Location: New York
Department: Commercial
Reporting to: Head of CRM & Audience Development
Salary: up to $80,000 p.a

About the role

Based out of New York, reporting to the Head of CRM & Audience Development, this role requires a deep understanding of the role of marketing communications in driving customer engagement and reducing churn across the media business.

The CRM Manager is responsible for maintaining and delivering against our CRM marketing strategy for the acquisition, retention and loyalty of our Time Out audience.

This role will also support business growth by looking to improve revenue streams, bringing in and retaining new customers and working closely with the wider commercial teams, always ensuring that the Time Out brand message permeates everything that we do. You will also be responsible for building engagement and creative campaigns, globally (although there will be a strong focus on the management of the North America campaigns) - with email being the predominant channel.

Key Responsibilities

• Support the Head of CRM to deliver the CRM strategy

• Support the wider team in the Customer Journey Mapping and drive its implementation through automation ensuring that the process is constantly maintained and improve

• Build and schedule newsletters, collaborating closely with relevant teams

• Work closely with the Content team to consistently optimise content selection and the campaign process to ensure you have the most compelling content for our newsletters

• Lead test and learn strategy through developing and testing new features/ template designs or content/offers selection to ensure email programmes are optimised in terms of performance and results

• Be accountable for timely, accurate deployment of global email marketing campaigns

• Delivery of tracking and reporting across all CRM activity managing communication to middle and senior management teams, highlighting performance and making recommendations around further optimisation.

• Management of customer segmentation to identify key customer groups in order to drive revenues from segmentation, create targeted email lists that ensure our subscriber audiences are segmented effectively for each campaign.

• Manage entire customer communication database elements, ensuring Time Out adheres to best practice with regard to contact strategy, deliverability, data cleanliness and mobile delivery

• Support the analysis and reporting of email performance and lead improvements based on these findings including A/B testing.

• Support the wider team in the customer journey and drive its implementation through automation ensuring that the process is constantly maintained and improved

• Strong understanding of GDPR practices

Skills & Experience

• Previous experience in marketing or a degree in CRM Marketing

• 4+ years experience building emails, landing pages in CRM Marketing platforms (Adobe Campaign Standard is preferred)

• Strong creative eye (copywriting experience is a big plus)

• HTML working knowledge

• Knowledge of how to manipulate large datasets (SQL is a plus)

• Comfortable with fast-paced environment and quick turnaround times

• Strong attention to detail

• Excellent communication skills

• Excellent analytics skills

About Time Out

What we look for in a candidate

Time Out is a company filled with individuals as diverse as the cities we live in and cover. At the same time there are common characteristics and values we all share. To join our team, you’ll want to…

• Be commercially astute
• Either have experience at or want to dive headfirst into a fast-paced transformative company in pursuit of excellence
• Think globally
• Have excellent communication and relationship building skills
• Have a high sense of ownership, urgency and drive
• Be a team player

About our culture

At Time Out Group we believe in diversity and equal opportunity for all people. We do not discriminate against external or internal candidates on the basis of age; disability; gender, gender reassignment; race; religion or belief; sexual orientation; marriage and civil partnership; pregnancy and maternity. We believe that diversity develops creativity and enables personal and professional growth where we all learn from each other. We believe in an open culture where ideas are shared candidly and where there is no fear of failure, but rather an understanding that we must experiment and have the freedom to succeed. We believe that everyone has the right to express themselves as they are as this enriches us all. We believe in an open world, social justice, and the pursuit of happiness, after all, we are in the happiness business.

About Time Out Group plc

Time Out Group is a global media and hospitality business that inspires connection and joy by capturing the soul of the world’s greatest cities through its two divisions – Time Out Media and Time Out Market.

Time Out launched in London in 1968 with a magazine to help people discover the exciting new urban cultures that had started up all over the city. Today, Time Out’s professional journalists curate the best things to do, see and eat in 333 cities in 59 countries.

Time Out Market is the world’s first editorially curated food and cultural market, bringing a city’s best chefs, restaurateurs and unique cultural experiences together under one roof. From cooking classes with top chefs to installations from local artists and live entertainment, Time Out Market captures the soul of the city.

The first Time Out Market opened in 2014 in a historic market hall in Lisbon, quickly turning into the most popular destination in the city with 4.1m locals and tourists visiting in 2019. The success of Lisbon brought further expansion in North America, with Time Out Market opening in five major cities in 2019: Miami, New York, Boston, Chicago and Montreal. In 2021, Time Out Market expanded into the Middle East with Time Out Market Dubai, and more Time Out Market locations are in the pipeline including Porto, London, Prague, Japan and more.

Time Out Group was named International Brand of the Year 2021 in the Campaign Publishing Awards – awarding bravery, editorial innovation and forward thinking. While Time Out Market won the Most Innovative Food & Beverage Concept Award at the Global RLI (Retail & Leisure International) Awards 2021