CRM & Marketing Coordinator

JOB DESCRIPTION SUMMARY

This role writes, schedules and delivers the content that goes out to customers and franchisees. Most of the week goes to the CRM content calendar for email and app push notifications: writing the copy, briefing the in-house designer and getting assets built and sent on time. The rest is split between supporting the Paid Media team and running the marketing platforms that franchisees use for local store marketing (LSM).

The role is built around execution. Strategy, segmentation, test design and consent management sit with the CRM & Customer Lifecycle Manager.

How your time is split

• 65% CRM content and campaigns
• 20% Paid media support
• 15% Franchisee LSM support

RESPONSIBILITIES

• CRM content and campaigns
• Build and maintain the CRM content calendar for email and app push notifications, working to the marketing plan set by the CRM & Customer Lifecycle Manager.
• Keep the content calendar aligned with the Brand Team's priorities and calendars, so CRM and paid media activity support the same plans.
• Writeemail and push copy in the brand tone of voice.
• Brief the in-house designer, review assets against the brief and approve final versions.
• Resize and crop creative assets from the design team to fit email, push and other digital channels.
• Build, schedule and send campaigns in the CRM platform using audiences specified by the Manager. Check links, personalisation and rendering before every send.
• Apply the approved copy checklist to every send, including opt-out wording and sender identification.
• Run A/B tests designed by the Manager and log the results.
• Work day to day with the CRM and loyalty agencies and vendors, so initiatives are delivered on time and improved over time.
• Pull campaign results on a regular schedule and format them for the Manager's review.
• Paid media support
• Collect, check, resize where needed and deliver creative assets to the Paid Media agency for each month's media calendar, in the formats and by the deadlines the Paid Media Manager sets.
• Attend paid media status calls and stay familiar with the plans, laydowns and formats needed to execute them.
• Track asset deadlines and flag risks to the Paid Media Manager early.
• Raise purchase orders in the finance system when the Paid Media Manager asks. Approval stays with the Paid Media Manager and Finance.
• Franchisee LSM support
• Operate the SMS-based marketing platforms franchisees use for local store marketing. Take on email and push as well if those channels are opened to franchisees.
• Build and maintain the library of LSM templates, using content approved by the CRM & Customer Lifecycle Manager.
• Load approved content into the platforms and keep it current.
• Partner with franchisees to get the most from their local store marketing, answering questions about the platforms and escalating anything outside the approved templates.

What this role does not own

Platform configuration, data flows and consent management belong to the CRM & Customer Lifecycle Manager, supported by the Global Digital & Technology (D&T) team. This role works within those platforms and follows the approved checklists and templates.

Key stakeholders

CRM & Customer Lifecycle Manager

• Paid Media Manager and the Paid Media agency
• CRM and loyalty agencies and vendors
• In-house designer

Franchisees

Brand Team

Finance

• Global Digital & Technology (D&T) team
• Success measures
• Campaigns sent on the scheduled date and without errors
• Paid media assets delivered to the agency by deadline
• Copy checklist applied to every send
• Franchisee queries answered within an agreed turnaround
• A/B tests run to the agreed cadence and results logged
• Reports delivered on schedule

REQUIRED QUALIFICATIONS

• The role requires being on-site 3-4 days at our Restaurant Support Center.
• A strong willingness to learn.
• Strong written and verbal communication skills, with an interest in analysing and interpreting customer data.
• Strong copywriting, with samples to show.
• Exceptional attention to detail and organisational skills, especially in campaign execution, reporting and purchase orders.
• Strong ability to prioritise multiple tasks and stakeholders at once, meet deadlines and work collaboratively with different teams and managers.
• Comfortable briefing designers and working with external agencies.
• Understanding of content management systems.
• Basic knowledge of Figma or similar tooling.
• Creative and innovative thinker with an eye for design.
• Basic awareness of CRM platforms and campaign management tools would be advantageous.
• Ability to respond quickly to change and work at pace in a fast-paced, ambiguous environment.

PREFERRED QUALIFICATIONS

• 1 year of experience in CRM, email marketing or customer retention roles, or undergraduate placement experience, ideally within a fast-paced environment.
• Franchise or QSR experience, either in a marketing function or another relevant role, is preferred.
• Experience raising purchase orders in a finance system.
• Experience with a CRM platform such as Braze or Salesforce Marketing Cloud.
• Experience with an SMS marketing platform.
• Experience running A/B tests.
• Proficiency in the Office 365 package and remote-working technology, such as Zoom and Microsoft Teams.