About the role

We are looking for a highly commercial, numerate and results led CRM Manager to join [Employer hidden] UK and take ownership of CRM across a fast-growing portfolio of operating companies.

Reporting directly to the Head of Digital, this is a pivotal role within our commercial team. You will define the group-wide CRM strategy, raise standards across all Operating Companies, and build always on CRM activity that drives measurable commercial outcomes.

This is a role for someone who can combine strategic thinking with hands on delivery. You will use customer insight, performance data and testing to create CRM programmes that improve retention, conversion, upsell and long-term customer value.

Key Responsibilities

• Building and delivering the group-wide CRM strategy and activity plan
• Leading CRM direction across [Employer hidden] UK operating companies
• Developing robust, hard-working lifecycle CRM programmes across the contact spectrum
• Creating campaigns across areas such as welcome, nurture, retention, churn, updates and upsell
• Identifying and optimising CRM opportunities to improve performance and customer outcomes
• Working with the insight team to strengthen CRM reporting, measurement and attribution
• Partnering with stakeholders to ensure CRM supports agreed commercial objectives and growth levers
• Raising standards and best practice across CRM thinking, execution and customer contact strategy

Experience

• Proven track record delivering CRM strategies that drive measurable commercial value
• Deep understanding of CRM and digital across the customer lifecycle
• Strong commercial and numerical acumen
• Experience improving retention, conversion, upsell and churn performance
• Ability to build reporting frameworks and demonstrate attribution
• Strong stakeholder management and cross-functional collaboration skills
• A test-and-learn mindset with a focus on optimisation and continuous improvement

What We Offer

• Strong experience in brand and design across multiple channels
• A digitally forward business at the forefront of a global industry transformation
• A people-first culture combining great technology with great talent
• Strong commitment to innovation, automation, and continuous improvement
• A collaborative, fun, and ambitious workplace
• Competitive salary and comprehensive benefits
• Hybrid working model with a Central London office presence

Location: Hybrid – 1-2 days in London office, WC1. Contract: Permanent Salary: Competitive, with a comprehensive benefits package

Excited?

If you are excited about being part of a successful team, apply for this position

Please note: Candidates must be eligible to work in the UK without restrictions. Documentary evidence of eligibility will be required. Some benefits may be subject to a qualifying period.