Partnerships Marketing Manager - Customer Engagement

Role Purpose
Own and support the delivery of digital customer engagement activity by implementing email, push, POS, Coupon at till, digital banners and CRM campaigns. The role is responsible for planning, executing and optimising customer communications that drive sales, engagement, retention across Morrisons owned channels.

This position delivers targeted, high-performing communications in line with the contracted customer engagement plan and wider business objectives. It also ensures effective use of budget, strong customer segmentation, timely campaign delivery and continuous optimisation of performance.

Accountabilities:
Customer

Develop and implement communication strategies by customer segment to improve engagement, retention and sales

Plan and execute campaigns in line with the agreed customer calendar, key trading moments, launches, promotions, loyalty activity and seasonal campaigns

Build and optimise automated customer journeys, including retention, reactivation and lapsed customer programmes

Ensure all campaigns are delivered on time, aligned to brand guidelines and tailored to the target audience

Manage customer segmentation and targeting, using data and insights to deliver relevant, dynamic and personalised content

Ensure communications reach customers in a timely, competitive and relevant format across channels

Support delivery of the wider business plan and trade strategy through effective customer communications

Own or support campaign briefing, creative development and email build processes

Take end-to-end responsibility for partner couponing including planning, implementation and continuous optimisation to deliver business objectives

Colleague

Be an active participant in a high-performing, engaged and diverse team focused on communication excellence, service, sales and profitability

Work collaboratively and cross-functionally with key stakeholders across marketing, digital, e-commerce, loyalty, compliance and trade planning

Build strong working relationships with internal design teams and external creative agencies to deliver compelling communications

Contribute positively to team culture, pace, simplicity and continuous improvement

Operational

Shape, deliver and optimise CRM campaigns using Salesforce Marketing Cloud and other relevant marketing tools

Manage campaign execution from briefing and customer selection through to deployment, reporting and optimisation

Work collaboratively with stakeholders to deliver the marketing strategy and partnership plan

Ensure all communications are legal, honest, truthful and compliant with regulatory requirements and GDPR principles

Maintain high standards of data quality, governance and accuracy

Analyse and report campaign performance across KPIs including clickthrough, impressions, retention, conversion and sales

Use testing, insights and performance data to continuously optimise communications and campaign effectiveness

Support the integration of communications across channels to deliver a consistent customer experience

Create clear briefs for the data team to build the right audiences to meet relevant objectives

Deliver the partner coupons by creating and loading offers into our Loyalty platforms

Brief and stand over reporting and evaluation of partner coupon campaigns to understand effectiveness

Use the insights to optimise campaign performance and recommend future activity

Generate Morrisons App content that aligns with partner campaigns and supports delivery of their objectives

Strong knowledge of the retail, Loyalty and marketing industry, particularly digital marketing and CRM

Commercial and financial understanding

Strong to expert knowledge of email marketing platforms and CRM systems

Knowledge of loyalty programmes, promotional mechanics and customer lifecycle marketing

Understanding of customer segmentation, targeting and personalisation

Good understanding of data protection and GDPR principles

Understanding of Morrisons customer personas and customer engagement priorities

Role Measurement

Plans and campaigns delivered on time

Achievement of agreed targets for interaction, clickthrough, impressions, retention and conversion

Delivery of campaign sales objectives

Effective customer selections and audience targeting

Accurate reporting and optimisation based on campaign performance insights

Competitive salary

25 days holiday (in addition to 8 bank holidays)

Company contributory pension scheme

Joining a supportive, empowered culture & a team with outstanding capability and experience

A dynamic environment in which you can personally learn, develop and make an impact

Opportunity to shape a growing and market leading technology business business

Why join us

Strong support from experienced sales, insight, and product teams

A collaborative, high-performing culture

The chance to shape and grow a scaling tech and insights business

Direct exposure to a major grocery retailer and leading CPG brands

A dynamic environment where you can learn, contribute and make an impact

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