• Contact: Human Resources
  • Reference: 5625




There's never been a more exciting time to join the railway. We're going through the biggest upgrade to our network since the Victorian Times, while running over 2,400 services every single day covering 351 stations. As the 5th largest company in Scotland and nearly 5,300 employees, with us you can develop a career. We are looking for people who are focused on our customers. We want people that are looking for more than a just a job; we want people who are committed to giving Scotland the very best railway it has ever had.

An exciting opportunity has arisen for an experienced CRM Manager to join ScotRail's Commercial team.

Working as part of the marketing department, this role is responsible for planning and delivering CRM strategies across the company. This will predominantly be delivering email communication strategies, creating, managing and monitoring rules to protect and grow the database, and in this way, maximising profitability and ROI. You will work with a Marketing Executive and Content Executive in content creation and delivery.

Technically proficient, you will be ScotRail's customer database owner, champion and evangelist, ensuring data is up to date, accurate and all activities comply with the latest data protection legislation. Database growth will be a key objective, and customer profiling, database segmentation and segmentation techniques such as recency/frequency modelling should be hard-wired into your approach.

In addition to delivering email strategies and plans, you will also lead the development and co-ordination of multi-channel contact strategies. This will mean working collaboratively with other functions which have responsibility for customer outreach, such as the Contact Centre, Social Media teams and Customer Information. ScotRail's ultimate ambition is: right message · right channel · right person · right time.

Strong skills in data analysis and insight generation will be key, and you should have experience of creating and delivering presentations to senior management, articulating performance review recommendations clearly and concisely. You will manage the CRM budget, manage an external ESP and work with other data, digital and e-commerce suppliers.

The ideal candidate will possess:

Previous experience in a senior CRM or email marketing role, ideally within more than one industry

A proven track record in the formulation and delivery of successful, data-driven, personalised, marketing campaigns, creating and targeting defined customer segments, with full budget responsibility

Experience of using ESPs such as Dotmailer, Neolane, Salesforce

Good knowledge of best practice in CRM, email, SMS, messaging and data-driven marketing

Proven track record of leading a technical CRM project including gathering requirements, scoping, execution, testing and successful deployment

Ability to adapt to change quickly, and achieve revenue growth targets in a tough retail trading environment

Experience of managing a busy daily/weekly email workflow through in-house resource and external suppliers

First class stakeholder management, influencing and communications skills

ADDITIONAL INFORMATION: Post covers 35 hours per week, however, flexibility will be required. Reference Salary will be circa £46k per annum.

ScotRail is a strong promoter of diversity in rail and particularly welcomes applicants from members of minority groups.

Benefits include contributory final salary pension scheme, and free and reduced rail travel for you and your family, where applicable.

Selection process: selected candidates will be invited to attend an interview. The final stage for successful candidates will be a medical questionnaire. Appointees must submit at least two satisfactory references, Disclosure Scotland clearance and complete a six month probation period. Training initially involves a three day Induction training programme including first aid and fire safety.

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