The Role...
The Global CRM Manager will oversee the development and optimisation of our multi-channel member communications to drive member engagement, retention, and revenue growth. You will manage a team of CRM Execs, with whom you will own the end-to-end build and deployment of the global communications calendar across multiple products and markets within our portfolio, leveraging data to create personalised campaigns that align with the Soho House brand values and business goals.
A successful Global CRM Manager will be a strategic thinker and team player with hands-on experience in CRM platforms, email marketing, and consumer segmentation. A proactive self-starter, they must thrive in a fast-paced environment and be up for getting stuck in. Partnership and collaboration across multiple departments is crucial to manage stakeholders across teams and time zones to deliver projects on deadline.
Reporting to the Global Director of Digital Marketing, you will be part of the Global Marketing and Communications team working across functions, teams and brands as well as understanding how these interact and work with the rest of the Soho House Group.
Main duties…
- Work with the global marketing team to devise the CRM communication strategy, leveraging relevant communication channels (email, push notifications, WhatsApp)
- Audience opportunity sizing and data segmentation leveraging SQL queries
- Campaign execution: Own the end-to-end technical delivery of the global marketing calendar. Build, schedule, and deploy daily email and push notification campaigns to segmented audiences using Salesforce Marketing Cloud, ensuring timely and accurate delivery
- Segmentation and personalization: Collaborate with Marketing, Membership and Digital teams to identify target audiences, segment lists, and implement personalized messaging strategies to maximize engagement and conversion rates
- Testing and optimisation: Implement a test and learn roadmap to continuously optimise performance. Recommend strategies to improve engagement across digital communications channels
- HTML and CSS development: Leverage your proficiency in HTML and CSS to code and test custom email modules, templates and campaigns that align with brand guidelines and our email design system
- Quality assurance: Ensure testing and troubleshooting of campaigns across various devices and platforms to ensure content is pixel-perfect and is optimized for rendering and functionality
- Analytics and reporting: Monitor and analyze campaign performance metrics, providing insights and recommendations to optimize future campaigns and drive continuous improvement
- Project management: Prioritise and guide the team’s workload and workflow to handle a high volume of campaigns simultaneously while maintaining a keen attention to detail and accuracy
- Regionalisation: Support in managing the translations process for all global campaigns
Requirements
- Manager-level experience, with strong hands-on background in Salesforce Marketing Cloud or similar platform, demonstrating deep technical expertise
- Advanced data fluency, with the ability to understand, interpret, derive actionable insights and effectively communicate learning with a wide variety of internal stakeholder audiences
- Excellent organizational skills and ability to manage multiple projects simultaneously
- Excellent communication skills and ability to collaborate effectively with cross-functional teams
- Strong HTML and CSS skills
- Proficiency in Salesforce Marketing Cloud strongly preferred, including Journey Builder and dynamic content creation
- Knowledge of email and push notification best practices, trends, and regulations
- Comfort with digital collaboration via G Suite or similar
- Experience optimising workflows via AI integration a plus