Remote
£38,000 Per Annum
Permanent, Full-time
Job description

Senior Membership and CRM Specialist

Remote/National Office
Location: Remote / Field Based
Salary: £38,000 Per Annum

We are YHA.

We believe in the power of travel and adventure. To connect people to each other, to nature, the outdoors, culture and heritage.

YHA is a 90-year-old social enterprise. Today, the charity makes a difference to more than a million people each year through our 150 hostels, activity centres and leading work in volunteering, traineeships, apprenticeships and youth employment. We welcome all yet specialise in creating opportunities for young people. We have a thriving schools and groups programme and work with partners to support access for young people and families with challenging lives.

What we’re looking for:

In line with YHA strategy our top impact priority is to ensure that all means all, increasing the scale and breadth of our reach and ensuring that YHA is for everyone. To fully realise this ambition, we need a diverse workforce that is representative of the communities we serve.

Our people share a common purpose: to improve the health, wellbeing and life chances of all, but especially young people facing adversity and challenges. To achieve this, we subscribe to a set of core values and behaviours: HEART. Helpful, Efficient, Authentic, Respectful and Team-Spirited. Our HEART values recognise the need for equality, diversity, and inclusion and to ensure we are reaching all, we capture this information at both the attraction and onboarding stages of employment.

What you will do:

The Senior Membership and CRM Specialist will drive forward YHA’s membership, insight and CRM marketing strategies to contribute to our growth and the delivery of our 10-year strategy.

YHA has a large and diverse customer base, including individuals, families, independent groups, schools, commercial companies and partner organisations. Our email marketing programmes are sector leading. Customer data analysis ensures our decision making, segmentation and targeting is insight-led. And we have ambitious plans for growth and innovation. In this role you will take responsibility for these areas, overseeing both strategic developments and tactical delivery.

We’re looking for a highly analytical, customer focused CRM and engagement specialist experienced in managing integrated and automated CRM marketing within a large customer base. The role provides a great opportunity to shape our membership strategy, bring data-driven insight into our supporter and customer marketing activities, and embed CRM principles and best practice into YHA’s engagement activities. All of which will encourage people to stay, join, give and volunteer with YHA.

The Senior Membership and CRM Specialist will

  • Develop our membership strategy, delivering growth in volume and engagement, lead the development of end-to-end membership processes, manage partner relationships, and integrate membership and giving programmes
  • Lead and optimise CRM marketing initiatives, owning customer journey planning to maximise conversion, retention, loyalty, brand engagement and reactivation strategies across B2C and B2B markets
  • Embed data-driven analysis and automation techniques into our engagement strategy, taking our customers and supporters on a seamless, integrated communications journey.
  • Work closely with marketing, communications, digital, sales and fundraising colleagues to inform segmentation and targeting opportunities across multiple channels, driving engagement and income.
  • Manage our customer and supporter insight programme, providing the business with actionable insight to inform marketing and business decision making, including campaign evaluation, guest satisfaction and market development
  • Champion customer data quality, CRM and membership across the business.

Ideally you will have experience in:

  • CRM strategy and campaign management.
  • Managing a large income-based membership programme with a track record of positive results.
  • Using sophisticated CRM and email systems to automate customer engagement and developing automated, personalised contact strategies.
  • Customer journey and lifecycle mapping, tailoring plans to different customer segments, stages and behaviours.
  • Customer lifetime value and RFV analysis to drive future growth
  • Analysing and interpreting complex data from multiple sources, presenting it clearly to inform decision making.
  • Innovation in CRM marketing and instilling CRM best practice across multiple departments.
    Team leadership, with strong planning and financial management skills.

And you will:

  • Be able to work at both strategic and tactical levels.
  • Have strong relationship-building, collaboration and influencing skills
  • Act proactively and be solution focused to deliver exceptional results under time constraints.
  • Be confident in engaging staff at all levels.

We do reserve the right to close this advertisement early if we receive a high volume of suitable applications.

Expiry date: 16:28, 24 August 2021

Reference: JUL20212767

Posted on: 28 July 2021
Closed date: 24 August 2021
Tags: Social Care/Development, Management