Join us as Email Marketing Manager at The Zoological Society of London (ZSL)! We are an international conservation charity, driven by science, working to restore wildlife in the UK and around the world. Our vision is a world where wildlife thrives and every role, every person in every corner of ZSL has one thing in common - we are all conservationists, and passionate about restoring wildlife.

Purpose of the role:

The purpose of this role is to manage and deliver an effective email CRM programme for ZSL and its Zoos (London Zoo and Whipsnade Zoo) across the broad range of audience groups (zoo visitors, donors, members, experience bookers, etc.). The aim is to continuously grow customer acquisition, engagement, value and loyalty as part of an overarching Supporter Journey that has the customer experience at its heart.

Your key responsibilities:

Design and build on-brand email marketing campaigns from end to end. Including copywriting, building emails on Dotdigital, sending campaigns and manage A/B and MVP testing strategy to ensure continuous optimisation of email campaigns.
Own the overall email campaign plan and delivery, working with audience owners across ZSL to manage email communications, providing guidance and best practice.
Analyse and segment customer data and maximise this data to deliver effective targeted activity, managing the quality and frequency of messaging. Use this insight to identify opportunities for up-selling or cross-selling programmes.
Develop and deliver customer data acquisition strategies and ensure all activity is GDPR compliant.
Work with the Membership Marketing Manager to fully develop, deliver and manage an effective CRM programme for ZSL to build (automated) supporter journeys along the customer lifecycle, driving loyalty and growing the value of each customer and ROI from CRM activity.
Work with the Digital Marketing Executive to track and analyse campaign results (engagement, conversion rates, web analytics, ROI) to produce regular reports on campaign performance, and continuously implement improvements based on findings.
Develop strong working relationships with our Ticketing and Systems teams to understand and use Tessitura, our ticketing, membership and donations CRM platform.
Manage ZSL’s email service platform (currently Dotdigital) including being responsible for managing and maintaining the data within it to ensure that all customer data and communication is GDPR complaint, management of the ESP budget and management of the relationship with the ESP supplier.

Your experience:

Email CRM programme management expertise
Consumer marketing communications experience and management of a customer database essential
Experience with Dotdigital highly desirable
Working knowledge of HTML desirable
Experience with CRM platform Tessitura desirable

Your skills and knowledge:

Strong project management skills and ability to co-ordinate multiple projects and stakeholders and manage competing priorities
Excellent working knowledge of email service provider platforms, including knowledge of establishing automated programmes
Experience in content development, including copywriting
Experience in manipulating customer data with a high attention to detail
Proven knowledge of the General Data Protection Regulation
Good analytical and problem-solving skills with strong commercial focus
Excellent interpersonal, communication and influencing skills
Excellent Microsoft Excel skills

This post can operate on an agile/blended working model. We’re currently meeting as a team at the office (Regent’s Park) once per week, working from home for the rest of the week. Occasional travel to Whipsnade Zoo will also be required.

Target interview date 17/01/2024

This role is subject to standard pre-employment checks, including the candidate's right to work in the UK.

We strongly encourage applications from all backgrounds and celebrate the value of having a team of employees with diverse skills, experiences, and heritage. We are committed to ensuring our teams can bring their authentic selves to work without fear of discrimination. ZSL has active equality networks for our staff with lived experience and those who provide active allyship in Race and Culture, Team Pride, Disability Network, and Menopause Network, complemented by our strategic EDI Steering Group.

We’re ZSL, an international conservation charity. Through our unrivalled animal experts in our two zoos (London Zoo and Whipsnade Zoo), the work of our pioneering scientists, our dedicated conservationists, our purpose is to inspire, inform and empower people to stop wild animals going extinct. Our vision is a world where wildlife thrives and we’re working every day to achieve this. From investigating the health threats facing animals, to helping people and wildlife live alongside each other, we are committed to bringing wildlife back from the brink of extinction.

What do we offer?

At ZSL, we are proud of our approach to employee benefits. Our benefits include:

Our vision and purpose - you’ll work alongside colleagues who are passionate about science-led conservation, knowing that you will help us to inspire, inform and empower people to stop wildlife going extinct
Pension scheme - we offer a generous pension scheme with up to 12% contributory pension
Flexible working - talk to us about your flexible working requirements and we will do everything we can to make sure you work in a way that suits you
Holidays - 25 days annual leave allowance, plus UK bank holidays
Wellbeing - access to a blended programme of wellbeing initiatives, including confidential access to our 24/7 Employee Assistance Programme
Life assurance - eligible employees will be enrolled in ZSL’s life assurance scheme from their first day
Complimentary tickets - annual allocation of Whipsnade Zoo and London Zoo tickets, with a 30% discount in online and retail shops
Cycle2Work - our cycle to work scheme enables you to lease a bicycle
Season ticket loan - we offer an interest free loan for eligibly London-based employees to buy a season ticket for travel between home and work
Family friendly policies - we offer enhanced maternity, paternity, and adoption packages

NB: We reserve the right to close our advertisement early or extend the advertising date until a suitable candidate has been found.

Zoological Society of London (ZSL)

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Email Marketing Manager