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▷ [9/23/2025 A] CRM Lead

4 weeks ago

Dublin, Ireland An Post Full time

Job Description An Post is currently on a major transformation journey. Core to this transformation is putting the customer at the heart of the company, its propositions, and its culture. How we engage with a relevant message at the relevant time in the relevant channel is vital. CRM is a key pillar in the business's income generation strategy and serves to improve consumer acquisition, retention, and win-back, enabling the business to achieve its consumer base targets and financial goals. We are seeking a CRM Lead on a specific purpose contract for maternity cover to build on the great foundation already established in developing our customer engagement strategy. Reporting to the Director of CX & Marketing, you will focus on advancing this strategy by deepening collaboration with the Group Technology department to wrangle data and insights, crafting a unified single customer view that enables more targeted, personalised, and impactful CRM campaigns. In this role, you will lead the CRM team in ensuring consistency in data-driven decision making and strategy formulation across CRM programs and campaigns. You will work closely with Group Technology and other stakeholders to integrate and optimise data sources, enabling more robust customer insights and enhanced customer engagement. You will also be responsible for structuring CRM strategies and campaigns against allocated budgets and leading the CRM departmental budgetary allocations, ensuring all efforts stay aligned with broader business objectives. Responsibilities The principal responsibilities of this role include, but are not limited to the following: Build on the existing customer engagement strategy to further drive brand growth, attract new customers, increase customer product holding and retain existing loyal customers. Lead the development of a Single Customer View, working cross-functionally, to drive engagement and revenue across both B2B and B2C segments. Develop, implement, and lead a customer contact strategy for both B2B and B2C segments, focused on retention marketing tactics that increase purchase frequency and value. Drive the development of a multi-channel customer engagement platform, including email, SMS, push, direct mail and outbound calls. Optimise the overall CRM strategy by using predictive analytics based on integrated internal and external data sources. Own key retention and cross-sell sales metrics for the Retail part of our business. Lead, develop and grow, a small team currently comprising of two CRM Specialists. Demonstrate An Post Shaping Our World values and behaviours in daily work and address behaviour that supports or disagrees with these values. Qualifications To excel in this role, you will be passionate about customer experience and retention with proven experience building and advancing customer loyalty/CRM strategies, particularly in complex data environments. You will hold a Bachelor's degree in marketing or related discipline and have strong Customer Value and Lifecycle Management experience with 5+ years working at a Senior level. You will have experience with email and marketing automation platforms (e.g., Oracle Eloqua, Microsoft Dynamics, Adobe), push notifications, SMS, outbound calling and direct mail as well as good knowledge of Database Marketing laws (GDPR, e-Privacy Directive etc.). You should be curious about new emerging technologies, including AI and have hands-on experience working closely with technology or data teams to develop single customer views or unified data platforms. The ideal candidate will be a proactive self-starter and teammate with a track record of driving successful marketing campaigns in collaboration with multiple stakeholders. You will have excellent project management skills with the ability to coordinate cross-functional projects. Strong empathy for customers and a deep understanding of retention value drivers is vital for the role. Proficiency with Google Analytics and experience in Telco or Financial Services sectors is advantageous. Critical Competencies: (The following competencies are critical to the delivery of results and/or to superior performance in this role) Technical/Professional Knowledge Problem Solving & Analysis Building & Maintaining Relationships Results Orientation Change Management Candidature Applications are encouraged from serving employees of An Post, who have satisfactorily completed the Company's probation/trial period and who feel they have the necessary skills, qualifications and experience for this position and who are currently performing up to but not exceeding Level 3 roles and pay scale. Applicants must comply with the standard Company rules and regulations regarding conduct, performance and attendance. Salary The standard regulations will apply regarding starting pay on promotion. Appointment to this position will not incur an increase in salary for a candidate of equivalent grade. Selection Intending applicants should note that reviewing/shortlisting of applicants will be in accordance with the recruitment and selection criteria stated above. Satisfactory evidence of being able to fulfil the requirements of the job should be clearly demonstrated by your CV. Applications will be reviewed in the first instance by a selection board who will determine the candidates to be invited to the next stage of the selection process. The selection process may entail appropriate testing to assist in evaluating the suitability of candidates for the job and a competitive interview. Following the first round of interviews, advancing candidates will be invited to a second round of interviews. Taking into account the CV and the results of the interviews, a successful candidate will be identified. Our Learning and Development Team run CV writing workshops and interviewee skills courses from time to time. Forms for all courses are available via the Learning & Development section on the An Post Intranet. Appointment There will be a six-month probationary period and process in place for those appointed to the above position. Should a successful applicant fail to achieve the standards expected at any stage during the probationary period, there will be early, effective intervention designed to enable them to reach and maintain acceptable standards of performance. However, should they fail to reach and maintain these standards following this intervention; they will revert to their previous grading/position and to the salary point they would have reached if they had continued in that grade provided the record of service during your period in the position now advertised was satisfactory from the point of view of conduct. At An Post we appreciate the value that diversity brings and believe our workforce should be reflective of the customers and communities we serve. That is why we actively welcome applications from people from all backgrounds, and do not discriminate based on gender, age, race, religion, marital status, sexual orientation, disability, membership of the Travelling community, or family status. An Post is committed to having an inclusive workplace where every employee feels they belong. If you require accommodations to be made during the recruitment process, or have questions relating to accessibility, please email? .?? To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process, click the Apply button below to Login/Register.