CRM Manager

Senior CRM Manager | Lead High-Impact Customer Journeys | Central London Hybrid
Salary: £70,000 - £75,000 + Benefits
Location: Central London (Hybrid Working Model)

Are you a highly strategic and hands-on CRM expert ready to join a rapidly growing Corporate Services Group?
We are seeking a CRM Manager to own the lifecycle communication strategy for a thriving business that is deeply committed to the highest standards of social and environmental performance, accountability, and transparency. This is a fantastic opportunity to bring your leadership and technical expertise to a profitable, innovative, and relentlessly client-focused company.

The Role: Elevating Customer Experience
We are looking for a proactive, detail-oriented CRM Manager to lead the strategy, execution, and optimisation of high-performing email campaigns across the entire customer lifecycle.
In this hands-on, high-impact role, you will be crucial in developing automated, data-driven customer journeys that directly drive engagement, conversion, and retention. You will collaborate closely with the Chief Marketing Officer and cross-functional teams, managing campaigns end-to-end—from segmentation and copywriting to build, QA, testing, and performance reporting.

Key Responsibilities You Will Own:

• Strategy & Execution Leadership: Lead and prioritise the end-to-end workflow for all CRM campaign requests (always-on, triggered, and ad hoc comms), ensuring clear prioritisation and stakeholder alignment.
• Lifecycle Ownership: Plan, execute, and optimise multi-channel CRM campaigns across all key lifecycle stages: onboarding, engagement, cross-sell/upsell, retention, win-back, and reactivation.
• Advanced Segmentation: Develop and maintain dynamic audience segments based on behavioural, demographic, and lifecycle data to maximise relevance and conversion.
• Automation Design: Own the architecture and performance of multi-step automation flows and event-triggered journeys, driving scale and personalisation.
• Testing & Optimisation: Run strategic A/B and multivariate testing (subject lines, content, offers) to drive continual improvement, analysing results and implementing learnings.
• CRM Health & Compliance: Manage deliverability, list hygiene, sunsetting, and ensure strict compliance with GDPR, CAN-SPAM, and evolving data privacy laws.
• Performance Reporting: Define key CRM KPIs, build dashboards to report on engagement, conversions, and revenue impact, and translate insights into actionable strategic recommendations.

What We're Looking For:

• Extensive hands-on CRM and email marketing experience within B2B, SaaS, or services environments, delivering high-performing lifecycle and campaign programs.
• Deep expertise with marketing automation platforms—ideally Customer.io, with experience in Braze, Iterable, Klaviyo, or HubSpot considered a strong plus.
• Advanced skills in segmentation and automation, including building complex, event-triggered journeys and audience logic.
• Proficient in A/B and multivariate testing, with a solid grasp of experimentation frameworks and marketing performance analytics.
• Highly organised and self-motivated, with the ability to manage multiple campaigns and stakeholder expectations in a fast-paced setting.
• Solid understanding of compliance and regulatory frameworks (GDPR, CAN-SPAM).
• Basic proficiency in HTML/CSS for email is a benefit.

Benefits & Culture:

This Group is striving for best-in-class service through empathy, integrity, and innovation. You will be surrounded by passionate, talented changemakers with big ambitions for the business and the world.

• Hybrid Working: Flexible mix of remote and central London office work.
• Competitive Leave: 25 days annual leave, plus 8 public/bank holidays.
• Wellbeing: Employee Assistance Program, Cycle to Work Scheme.
• Family Support: 14 weeks paid maternity leave, 2 weeks paid paternity leave.
• Social Impact: 2 paid Volunteering Days per year with their charity partner.
• Office Perks: Free soft drinks, bean-to-cup coffee, daily fresh fruit, free Wednesday lunches, and a dog-friendly office.
• Commitment: Annual cost-of-living salary increase.

Equal Opportunities: We are committed to creating a diverse and inclusive workplace and welcome applicants from all backgrounds. We consider all applicants for employment without regard to race, colour, religion, sex, national origin, sexual orientation, age, citizenship, marital status, criminal history, disability, or gender identity.

Ready to lead the CRM strategy for a company that is truly making an impact? Apply now!