About us
From humble beginnings to London’s most trusted business-class car service in just over forty years, Addison Lee have grown with and for the times.
And yet, so little has changed about us. We still believe that taxis and minicabs can be so much more than just a means to an end – our clients are right to expect extraordinary standards, and by allying the latest technologies with traditional customer service values, we can not only disrupt the industry, we can revolutionise it.
Today, our iconic cars are responsible for getting over 10 million people where they need to go each year in London alone. And with our business expanding every day we will continue to deliver that same executive service consistently, no matter where we are.
Location
The Point, Paddington, London (4 days a week in office, 1 day work from home)
About the role
We are seeking a highly skilled and experienced Senior CRM & Customer Engagement Executive to join our dynamic team at Addison Lee. The successful candidate will play a key role in driving customer engagement, retention, and loyalty through effective CRM strategies and campaigns. Reporting to the Head of Marketing the Senior CRM and Engagement Executive will be responsible for developing and executing targeted initiatives to enhance customer experience, increase brand loyalty, and drive revenue growth.
- You will be responsible for developing and implementing comprehensive CRM strategies to drive customer engagement, retention, and loyalty.
- Manage and optimise the Emarsys CRM platform to deliver personalised and targeted communications across multiple channels.
- Analyse customer data and behaviour to identify trends, insights, and opportunities for optimisation.
- Collaborate with cross-functional teams including Sales, and Product to align CRM initiatives with business objectives.
- Create and execute segmented email campaigns, newsletters, and other communication and marketing initiatives to drive customer engagement and increase conversion rates.
- Monitor campaign performance, conduct A/B testing, and utilise data-driven insights to continually improve campaign effectiveness.
- Lead the development of customer journey maps, automation, and lifecycle strategies to enhance the overall customer experience.
- Work closely with the Head of Marketing to develop KPIs, and track performance against targets.
- Stay informed about industry trends, best practices, and emerging technologies in CRM and customer engagement.
- Provide regular reports and updates on CRM performance to senior management, and the wider marketing team.
Requirements
- Proven experience in CRM management, preferably within the transportation, travel, or service industry.
- Extensive experience with Emarsys or similar CRM platforms is required.
- Strong analytical skills with the ability to interpret complex data sets and draw actionable insights.
- Excellent project management skills with the ability to prioritise and manage multiple initiatives simultaneously.
- Exceptional communication and interpersonal skills with the ability to collaborate effectively across teams.
- Creative thinker with a passion for delivering exceptional customer experiences.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Proficiency in Microsoft Office Suite, particularly Excel and PowerPoint
Benefits
In return for your efforts, you will receive:
As well as a salary of £45,000, up to 5% bonus, Pension Scheme, Private Medical Insurance, Life Insurance (Death in Service), Gym Allowance, Wellness Program, Cycle to Work Scheme, 33 days Annual Leave (incl. bank holidays), 2 days paid volunteering leave a year, Travel Insurance, Extensive retail discounts via Reward Gateway (eg c5% off most major supermarkets), support with Professional Training and Qualifications via Apprenticeships, Season Ticket Loan, Discounted Cabs and Courier services (within London).
Equality and Diversity Information
Addison Lee is an equal opportunities employer and welcomes applications from all sections of the community. In line with our diversity ambitions we would be particularly excited to hear from underrepresented groups to help drive innovation and creativity. Addison Lee recognise and encourage the valuable and enriching contribution that people from all backgrounds and experiences bring to the company and believe that all individuals should be treated on merit and without prejudice. With this in mind, we actively promote equality of opportunity and freedom from discrimination on grounds of age, cultural background, class, disability, ethnicity, gender, sexual orientation, gender reassignment, faith, language, and an individual’s health status. We will strive hard to remove conditions which place individuals at a disadvantage and challenge discrimination.
Addison Lee are a Disability Confident employer, we have made commitments to employ, keep and develop the abilities of disabled staff.
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