Position Overview & Specifications

Arriva is one of the leading providers of passenger transport in Europe, employing over 40,000 people and delivering 2 billion passenger journeys a year across 13 European countries. Arriva’s services include local buses (scheduled and demand-responsive); inter-urban commuter coaches; local, regional and national train services; trams and light rail; waterbuses, and non-emergency patient transport.

Arriva UK is recruiting for an experienced and passionate Head of Digital and CRM. The main purpose of this role is to lead and manage digital marketing, CRM and content, driving value from our digital channels and platforms. The role is part of the Marketing & CS leadership team, working across the marketing function leading Digital marketing activity - content and campaign activity. The role will work closely with the Digital Platforms team supporting with IT release and reporting marketing related digital issues to the Digital Platform team to resolve. This role will also manage our CRM programme, developing and sending emails whilst also developing our CRM capabilities, this includes managing our CRM agency and support the varying customer communications including service alerts and timetable process.

Responsibilities

Digital content – development and execution

PPC & Display management

Internal channel optimisation: CRM, SEO, CRO, Social Media

Digital Development & Testing

Critical Comms – weather/platform issues

Strategy, planning and budget management

Weekly, Monthly and Quarter reporting

Support marketing & CS functions with BAU and campaign activity

Supporting other business units including Arriva Click & Green Line

Corporate Social Media Management

Agency Management – Media and CRM

Support Timetable – digital presentation

Budget and financial management CRM

CRM Management (creation, build, sending and analysing of customer communications and performance)

Monthly Survey CRM management

GDPR / SARs Requests

Click CRM – full process

Requirements

Hands on experience with CMS, CRM and other digital platforms

4+ years’ experience either agency or client side

Proven results in both digital marketing and CRM

Digital content development

CRM execution (build, strategy, and measurement)

Agency management

Up to date knowledge around digital marketing and GDPR best practice

Working in a matrix structure to drive & support customer centric change

Knowledge or capability to learn the support elements of varying customer focused comms channels

Proven experience management large budgets

Team management/development experience preferred but not essential

At Arriva we acknowledge the importance of our people's diverse experiences, talents, and cultures. Embracing diversity and inclusion is a key component of our talent strategy. The creation of a diverse, inclusive workforce is central to our ability to unlock potential and enhance our success.

Job Types: Full-time, Permanent

Benefits: