Ask people where Nando’s comes from and you’ll get a different answer every time. Portugal? Mexico? The UK? Our story actually starts in Rosettenville, a Portuguese neighbourhood in Johannesburg, South Africa. With stops in Mozambique and the UK along the way.

It was 1987 and Robbie Brozin and Fernando Duarte opened their first chicken restaurant. Then another. And then another. Fast forward five years and Nando’s landed in the UK. Now, with over 480 restaurants (and counting), our PERi-PERi is a bestselling hot sauce and Nando’s has become as big a part of culture as drinking tea.

We’ve got a growing family of 20,000 Nandocas (what we call our employees), fuelled by our values: Pride, Passion, Integrity, Courage and Family. We care as much about them as we do our legendary, flame-grilled PERi-PERi – because it’s the people that make the chicken.

Inspired by our Southern African heritage, we know and value the richness diversity brings. So we're committed to creating an inclusive and respectful culture for all. We’ve even been recognised as one of the industry leaders by the Financial Times.

This is an exciting opportunity for a CRM Manager to join the Customer Growth Team at a pivotal point in our journey towards delivering multi-channel, personalised and customer centric communications. Our CRM Team use customer insights to deliver communications which create emotional connections that build loyalty, frequency and brand love. The CRM Manager will be responsible for growing customer lifetime value through developing and executing multi-channel CRM campaigns and programs, which improve, engagement, conversion and retention.

This is a pivotal role in a high performing team, with scope to influence our CRM strategy.

A day in the life...

• Own the CRM calendar- Plan, manage and deliver CRM campaigns across email and push channels that engage our customers, with timely, relevant and inspirational content
• Lead, devise and implement sales and frequency driving initiatives, which deliver against customer and trading objectives
• Effectively embed communications channels such as push and in-app messaging, launching new channels as required
• Partner with Data & Insights and Performance Marketing teams to measure effectiveness of activity and recommend initiatives to improve
• Own and co-ordinate the development and execution of multi-channel lifecycle automations
• Establish and maintain contact rules, ensuring that customers are not being over communicated to
• Develop plans for content personalisation and customer-centric comms based on analysis and insight- champion the use of dynamic content and CRM personalisation within CRM communications.
• Continuously optimise communications by developing a Testing and Learning strategy and proactively identifying opportunities to improve
• Bring insight and inspiration to the CRM team based on experience, observation and analysis of competitors and the market
• Support the Senior CRM Manager on developing and delivering our CRM Vision and strategy, prioritising opportunities, and enhancing capabilities
• Support the Senior CRM Manager to deliver on audience strategy objectives, devising key campaigns to achieve them
• Partner with the Brand team to ensure that all our communications are on brand, engaging and meet the brief and objectives
• Work with wider Nando’s teams on cross business initiatives aimed at growing the customer base and retention
• Uphold excellent communication standards, ensuring all our communications are on brand, generating value and providing brilliant experiences

Hot Skills

• 3+ years' experience in CRM with an emphasis on engagement, retention, and optimisation
• Hands on experience in developing and owning a CRM calendar which include devising communications for email and mobile
• Owning and developing email/push/in-app marketing communications and lifecycle automations
• First-hand experience in developing and executing Test & Learn strategies across customer segments to optimise communications
• Naturally organised and be able to manage several different projects at once
• Have a passion for CRM and are constantly looking for ways to improve campaigns, content, customer messaging.
• A proactive self-starter with a strong desire to optimise
• Fastidious about detail, with a good instinct for creative
• Highly analytical, results driven and commercially minded and able to demonstrate ROI
• A strong communicator and a great collaborator, able to build effective cross-functional relationships
• Naturally calm under pressure
• A positive team player

This hybrid role will be required to be in the Putney office 3 times a week

Job Ad here:  https://www.linkedin.com/jobs/view/4097660698