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CRM Manager (Data and Campaigns)

Trainline, London

We make train travel easy


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 90 million visits to our apps and websites each month. In another major milestone, Trainline listed on the London Stock Exchange in June 2019 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.
 

CRM Manager 
 
Are you looking for an opportunity to deliver best-in-class multi-channel CRM campaigns for a truly transformative technology business? 
 
With a strong experience in customer-centric and data-led CRM, you will drive the delivery of multi-channel (mobile, email, web and more) CRM programmes across multiple markets and in various languages. You can expect a fast-paced and creative environment where you can make a real impact for both the business and millions of customers. 
 
We’re looking for a customer champion who is familiar with the delivery of continuous test & learn programs, use of personalisation & incentives and who is continuously seeking ways to improve performance. 
 
Key responsibilities

-Deliver effective multi-channel CRM marketing programmes across email, mobile messaging and web
-Test, learn and iterate to ensure we are always improving
-Proactively monitor and debug technical issues, thus work closely with product and data engineering teams
-Ensure all communications have engaging, dynamic and effective content
-Manage and execute campaigns end-to-end
-Establish channel-specific performance benchmarks, summarise key insights, and give recommendations
-Cross-team collaboration (Database Marketing, Data Engineering, Content, SEO, PPC, Display and Product)
 
Knowledge & experience

-Significant experience in CRM operations role within a data-driven technology environment. Preferably with a background of working with vast transactional data sets
-Solid working Experience in HTML, CSS, Javascript, Liquid, etc
-Experience with data query language (preferably MySQL)
-Strong understanding of customer lifecycle, behavioural triggers and how to influence customer behaviour through CRM
-Excellent analytical skills and comfortable working with data (e.g. understanding experimentation, incrementality measurement, etc.)
-Extensive experience in using Braze (or similar) to build complex trigger-based programmes
-Technical/IT background preferred, ideally educated to degree level in Computer Science or similar discipline (or equivalent) in combination with good marketing experience
-Understanding of, and practical experience working with, SMS, web messaging, inbox message, push and email deliverability
-Knowledge of relation database concept (ERD modelling, database integrity etc).
-Data manipulation, exploration, analysis and data integrity (RDBMS, XML and Flat Files).
-Good understanding of Internet, Intranet, Extranet, client/server architectures and operating systems and their dependencies and implications
-Understanding of SPF, Domain Keys and related deliverability technologies would be advantageous
Knowledge of different web API implementations and standards (SOAP, Rest API)
-Understanding of rail or travel industries are a bonus
 
Behavioural skills

-Passionate about the customer experience
-Strong interpersonal and influencing skills across functions within and beyond marketing
-Ability to deliver under pressure
-Highly organised with an excellent attention to detail
-Comfortable working in a fast-changing environment with some ambiguity
-Team player who can see how CRM operates within a broader marketing strategy
-A self-starter with a “can do” attitude
 
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.

About Trainline

We are a one-stop shop for train travel. Every day, we bring together routes, fares and journey times from train companies in 24 countries so our customers can easily buy train tickets and save time, hassle or money. We help our customers stay one step ahead so they don’t have to, from helping them buy the best ticket for their journey to giving them live, personalised travel information on the go via our app.

Want to learn more about Trainline? Visit Trainline's website.