CRM Marketing Manager

CRM Marketing Manager
The role within the Marketing team at Time Out North America will provide the lead on digital audience
acquisition, retention, and engagement across all defined cities, and the delivery of these against the
business audience and revenue growth targets. Using multiple marketing channels, this role will drive
retention and loyalty of Time Outers across North America, with the ultimate goal of cultivating lasting
customer relationships and increasing customer lifetime value. With particular emphasis on driving the
email program, this role will work closely with the Senior Director, Marketing and Editorial/Commercial
stakeholders ensuring audience communication and engagement tactics are delivering an audience that can
maximize revenue.
Duties & Responsibilities:
 Develop and continually optimize customer retention strategies, systems, and related processes to
retain, engage, and monetize the Time Out audience across North America
 Plan, coordinate, deliver and report on assigned marketing campaigns within the market, driving new,
loyal users across platforms, including account sign-ups, app downloads, and UGC participants.
 Manage entire customer communication database elements, ensuring Time Out adheres to best practice
with regard to contact strategy, deliverability, data cleanliness and mobile delivery, including in-app
notifications
 Define data capture routes and strategy across all available audience/customer touch points: website,
tablet, mobile, ensuring data is effectively fed into CRM programs
 Work closely with the user database teams to deliver consistency across the user platform
 Design and implementation of testing schedule including A/B testing and multivariate testing within
the email / CRM plan to optimize templates and drive key KPIs
 Management of customer segmentation to identify key customer groups, building up our base of loyal
“super users” in order to drive traffic, engagement, UGC and revenues from segmentation
 Oversee commercial email process, ensuring email best practices, guidelines, and new industry trends
are being met, and optimizing performance while maintaining a quality list and the integrity of the
brand
 Manage B2B venue listing program, driving new venues and UGC on Time Out sites, developing a
communication program to business owners
 Work with other marketing team members and departments to achieve cross platform opportunities
and leverage all available opportunities
 Coordinate proposals and testing with the London CRM manager and share best practice.
 Any other reasonable requests from the Company Directors/CEO
 Assisting in raising the profile of Time Out
 Ad hoc projects as defined by line manager
 Ensure that the brand standards are met across all platforms
Qualifications:
 BS/BA Degree.
 Further marketing qualifications are an advantage.
 4+ years’ experience implementing effective CRM strategies in a consumer-focused digital business
environment. Preferable ecommerce, or subscription digital business and media business.
 Proven ability to educate all levels of business on value of CRM as revenue and loyalty driver, and to
engage with Product, Editorial & Commercial teams to push through key projects Highly numerical
and confident in calculating and monitoring ROI and Lifetime value of Time Out audience
 Highly skilled in ESPs – current system is eCircle (Teradata) – and able to integrate the system to drive
best value for the base
 Expertise in lifecycle and trigger-based communications

Broad CRM experience over and above email – Social CRM, App lifecycle planning and
implementation
Personal Attributes:
 Cultural fit – entrepreneurial and values-driven with unquestioned integrity and proactivity, while a
confident, high-performer that is inspiring, driven, and ambitious. Ideally will have a combination of
startup/high growth experience as well as worked in a larger, well-known brand.
 Commercially minded and able to spot opportunity to maximize revenue at all steps of the customer
journey
 Strong communication and interpersonal skills
 Ability to set and manage priorities
 Superior analytical, evaluative, and problem-solving abilities
 Ability to work at a fast pace – happy to be operational, as well as think strategically
To apply, email your resume to [email protected], with the subject “CRM Marketing Manager.”
Company Summary:
Founded in 1968, Time Out has become the authority on entertainment, events, and everything that's
happening in the most exciting cities in the world. Reaching more than 39 million people, in 89 cities, in 38
countries every month, through a range of different media channels, Time Out is providing its readers with
everything they need to know to make the most of their cites.
Cities can be amazing places: Time Out is here to guide you through them, help you share the best bits, and
enable you to do more of what you love…as well as tempting you to try something a little different.
Time Out is an Equal Opportunity Employer.