CRM Manager

Job Description

Motorway is the UK’s fastest-growing used car marketplace – our online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal.

Founded in 2017, our award winning, technology-led approach has redefined the experience of selling a car, generating thousands of monthly car sales and helping us to grow to a team of over 400 across 4 locations.

Motorway is now valued at over $1 billion and is backed by some of the world’s leading technology investors, having raised £143 million in Series C funding.

This is a unique opportunity to join a fast-growing scale-up at a crucial phase of growth and help change an industry for the better.

The role

The CRM team at Motorway is split into 2 divisions - seller (B2C) and dealer (B2B). We are striving to provide the best experience for both customers, sellers and dealers. We have a brand new role in our team and are looking for a talented CRM Manager to join the Seller side whilst supporting the dealer functionality.

You will focus on ensuring that customers have an effortless customer journey and continuously test and improve our automated lifecycle communications , find customer pain points and work together with our Customer Experience teams in Brighton to eliminate these issues.

We are looking for someone, who has a strong interest in Customer Lifecycle and has previously launched complex automated journeys; has passion for Customer Experience and is happy to take ownership of processes and projects. You will be building relationships with people at all levels in the company and playing a pivotal role in a fast-growing scale-up!

What you’ll be doing:

• Understand the E2E customer journey and lifecycle
• Launch complex customer journeys consisting of emails, app push notifications and SMS messages in Braze
• Conduct A/B and A/B/C tests on existing customer journeys with the goal of improving their performance
• Analyse performance of campaigns and customer journeys
• Support CRM team and CX team with customer satisfaction tools (NPS and Trustpilot) and identify promoter/detractor reasons across the customer journey
• Run A/B tests
• Be the main point of contact in CRM for our CX and Customer Support teams based in Brighton, Cape Town and Durban
• Proactively develop and maintain relationships with colleagues across Customer Contact Centre, CX and Sales to ensure effective two-way conversations and schedule regular side-by-sides with them
• Regularly run through real life use cases to ensure there are no gaps in the customer flow
• Investigate customer queries from the CRM side & provide Zendesk team with relevant information

Requirements

• Solid experience in CRM, especially with customer lifecycle and complex customer journeys
• Strong data analysis skills, basic SQL skills are a plus
• Experience working with Customer Support/Customer Success teams and call centres
• Experience with Braze or similar tools
• Experience with NPS and Trustpilot
• Excellent written and verbal communication skills
• Ability and willingness to work independently when required
• Keen attention to detail whilst juggling multiple tasks

What you’ll get:

• Fun and friendly team
• There is an opportunity to shape and expand this role
• Constant growth and development
• No day is ever the same
• Fun social events with the team
• If you’re into cars, opportunities to work with vehicle data and learn about the automotive industry. We also have some fun, car-related activities (as well as non-car fun too!)

Benefits

• A competitive salary
• Stock options
• BUPA private health insurance
• Annual learning budget with Learnerbly
• Enhanced Maternity/Paternity leave
• Flexible working (approximately 1-2 days in the office a week)
• The option to work remote for a full month each year
• Pension Scheme
• Discounted Calm membership
• Cycle to work scheme
• A fun working environment with regular social events
• The chance to join a rapidly growing company that cares first and foremost about its people
• Fast career progression and the ability to develop your own skills and experience quickly

Equal Opportunities Statement

Motorway is committed to equality of opportunity for all employees. We work to provide a supportive and inclusive environment where all individuals can maximise their full potential. We believe our workforce should reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents.

We welcome applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

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