ROLE: CRM PRACTICE LEAD
Location: Remote
Reporting to: General Manager
Who We Are
Massive Rocket is a Data & CRM Agency based in the UK with customers in Europe, US and Africa. Massive Rocket helps companies Understand their customers and automate Communications to generate predictable growth. Core Services: CRM Automation, Data & Analytics.
We have an international European team and we work with customers across Europe in Financial Services, Aviation, Music, Media, Streaming and Sports.
What we’re looking for
We are looking for a CRM Practice Lead to manage and grow the Massive Rocket CRM Teams that span Training, Campaign Management and CRM Strategy. The CRM Practice Lead will be responsible for the day to day running of the client-facing delivery capability and will also play an active role in business development activities. CRM Practice Lead will also be leading key client projects based on their past CRM experience and guiding customers through the design and delivery of their CRM programs.
Responsibilities
Team
- Be responsible for well being, training and delivery output of 3 CRM departments at massive rocket which includes: Training, Execution & Strategy.
- Ensure the delivery capacity (including seniority and capability) is finely tuned to match the pipeline of accounts and growth at Massive Rocket
- Working closely with the other Practice Leads at Massive Rocket that span Data, Engineering and Project Management
- Continuous development of internal processes working to optimise quality, efficiency and also client and internal satisfaction levels.
- Be a key figure in the massive rocket leadership team. Regularly taking the lead and initiative on complex projects – leading from the front and then presenting back to the wider Massive Rocket team to share knowledge.
Projects
- Present and lead workshops at key client onsite visits, weekly iteration calls and one on one consultations that confidently communicate your expertise to both junior team members and executives
- Again, lead from the front; show your team leads how to manage larger accounts with complex leadership patterns.
- Always be looking to develop additional value and opportunities for the client which in turn leads to happy clients over a long period of time.
Delivery
- Determine the strategic direction and tone for all client accounts by managing through your team leads.
- Ensuring all work is completed on time, delivered to the clients’ strategy and budget.
- Ensure you can cater for unexpected capacity / resource situations by anticipating various situations and having plans to resolve them.
- Managing tracking and reporting of performance to uphold team accountability and promote quality of service.
Client Management
- Establishing and maintaining the client relationship standard of excellence for the agency to follow.
- Managing senior client expectations, increasing client satisfaction and engagement.
Qualifications
- 5+ years of experience in CRM consulting or a broader consultation related field
- 1+ years of experience leading and managing teams, including performance management and professional development
- Strong project management skills, including experience with project planning, risk management, and change management
- Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and team members
- Strong understanding of CRM systems and/or broader marketing, technical based processes
- Proven ability to drive results and deliver high-quality work in a fast-paced, dynamic environment
- Ability to travel to client sites as needed
Helpful skills
- Experience with analytics tools (Google Analytics, Omniture, Amplitude, Mixpanel, ..)
- Agency experience preferred
- Braze Marketer Certification
- Braze Admin Certification
- Remote working experience
How to Apply
Contact: [email protected]
Please provide: CV + Cover Letter + LinkedIn Profile