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Senior CRM Manager

The Role

The role

This role is responsible for operational planning and delivery of CRM activity for ITV's targeted owned media channels.

Main responsibilities

  • Lead the team of CRM executives to deliver against marketing outcomes, reflecting the wider media strategy and supporting ITV business objectives
  • Ensure the overall CRM plan is integrated and appropriately planned for the audience and outcomes across different types of activity
  • Support and coach a team of direct reports, facilitating their growth and fostering a collaborative team culture
  • Keep up to date on the latest data-driven marketing trends and mentor the team to deliver innovative and impactful CRM activity
  • Work with the Insights and Conversion teams, and the wider CRM and Media team, to develop an effective audience and targeting approach.
  • Monitor the effectiveness of the CRM activity and guide the team towards optimisation and change which increases impact on KPIs
  • Feed learnings from CRM activity back into the the media strategy team in order to keep the strategy reflective of our latest insight
  • Act as a key point of operational escalation for the CRM team and its stakeholders (Marketing, Media, Creative, Product, Privacy)
  • Influence the creative teams to deliver assets for use in CRM that perform across the various channels.
  • Drive a test and learn culture in the CRM team to identify, evaluate and accelerate opportunities for targeted owned media.
  • Ensure all CRM is high quality, taking ownership and where needed, and providing feedback to the team.
  • Ensure all targeted owned media activity is in line with legal and privacy guidance and regulations.

Skills you'll need (minimum criteria)

  • CRM professional with a proven success working with multiple stakeholders in complex businesses.
  • Highly experienced in planning, executing and optimising CRM.
  • Proven experience in line managing individuals or small teams, with a track record of developing and supporting direct reports.
  • Strong communication skills with the ability to build strong relationships across a range of business areas.
  • Strong leadership skills with the ability to hold others accountable and enforce change where needed.

Other things we're looking for (key criteria)

  • Excellent interpersonal skills, with the ability to adapt leadership style to suit different individuals and situations.
  • Highly data-literate with proven experience interpreting data to aid decision making and make recommendations.
  • Thrives in a fast-paced, dynamic environment.
  • Flexible and able to adapt to changing circumstances
  • A can-do, collaborative, get-things-done approach.

Senior CRM Manager

ITV
London, UK
Full-Time

Published on 09/05/2025

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