Salary up to 45,000
CRM LeadSalary up to 45,000FT- 35 hours per weekPermanentHybrid London
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.
We work in a hybrid way at Saga, both at home and in the office. In this team, we work mainly from London. You will be required to be in our London Office for up to 2 days a week, with the occasional visit to our Folkestone office for key events and community days. Other travel with the role might also be expected.
Role Responsibility
- 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 KPIs 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
The Ideal Candidate
- 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.
- Youll 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
Package Description
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
About the CompanyOver the past 70 years we have become the UK’s specialist provider of products and services to people aged over 50 in the UK. The Saga brand has become one of the most recognised and trusted brands amongst UK consumers in this demographic, recognised for its high quality products and exceptional standards of service. These include cruises and holidays, insurance, personal finance and the Saga Magazine.At Saga we are committed to treating all employees fairly and to offering equal opportunities in all aspects of employment and advancement. We value diversity not just because it is the right thing to do, but because diverse teams perform better.Fair consideration is given to applications from all applicants, including those with disabilities and those over who are over 50 as we are champions of age inclusivity. We are an official Disability Confident Committed employer and ensure that our recruitment process is inclusive and accessible and we will make reasonable adjustments as required. For more information on our DEI policies please visit our Saga Careers page.Saga does not accept agency CVs unless specifically engaged on the role by the Talent Acquisition Team. Please do not forward CVs to our recruiters, employees or any other company location. Saga will not be responsible for any fees related to CVs received in this unsolicited manner.Job Reference: saga/TP/205960/3488…