Setting the contact strategy for your area, leveraging industry-leading tools and data capabilities to identify opportunities that help solve genuine customer problems
Building and implementing CRM acquisition, in-life and retention programmes across multiple customer touch points to deliver both customer and business value
Setting and measuring KPIs, and using them to drive positive results and behaviours. You’ll work closely with our CRM Analysts to ensure we're able to track and report on the metrics that matter, leveraging AI to open up new insight
Testing and optimisation; consistently looking for opportunities to test and learn. Applying actionable insights from individual tests to scalable campaign/programme strategies, driving incremental campaign effectiveness improvements
Measuring and reporting on performance across multiple campaigns and CRM programmes on a weekly and monthly basis, including how we’re pacing vs forecast
Staying on the cutting edge of new technologies and data capabilities that improve our ability to operate efficiently and deliver timely, valuable customer experiences.

Leveraging AI to streamline processes and enhance your output
Owning and delivering multi-channel customer contact/CRM strategies, ideally involving mobile app, push, and email
Using Customer Engagement Platform (Braze) and Customer Data Platform (HighTouch), to create, send, and report on multi-channel customer communications
Using data and technology to deliver relevant, targeted, and personalised experiences for customers across CRM and digital marketing
Management and use of customer segmentation for CRM and digital marketing activity
Working with customer and performance data, and using that data to understand and communicate key performance drivers, size opportunities, support decision-making, and inform strategy.

10% discretionary yearly bonus and yearly pay reviews (based on RVU and personal performance)
A hybrid working approach with 2 in-office days per week and up to 22 working days per year to “work from anywhere”
Employer-matching pension contributions up to 7.5%
A one-off £300 “work from home” budget to help contribute towards a great work environment at home
Excellent maternity, paternity, shared parental, and adoption leave policy, for those key moments in your life
25 days holiday (increasing with years of employment to 30 days) + 2 days “my time” per year
Private medical cover, critical illness cover, and employee assistance programme
A healthy learning and training budget
Electric vehicle and cycle to work schemes
Free in-office gym, accessible 7 days a week
Free breakfast in the office daily
You’ll be equipped with great technology (choice of Mac or Windows)
Free access to the Calm and Peppy app for physical and mental health
Regular events
from team socials to company-wide events with insightful external speakers, we want to make sure our colleagues continue to feel connected.

CRM Manager

Key skills