CRM Manager (Salesforce Sales and Marketing Cloud) - HQ

CRM Manager (Salesforce Sales and Marketing Cloud)

Location: London (Hybrid)

Job Type: Full-time

Department: Marketing

Salary: £60,000 per annum

Reports To: Head of Marketing

Job Overview:

We are looking for an experienced CRM Manager with expertise in Sales and Marketing Cloud to lead the development and execution of our email marketing. In this role, you will be responsible for managing the entire customer lifecycle, from acquisition to retention, by building data-driven, personalised communication strategies that increase engagement, drive revenue, and improve customer loyalty.

You will collaborate with various departments, including Operations, Membership, Private Events, KOKO Electronic and KOKO Studios, leading monthly ‘Insights and Reporting’ meetings, in which you will present data insights and recommendations to the wider teams to inform strategic decision making.

As CRM Manager, you will support the development, execution, and management of email marketing campaigns, while also assisting with platform administration and light development tasks. You will play an integral role in maintaining and optimising our email marketing operations using Salesforce Marketing and Sales Cloud, ensuring campaigns are delivered effectively, data is managed properly, and performance is tracked.

About KOKO

London’s iconic KOKO reopened in Spring 2022 after a three year restoration and redevelopment – a favourite of Prince, Kanye West, Amy Winehouse and Madonna, it relaunched as a state-of-the-art live music venue spanning 50,000 square feet, with a new members club The House of KOKO situated backstage and the new Cafe KOKO next door.

The House of KOKO sprawls over four floors and sixteen beautifully designed spaces (from the team behind Chiltern Firehouse), The House of KOKO’s artistic membership community enjoy access to a beautiful new roof terrace and restaurant, dome cocktail bar, penthouse and recording studio, piano room, library, a hidden speakeasy, stage kitchen, cocktail bar and secret vinyl rooms.  Architecturally unique, and with a sense of adventure at its heart, members can explore secret routes into the theatre, and delight in its many hidden rooms.  With Executive Chef Andreas Engberg (La Petite Maison) at the helm, and housing one of the finest contemporary art collections in London, The House of KOKO with its artistic community, sits at the forefront of London culture.

Described by Vogue as ‘A totally unique experience’, the BBC as ‘changing the face of music’’ and FT HTSI as an ‘arts space for the future’, this is a brilliant opportunity to join one of the most exciting companies in the globe right now.

Key Responsibilities:

CRM Strategy and Optimisation

• Develop and implement Salesforce CRM strategies to enhance customer engagement, sales processes, and business performance for KOKO and its sub brands.
• Lead the execution of targeted marketing campaigns (email, WhatsApp and SMS) within Salesforce Marketing Cloud, utilising automation, personalization, and segmentation.
• Continuously optimise and align the CRM system with organisational goals and changing business requirements.

Salesforce Administration

• Oversee the day-to-day management, maintenance, and support of the Sales and Marketing Cloud platforms.
• Manage user roles, profiles, permissions, workflows, reports, dashboards, and customisations.
• Ensure data integrity, accuracy, and system hygiene through audits, deduplication, and regular checks.

Salesforce Development and Customization

• Design and configure Salesforce solutions, including creating custom objects, fields, workflows, and automations.
• Collaborate with technical teams to build enhancements, integrations, and process automation.

Business Analysis and Reporting

• Gather requirements from stakeholders and translate them into actionable CRM solutions.
• Develop and maintain reports, dashboards, and analytics to provide insights into sales performance, customer trends, and business outcomes.
• Lead monthly ‘Insights and Reporting’ meetings, presenting data insights and recommendations to the wider teams to inform strategic decision making. 

Training and Support

• Serve as the key point of contact for troubleshooting, resolving technical issues, and system enhancements.

Project Management

• Lead CRM-related projects from planning and execution to delivery, ensuring timelines and objectives are met.
• Coordinate cross-functional teams, including sales, marketing, and IT, to align CRM initiatives with business processes.

Data Management and Integration

• Oversee data migration, data cleansing, and integrations between Salesforce and other business systems.
• Ensure compliance with data privacy standards such as GDPR or CCPA.

Performance Monitoring

• Monitor Salesforce system performance and user activity, identifying opportunities for improvement and optimization.
• Analyse KPIs to measure the effectiveness of CRM processes and make data-driven recommendations.

Collaboration with Stakeholders

• Act as a liaison between technical teams, sales, marketing, and leadership to ensure alignment on CRM priorities and solutions.
• Work with vendors and external consultants for advanced customisations and third-party integrations.

Innovation and Continuous Improvement

• Stay current with Salesforce updates, new features, and industry best practices.
• Identify opportunities to leverage emerging tools, automations, and AI capabilities within the Salesforce ecosystem to drive innovation.

Key Skills & Qualifications:

• 3-4+ years of experience in CRM management with a strong focus on Salesforce Marketing and Sales Cloud 
• Proven track record in developing and executing data-driven email marketing strategies and campaigns that drive measurable results.
• Excellent presentation and storytelling skills that allow you to tell stories about data findings, to wider teams.
• Deep understanding of Salesforce Marketing Cloud tools, including Email Studio, Journey Builder, Automation Studio, Mobile Studio, and Audience Builder.
• Experience in customer segmentation, personalization, and multi-channel marketing.
• Strong knowledge of email marketing best practices, data privacy regulations (GDPR), and marketing automation.
• Excellent analytical skills with the ability to interpret complex data and deliver actionable insights.
• Familiarity with SQL, AMPscript, HTML/CSS is a plus.
• Strong project management skills with the ability to handle multiple campaigns simultaneously.
• Excellent communication and collaboration skills to work with cross-functional teams.

Benefits of working with us:

• Staff discounts across Café & Theatre
• Exclusive ticket access
• Employee Assistance Program
• Wellness platform, including a perk platform of various discounts
• Enhanced holiday of 25 days + bank holidays
• Enhanced absence policy and family perks
• Dedicated training schemes
• Flexible working

Please note that we can only consider applicants with the Right to Work in the UK