Senior CRM Manager

The Role

The role

This role is responsible for operational planning and delivery of CRM activity for ITV’s targeted owned media channels.

Main responsibilities

• Lead the team of CRM executives to deliver against marketing outcomes, reflecting the wider media strategy and supporting ITV business objectives
• Ensure the overall CRM plan is integrated and appropriately planned for the audience and outcomes across different types of activity
• Support and coach a team of direct reports, facilitating their growth and fostering a collaborative team culture
• Keep up to date on the latest data-driven marketing trends and mentor the team to deliver innovative and impactful CRM activity
• Work with the Insights and Conversion teams, and the wider CRM and Media team, to develop an effective audience and targeting approach.
• Monitor the effectiveness of the CRM activity and guide the team towards optimisation and change which increases impact on KPIs
• Feed learnings from CRM activity back into the the media strategy team in order to keep the strategy reflective of our latest insight
• Act as a key point of operational escalation for the CRM team and its stakeholders (Marketing, Media, Creative, Product, Privacy)
• Influence the creative teams to deliver assets for use in CRM that perform across the various channels.
• Drive a test and learn culture in the CRM team to identify, evaluate and accelerate opportunities for targeted owned media.
• Ensure all CRM is high quality, taking ownership and where needed, and providing feedback to the team.
• Ensure all targeted owned media activity is in line with legal and privacy guidance and regulations.

Skills you’ll need (minimum criteria)

• CRM professional with a proven success working with multiple stakeholders in complex businesses.
• Highly experienced in planning, executing and optimising CRM.
• Proven experience in line managing individuals or small teams, with a track record of developing and supporting direct reports.
• Strong communication skills with the ability to build strong relationships across a range of business areas.
• Strong leadership skills with the ability to hold others accountable and enforce change where needed.

Other things we’re looking for (key criteria)

• Excellent interpersonal skills, with the ability to adapt leadership style to suit different individuals and situations.
• Highly data-literate with proven experience interpreting data to aid decision making and make recommendations.
• Thrives in a fast-paced, dynamic environment.
• Flexible and able to adapt to changing circumstances
• A can-do, collaborative, get-things-done approach.