and ticketing apps globally. Today, we offer our customers travel to thousands of destinations in and across 45 countries in Europe and beyond. That’s more than £3.7 billion in ticket sales annually, and over 96 million visits to our apps and websites each month. In another major milestone, last summer Trainline listed on the London Stock Exchange and is now part of the FTSE 250.
Our culture is central to our success. We’re driven to sustain our phenomenal growth from recent years, and this means we’re always working closely and collaboratively to turn our ideas into reality. It’s this sense of pace, innovating and improving pretty much everything we do, that makes Trainline so exciting and unique - we truly believe our work has a genuine impact and will change travel for the better.
Purpose of the Role
Looking to make your mark at one of the UK’s most exciting tech businesses?
The Senior CRM Marketing Manager will be responsible for the ideation, planning, co-ordination and analysis of all CRM lifecycle, campaign & promotional activity across Trainline as we continue to automate and develop our lifecycle campaigns.
Reporting into the Head of CRM, you will define and deliver new CRM programmes and improve our existing programmes to help the CRM team meet its lifecycle goals. The role involves line management of three team members and close collaboration with the Operations part of the wider CRM team.
We’re looking for someone with commercial acumen, great relationship building skills across and familiarity with advanced CRM experimentation/data methodologies (incrementality, fallow groups, etc.) to join the team and help us meet our goals.
Key Responsibilities
  • Coordination of campaign ideation
  • Understand marketing opportunities and deliver great campaigns to unlock them
  • Work with Product, Ops, Customer Services and other teams to feed into the product development strategy and to build effective go-to-market plans which will drive revenue growth
  • Undertake analysis and provide insight into the true impact of your campaigns, and into customer lifecycles to identify trends in consumer behaviour
  • Ensure the on-going efficiency of marketing spend across all customer segments and at various stages of the customer lifecycle to ensure optimal ROI
  • Leadership and coaching skills will be critical to ensure the team functions well and all team members are motivated to deliver their goals and have clear development plans.
Behaviours & Competencies:
  • Leadership & teamwork: A proven leader of teams that can motivate and get the best out of your team, peers and leaders
  • Stakeholder management: comfortable operating at pace to a high standard despite requiring the involvement of multiple stakeholders. Actively builds a network of effective relationships across Trainline (e.g. Database Marketing, Content, SEO, Search, Display other disciplines in Marketing and product teams to deliver aligned customer experience).
  • Strategic thinking: ability to manage return on investment versus return on effort and to prioritise accordingly
  • Driving results: A motivated self-starter who has driven growth by executing a customer-focused marketing plan
  • Analytical thinking: Highly analytical, good attention to detail and excellent problem solver with a flair for identifying trends.
  • Customer focus: Dedicated to meeting and exceeding the expectations of external and internal customers. Customer-centric mentality; thinks and acts with the customer in mind
Knowledge & Experience
  • Strong knowledge of CRM technologies (e.g. Braze, Adobe, et al), and experience with test & learn programmes in these channels, especially with regards to personalisation and incentives
  • Creative thinking in developing a rolling calendar of campaigns targeting a variety of customer segments and preferences. Experienced in data driven targeted and helpful marketing (preferably from digital technology company).
  • Project, process and time management skills enabling campaigns are consistently delivered on time and to spec despite various disparate stakeholders and work streams
  • Proven in-depth reporting and data analysis skills to identify key insights, value creation opportunities and process or performance improvements, which are all subsequently deployed back into the campaign planning process
  • Strong report writing and presentation skills with excellent knowledge of presentation tools
  • Demonstrable knowledge of train & travel is a plus, preferably from data driven technology environment.
  • Experience working in an e-commerce or m-commerce environment, possibly from a  B2C Marketing role
  • Previous people management experience of driving a high performing team
We value open expression at Trainline, we believe it’s the diversity of experience, backgrounds and perspectives of our employees that makes us who we are. We encourage everybody to play a part in changing the way people travel across the world.

Skills Required

  • CRM Management

People who have worked with Trainline