CRM Campaign Manager, France - 4 Month FTC

Company Description

Trainline is an innovative, tech business with a mission to bring together the world’s rail, coach and other travel services into one simple experience. We aim to make travel easier and more accessible, encouraging people to make more environmentally sustainable travel choices. We’re hugely proud to be the world’s leading independent rail and coach travel platform and rank among the highest-rated travel and ticketing apps globally. Today, we offer our customers travel to thousands of destinations in and across 45 countries in Europe and beyond. That’s more than £3.7 billion in ticket sales annually, and over 90 million visits to our apps and websites each month. In another major milestone, Trainline listed on the London Stock Exchange in June 2019 and is now part of the FTSE 250.

Our culture is central to our success. We’re driven to sustain our phenomenal growth from recent years, and this means we’re always working closely and collaboratively to turn our ideas into reality. It’s this sense of pace, innovating and improving pretty much everything we do, that makes Trainline so exciting and unique - we truly believe our work has a genuine impact and will change travel for the better.

Job Description

Purpose of the Role 

Are you looking for the chance to make your mark at one of Europe’s most exciting tech companies?  

With experience in customer-centric and data-led CRM, you will drive the delivery of multi-channel (email, mobile, web and more) CRM programmes in France. These programmes must be relevant for the customer, whilst ensuring efficiency, automation, and scalability through centralised CRM technology. 

You’ll work closely with our UK and Italy based teams to adapt and tailor existing programmes, while bringing local expertise to the role to make all our communications relevant to our customers.  

Analysis of results, tracking of KPIs and data-led decision making are key to this role, and you will lead a test and learn programme to drive ongoing optimisation.  

A passionate CRM expert, this role will allow you to continue developing your knowledge of new technologies and techniques to keep ahead and uncover new ways to communicate with our customers.  

Planning and Strategy: 

• Own the CRM strategy and delivery plan for French speaking customers, ensuring that we have the right media, right message and right channel in place to drive incremental transactions and long-term customer retention through engagement.  
• Support in the delivery of a multi-channel CRM programme including email, mobile messaging, push, onsite and offsite platforms.   
• Work with stakeholders, such as the GTM Leadership, Country Manager for France and the wider marketing teams to determine the requirements and prioritisation for upcoming CRM activity. 
• Lead ideation for new CRM activity and size all ideas to predict business impact and prioritise accordingly. 
• Own the CRM testing plan for France, managing a solid backlog of data-led optimisations to ensure continuous improvement of our key KPIs. 
• Undertake frequent competitor benchmarking within the travel vertical and other leading industries to identify new opportunities and tactics to try. 
• Work with the CRM Operations team to identify new Braze features and other third parties which will help to contribute to our OKRs. 
• Collaborate with the Data, Marketing and Product teams to deliver an aligned customer experience that reflects our long-term vision for Retention. 

Campaign Management:   

• Build and develop email and mobile communications for triggered event-based campaigns to increase engagement and revenue generated. 
• Write detailed briefs to direct copy, design, segmentation, testing and personalisation. 
• Design and implement data-led tests within all campaigns to drive optimisation and ongoing improvements. 
• Work with CRM Operations to deploy campaigns on time and with 100% accuracy.  
• Support the segmenting and profiling of the customer database using your local market knowledge to improve campaign results, ROI, and retention. 
• Use project management tools, such as Airtable and Jira to manage workload and tasks and provide status updates.  
• Manage the regional CRM plan, frequency of communications, and any nuances by market.    
• Provide support to the CRM and Retention leadership to achieve business objectives and offer cross-department support where needed.  
• Work collaboratively with other marketing channels to deliver successful multichannel marketing campaigns. 

Reporting: