The OR Society
CRM and Digital Marketing Manager
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Job Title
To manage and optimise the Society's CRM, digital marketing activity and data insights to support membership growth, retention and engagement. The role is responsible for audience segmentation, marketing automation, campaign delivery, performance reporting and digital projects that enhance the member experience and support organisational objectives.
CRM and Data Management
- Manage and optimise the CRM system, including user support, data quality and system development.
- Develop audience segmentation and marketing automation to improve engagement and conversion.
- Maintain data integrity and ensure compliance with GDPR and data governance requirements.
- Develop dashboards, reports and performance metrics to support decision-making.
- Analyse member behaviour and engagement trends to identify opportunities for improvement.
Digital Marketing
- Plan, deliver and evaluate digital marketing campaigns that support membership acquisition, retention and engagement.
- Monitor website, email and campaign performance, providing insight and recommendations.
- Lead the development of personalised member journeys and targeted communications.
- Identify opportunities to improve digital engagement through innovation and automation.
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Project Management
- Manage CRM and digital projects from planning through to implementation.
- Work with stakeholders to gather requirements and identify solutions.
- Support the development of data-driven membership growth and retention strategies through analysis, audience insight and campaign optimisation.
- Ensure projects are delivered on time and meet agreed objectives.
Note: The key responsibilities outlined above represent the core of your role. However, there may be occasions when you are requested to undertake additional tasks.
Person Specification
Experience
- Experience managing CRM platforms.
- Experience delivering digital marketing campaigns and marketing automation programmes.
- Experience managing email marketing platforms, automated journeys and audience segmentation.
- Experience using data analysis and reporting to improve campaign performance.
- Experience managing digital projects involving multiple stakeholders.
- Experience working within a membership organisation, association, charity or customer-focused environment.
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Knowledge
- Understanding of CRM management, audience segmentation and marketing automation.
- Knowledge of digital marketing metrics, email marketing and customer journey principles.
- Knowledge of GDPR and data governance requirements.
Skills and Abilities
- Strong project management and organisational skills.
- Excellent analytical and problem-solving abilities.
- Ability to interpret data and provide actionable recommendations.
- Strong communication and stakeholder management skills.
- Ability to manage competing priorities and meet deadlines.
- High attention to detail and commitment to data accuracy.
Personal Attributes
- Proactive and solutions-focused.
- Collaborative and able to build effective working relationships.
- Adaptable and comfortable working in an agile environment.
- Committed to continuous improvement and learning.
Desirable
- Experience working with membership databases.
- Experience of marketing automation and customer journey mapping.
- Experience using Google Analytics or similar reporting tools.
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