CRM Manager

Overview

In this role you will own and evolve the core lifecycle journeys, from onboarding to re-engagement, and drive performance-driven CRM programs. You will plan and execute commercial and engagement campaigns, shaping content and timing with cross-functional partners. You will lead the testing roadmap, turn data into actionable insights, and advocate for CRM investment based on results. This is a chance to impact customer engagement at scale within a fast-growing, award-winning tech-enabled retailer ecosystem.

Pay / Benefits

• competitive salary
• 30 days annual leave + bank holidays
• Great Place To Work accreditation
• remote-first working environment
• flexible working hours
• monthly wellness allowance

Responsibilities

• Own and evolve core lifecycle journeys (onboarding, activation, engagement, basket abandonment, win-back, re-engagement) from strategy to build and optimisation
• Plan and execute commercial campaign sends balancing frequency and priority with lifecycle health
• Plan and execute engagement-focused sends with content, calendar and social opportunities
• Own and prioritise the testing roadmap (subject lines, send times, content, journey logic) and translate results into recommendations
• Use performance data (opens, clicks, conversion, retention, incrementality) to diagnose underperformance and propose fixes
• Brief, QA and direct internal resources to extend execution capacity and build a narrative to justify further CRM investment

Key requirements

• Five+ years hands-on across the full CRM and lifecycle marketing discipline (strategy and execution)
• Proficient in an ESP or marketing automation platform (Iterable, Braze, Salesforce Marketing Cloud, Klaviyo or similar) and capable of building and QA-ing campaigns and journeys
• Strong grasp of segmentation, triggers and automation logic
• Ability to read performance data and translate into actionable next steps with a testing mindset
• Proactive improver instinct to optimise onboarding flows and calendars and act on opportunities
• Comfortable briefing and directing internal resources and securing cross-functional buy-in (product, brand, marketing, creative, data)
• Clear, honest communicator with a self-starter, can-do attitude
• Bonus points for experience in subscription/loyalty/ecommerce or affiliate-adjacent businesses, familiarity with incrementality or holdout testing, data querying, or advanced personalization and next-best-action decisioning

• self-starter
• clear communicator
• cross-functional collaboration
• Iterable
• Braze
• Salesforce Marketing Cloud

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