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CRM Lead

SAGA PLC, City of Westminster

CRM Lead

£45000

SAGA PLC, City of Westminster

  • Full time
  • Permanent
  • Onsite working

Posted 3 days ago, 12 Jun | Get your application in today.

Closing date: Closing date not specified

Job ref: cc2679cb412f4e209fd92546c9a84271

Location ref: City of Westminster

Full Job Description

  • Own the transition from Adobe Campaign to Adobe Experience Platform for the Publishing division, working closely with wider CRM teams to ensure consistency and governance across the business, and ensure key KPI's are maintained
  • Fully understand the strategic goals and ambitions of the Publishing division to translate this into transformational customer journeys
  • Own and manage the Publishing CRM campaign calendar, ensuring all activity is planned, prioritised, and delivered on time. Throughout the transition period this could be utilising both tools and working in parallel runs
  • Execute CRM campaigns (primarily email) ensuring accuracy, quality, and alignment with best practice.
  • Maintain and manage audience data, segmentation, and campaign set-up to ensure data integrity and effective targeting
  • Ensure all CRM activity is fully trackable, with appropriate tagging and measurement in place across campaigns
  • Monitor campaign performance, analyse results, and provide actionable recommendations to optimise future activity and improve customer experience
  • Act as the main point of contact for Publishing CRM, collaborating with cross-functional teams and representing CRM in wider business forums
  • Work closely with central CRM and enterprise data teams to resolve data issues, fulfil data requests, and ensure smooth campaign delivery
  • Contribute to audience growth and content plans, supporting wider initiatives and projects

    We are looking for a technically skilled and commercially driven CRM Lead to support our Publishing team and Commercial Lead in delivering a CRM programme that drives audience engagement, acquisition, and retention.
    • We are embarking on an exciting journey transitioning from Adobe Campaign to Adobe Experience Platform. The ideal candidate would have knowledge of both these tools or have been on a similar journey and can demonstrate transforming campaigns into highly personalised, customer lifecycle journeys. The role is a combination of technical capability and strategic thinking as we evolve how we best communicate to our customers. You will play a key role in transforming, executing, and optimising CRM campaigns, ensuring best practice and an exceptional customer experience throughout. Working closely with our Publishing teams, this role offers a unique opportunity to directly influence audience growth and extend the reach of our content across multiple channels. You will be at the heart of connecting audiences with compelling content, using data, testing, and innovation to continuously improve performance and drive meaningful engagement.,
  • Technically strong experience utilising CRM tools to deliver customer journeys.
  • Knowledge of Adobe Experience Platform and Adobe Journey Optimiser would be a distinct advantage, but experience transitioning to new tools and transforming journeys would also be advantageous.
  • You'll be comfortable managing multiple weekly campaigns while also supporting automated journeys, with solid project management skills to ensure delivery is smooth and on time.
  • Highly analytical and numerate, with the ability to interpret data and translate insights into actionable improvements
  • Experience using Adobe Analytics / Tableau or other analytical tools to measure and optimise campaign performance
  • Strong understanding of customer behaviour, ideally with an appreciation of a 50+ audience
  • Excellent organisational skills and attention to detail, with the ability to manage multiple campaigns and deadlines effectively
  • Confident communicator, able to present ideas clearly and build strong relationships with stakeholders and senior leadership
    • Saga Values: Make it Happen, Do the Right Thing, Customer First, Excellence Every Day, Our People Make Us Special

    Over the past 75 years we have become the UK's specialist provider of products and services to people aged over 50 in the UK. We're the most trusted brand amongst UK consumers in this demographic, recognised for high-quality products and exceptional standards of service. Our product portfolio includes cruises, holidays, insurance, personal finance products and our Saga Magazine. Our focus on delivering exceptional products and service empowers our colleagues to create moments that are personal and special for our customers and for each other and our values underpin our approach and help guide us to deliver our purpose. We're committed to making sure that colleagues can be their best, be themselves and make a difference - more than anywhere else. We have done this by creating a truly inclusive culture, where all colleagues can bring their full and authentic selves to work and be treated with dignity and respect in an environment that is free from discrimination and harassment. Thanks to our people, Saga was awarded with a Gold for Best Customer Centric Culture in 2025. This is a testament to the great culture we've built together. This award belongs to all our colleagues who collectively make Saga a fantastic place to work.

    At Saga we recognise that our people make us special. We believe our colleagues deserve rewards for the excellence they demonstrate every single day, that's why we have put together an amazing benefits package for all colleagues. BENEFITS AVAILABLE FOR THIS ROLE:
  • 25 days holiday + bank holidays
  • Option to purchase additional leave - 5 extra days
  • Pension scheme matched up to 10%
  • Company performance related annual bonus - Up to 5%
  • Life assurance policy on joining us, 4 x salary
  • Wellbeing programme
  • Colleague discounts including family discounts on cruises, holidays and insurance
  • Range of reductions and offers from leading retailers, travel groups and entertainment companies
  • Enhanced maternity and paternity leave
  • Grandparents leave
  • Income protection
  • Access to Saga Academy, our bespoke learning platform

Direct job link

https://www.jobs24.co.uk/job/crm-lead-126969443
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