CRM Analytics Manager
Full-time, £40,000 - £55,000

Ref: 7264

Salary: £40,000 - £55,000

Hours: Full-time

Contracted Hours: 39

Contract Type: Permanent

Location: Chester House, Epsom Ave, Handforth, Cheadle, Greater Manchester, SK9 3DF


CRM Analytics Manager 


Pets at Home Handforth, England, United Kingdom 


Personalisation / Analysis / Marketing / Campaign / Data 

At Pets at Home Group we’re constantly adapting to transform pet care. Join us and work in a large-scale CRM programme that will help shape, build and deliver our next-generation holistic pet care service. By joining us you’ll create new ways to support pets and their owners to live happier lives together. 


As the leader of a team of specialist CRM analysts, you will be responsible for leading and developing the team, influencing business decisions through your knowledge of data, personalisation tools and campaign analytics.  You will work with business partners to understand objectives, build campaign strategies, tactics and measures, ensuring smooth operational execution.    


Key responsibilities: 

  • Contribute to the development and implementation of the marketing plan, customer and CRM strategy, through customer base and campaign knowledge. 

  • Shape direct communication campaigns to ensure objectives are met, questions will be answered and campaign selection is seamless. 

  • Ensure that every activity is an opportunity to learn, presenting clear analysis and acting as a role model for that approach both with team members and business partners. 

  • Champion the briefing process; seeks to understand the underlying business question. Plan activity ensuring seamless transitions between the Campaign and Marketing teams. 

  • Provide clarity to direct reports and business partners by setting clear objectives, developing strategies and tactics aligned to objectives and meeting agreed measures. 

  • Support direct reports to own their development and build competence; enhance competency, motivation and leadership in direct reports. 

  • Incorporate new knowledge, techniques and developments from the wider team for your core areas of responsibility. 

  • Identify and drive optimisation of processes and planning within the CRM Analytics team. 

  • Ensure a high standard of clear communication both in analytics and operational performance; ensuring the team, business partners and leadership are well informed. 


Experience required for this role includes: 


  • Strong commercial, marketing and campaign delivery skills. 

  • CRM Specialist with 3 years’ experience or knowledge of analytical roles within the same or similar disciplines. 

  • Experience using a campaign management tool (e.g. Salesforce, Unica, Adobe). 

  • Previous experience in designing or implementing CRM (or similar) journeys and / or platforms. 

  • Experience with planning, prioritisation and management of workload and stakeholders across ownership areas with minimal support. 

  • Experience manipulating and analysing complex data sets to produce actionable insights and recommendations. 

  • Experience presenting knowledge and recommendations to the business and acting as the voice of the customer in both internal and external meetings. 


Desirable experience: 

  • Experience of managing and developing a team. 

  • Experience in setting up or running SQL selections in a zero-error environment 

  • Marketing execution knowledge spanning both traditional and digital mediums 

  • Digitisation of analytics 


Personal attributes: 

  • To be a confident, acknowledged leader on customer knowledge and campaign building and be able to provide advice and guidance on best practice 

  • Strong planning skills and ability to synthesize multiple, complex campaign requirements into a clear work / delivery plan  

  • Seeks opportunity to improve performance and knowledge; can demonstrate impact of innovation and year on year improvements 

  • Excellent attention to detail: Advocate “Right First Time” approach through best practices (e.g. code checks, handover documents, etc.) and spot checks. 

  • Open to change, always seeking to improve current activity and actively adopting changes to business needs, technology and other needs 


Far more than a retailer, Pets at Home Group is the UK’s leading pet care specialist, fulfilling every possible pet and owner need, from food and accessories to grooming and vet services. Since 1991, we’ve been building a business around pets and their owners and we’ve set our sights on becoming the best pet care business in the world. Join us now and you can be part of that journey, developing your future as we develop ours. This is a place where you can take pride and passion in your work within an inspiring, professional team that’s focused on supporting pets and their owners to live happier lives together. 


We’re driven by the wellbeing of pets and we make sure we look after our people too. We depend on your commitment and innovation, and reward it with competitive pay and comprehensive benefits. Together we’ll create the future of pet care. 

Organisation: Pets at Home

Date Posted: 19-11-2021

Expiry Date: 17-11-2031