CRM Manager

Motorway is the UK’s fastest-growing used car marketplace – our online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal.

Founded in 2017, our award winning, technology-led approach has redefined the experience of selling a car, generating thousands of monthly car sales and helping us to grow to a team of over 400 across 4 locations.

Motorway is now valued at over $1 billion and is backed by some of the world’s leading technology investors, having raised £143 million in Series C funding.

This is a unique opportunity to join a fast-growing scale-up at a crucial phase of growth and help change an industry for the better.

The role

The CRM team at Motorway is split into 2 divisions - seller (B2C) and dealer (B2B). We are striving to provide the best experience for both customers, sellers and dealers. We have a brand new role in our team and are looking for a talented CRM Manager to join the Seller side whilst supporting the dealer functionality. 

You will focus on ensuring that customers have an effortless customer journey and continuously test and improve our automated lifecycle communications , find customer pain points and work together with our Customer Experience teams in Brighton to eliminate these issues. 

We are looking for someone, who has a strong interest in Customer Lifecycle and has previously launched complex automated journeys; has passion for Customer Experience and is happy to take ownership of processes and projects. You will be building relationships with people at all levels in the company and playing a pivotal role in a fast-growing scale-up!  

What you’ll be doing:

• Understand the E2E customer journey and lifecycle
• Launch complex customer journeys consisting of emails, app push notifications and SMS messages in Braze
• Conduct A/B and A/B/C tests on existing customer journeys with the goal of improving their performance
• Analyse performance of campaigns and customer journeys
• Support CRM team and CX team with customer satisfaction tools (NPS and Trustpilot) and identify promoter/detractor reasons across the customer journey
• Run A/B tests
• Be the main point of contact in CRM for our CX and Customer Support teams based in Brighton, Cape Town and Durban
• Proactively develop and maintain relationships with colleagues across Customer Contact Centre, CX and Sales to ensure effective two-way conversations and schedule regular side-by-sides with them
• Regularly run through real life use cases to ensure there are no gaps in the customer flow
• Investigate customer queries from the CRM side & provide Zendesk team with relevant information