CRM Manager, Motorway
+ Stock options
1-2 days a week in office
Car marketplace
Job no longer available
Car marketplace
201-500 employees
Job no longer available
+ Stock options
1-2 days a week in office
201-500 employees
Company mission
To build a better car market for everyone, harnessing the power of technology to deliver an amazing experience.
Role
Who you are
- 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
- Solid experience in CRM, especially with customer lifecycle and complex customer journeys
- Strong data analysis skills, basic SQL skills are a plus
- Experience working with Customer Support/Customer Success teams and call centres
- Experience with Braze or similar tools
- Experience with NPS and Trustpilot
- Excellent written and verbal communication skills
- Ability and willingness to work independently when required
- Keen attention to detail whilst juggling multiple tasks
What the job involves
- 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
- You will be building relationships with people at all levels in the company and playing a pivotal role in a fast-growing scale-up!
- 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
Salary benchmarks
Our take
Like many industries, the second-hand car market has undergone significant transformation, with more and more dealers and car owners looking to buy and sell cars online. Motorway is one of a handful of online car marketplaces that are capitalising on this trend.
Motorway differentiates itself from traditional e-commerce and brick and mortar stores because it’s a marketplace, rather than an inventory. This allows for improved speed and verification. Owners sell their cars 100% online in as little as 24 hours with free car collection, while Motorway also supports car dealerships with a new channel for acquisition of used car stock.
Since being founded in 2017, Motorway has grown rapidly, achieving unicorn status in 2021. It is planning on putting this capital to use expanding both geographically and internally, adding more features to its already well-reviewed product. One such feature is its ULEZ checker, which allows car buyers to assess the environmental compliance of vehicles.
The biggest challenge Motorway faces is competing with other well-funded competitors jumping on this trend, such as Auto1 and Cazoo, as well as established companies like Webuyanycar.com. However, online penetration in the ÂŁ480 billion British and EU used car market is minimal - suggesting that there is enough market to share amongst Motorway and its competitors.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Employee endorsements
Challenging work
"We push boundaries all the time, some people think we're an automotive company, but we're a tech company and think like one. So that includes using..."
Funding (last 2 of 4 rounds)
Nov 2021
$190m
SERIES C
Jun 2021
$64m
SERIES B
Total funding: $272.4m
Company benefits
- Many of our roles include significant stock options, so you can share in Motorway’s growth and future success
- Our friendly team meet up regularly for lunches and after-work drinks, plus we hold larger events at least twice a year
- Many of our roles include flexibility to work from home regularly, or fully remote for some of the year
- Many roles allow you to choose a schedule that works for you around your core hours
- Your health is your wealth! We take our health and well-being seriously with comprehensive BUPA health insurance offered to every team member, regardless of seniority
- You will have a personal learning and development budget to spend on a wide range of books, courses and conferences. We also include subscriptions to services like Headspace and Audible
- Lease a brand new electric car through your gross salary saving up to 40% on the retail cost
- Purchase a bicycle, accessories and safety equipment through your gross salary, so that you can save on the cost of a new bike & accessories
- Juggling parenting and work is challenging. We want to support you as best we can at this important time for you and your family
- Our pension provider is NEST, through whom you have a choice of funds that you can align with your faith, beliefs and attitudes to risk
Company values
- Create new roads - Changing things for the better through innovation
- Take the wheel - Being accountable and facing hard challenges head-on
- Be humble - Leaving egos at the door — we succeed as one
- Pedal to the metal - We move fast and act decisively
- 5-star comes as standard - Experiences that delight, excellence as standard
Company HQ
Fitzrovia, London, UK
Articles
Leadership
Tom Leathes
(Co-Founder & CEO)Previously co-founded Top10, uSwitch.com, Official Space, LoanCube, and Acre.
Tanya Cordrey
(CPO)Previously the VP of Product at Instagram. They also spent 7 years at Guardian News & Media as a General Manager and Chief Digital Officer.
Naomi Walkland
(CMO)Previously spent almost 6 years at Bumble, initially joining as a Marketing Lead before working their way up to become the VP of EMEA & APAC Marketing.
James Wilson
(COO)Previously spent almost 8 years at Amazon in various Head of Marketplace roles. Prior to that, they spent nearly 10 years at Bain as a Principal.
Liz Kistruck
(CFO)Previously the CFO at Lyst. Prior to that, they spent almost 14 years at Expedia Group in various roles, including CFO.
People progressing
Steve joined Motorway back in October 2018 as a Senior Product Manager, since them, they have risen through the ranks to Lead PM, Head of Product, and now serve as the Principal Product Manager.
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