Role: CRM Manager
Location: Four days per week at either our London or Luton Office, with one day per week at home (regular travel to other offices as needed)
Salary: From £45,000 per annum, plus benefits
Contract: Permanent
Hours: Monday to Friday – 9am to 5pm (35 hours per week)
Why FirstPort?
FirstPort, are on an ambitious journey to redefine excellence in UK residential property management. We are committed to elevating and resetting industry standards to be the most trusted and professional residential property management company.
By joining us as a CRM Manager you will play a pivotal role in achieving our vision:
- Impactful Work: You will directly support FirstPort’s mission to elevate industry standards and provide an exceptional service to our customers.
- Professional Growth: With access to accredited training and development programmes, you will be empowered to reach your potential.
- Supportive Environment: We foster a culture where collaboration and innovation thrive, ensuring you feel valued and supported every step of the way.
- A Future of Opportunity: Be part of a forward-thinking organisation that is shaping the future of residential property management in the UK.
At the core of everything we do are our leadership principles:
- Collaborative: We work together, combining expertise to deliver outstanding outcomes for our customers
- Consistent: We deliver dependable results, building trust with customers and colleagues.
- Simple: We simplify the complex, ensuring our financial processes are straightforward and understood.
- Clear: We communicate with clarity, making information accessible and transparent to all stakeholders.
Your Role, Your Impact
As a CRM Manager, you'll lead customer communication strategy, focusing on improving engagement and satisfaction. With 3-5 years of experience in marketing or CRM management, including team leadership, you'll oversee the shift from paper to digital communications in your first year. Your role will drive online portal registrations and digital channel adoption. You'll create a CRM activity calendar, enhance customer engagement, and collaborate across departments to support the digital transition. Proficiency in CRM and email platforms, along with a customer-focused approach, will be key to your success.
Key Responsibilities:
- Oversee the use and optimisation of FirstPort CRM system, Creatio, to deliver targeted communications aligned with KPIs. Ensure data selection and segmentation enhance campaign success.
- Advocate for customers by ensuring communications are clear, personalised, and aligned with the customer experience and digital-first strategy.
- Lead the transition from traditional to digital communication channels, ensuring a seamless experience for all customers. Work with departments to communicate the benefits of this shift and drive internal adoption. Provide training and support.
- Collaborate with marketing to create and maintain a library of communication templates (emails, alerts, SMS, etc.) to ensure content is engaging, consistent, and aligned with the brand.
- Lead and mentor a small team, offering training on customer communication best practices while fostering a collaborative environment. Guide the team in the digital-first strategy and manage any resistance.
- Align customer communication strategies with broader company goals, working closely with other departments.
- Monitor and report on KPIs related to digital migration, communication, and customer satisfaction. Use data insights to improve campaigns and promote continuous optimization.
Required Skills & Qualifications:
- 3-5 years’ experience in marketing / customer communications or CRM management, including team management or mentorship.
- Proficient in using various CRM and email communication
- While industry-specific experience is not required, it is highly valued
- Strong proficiency in CRM software and communication tools.
- Strong customer-centric mindset with empathy and patience.
- Ability to manage multiple tasks, problem- solve and prioritise effectively
What’s in it for you?
Our customers deserve the best and the same applies to our people. We will provide you with the technology, training and support that you need to do your job well. We offer competitive salaries and a range of benefit packages depending on the grade of your role, such as private medical insurance, pension contributions and life assurance. In addition, we also offer a range of exclusive discounts on extra benefits to help you, and your family make the most of your money, safeguard your future and look after your health, including discounted gym membership for all colleagues.
Diversity
We’re committed to promoting diversity at FirstPort and recruit on merit. We will ensure we make any adjustments that we can to support both through the recruitment and on-boarding process.
Ready to make a difference?
If you’re ready to take the next step in your career and make a difference we’d love to hear from you!
All applicants must be eligible to live and work in the UK without restrictions, and documented evidence of eligibility will be required.
Join us at FirstPort, where we not only manage properties but strive to lead and transform the industry. Together, we can make a difference – for our customers, our colleagues, and the future of residential property management in the UK.
Elevate your career. Reset the standard. Join FirstPort.