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- Tasks: Lead our CRM strategy, managing communications and optimising campaigns to boost engagement and revenue.
- Company: Join a mission-driven team dedicated to making heroes happy with innovative products and unrivalled discounts.
- Benefits: Enjoy hybrid working, 25 days leave, a bonus scheme, and access to exclusive discounts.
- Why this job: Be at the heart of impactful marketing, driving real change while working in a supportive, inclusive culture.
- Qualifications: Experience in CRM or retention marketing, strong analytical skills, and team management experience required.
- Other info: Flexible office locations in Leicestershire or London, with a relaxed dress code and fun office perks.
The predicted salary is between 43200 - 72000 £ per year.
We’re looking for a commercially savvy and data-driven Senior CRM Performance Manager to take ownership of our CRM Communications strategy and execution across key channels, primarily email and push notifications. In this pivotal role, you’ll be at the heart of our trading engine, directly influencing core revenue metrics such as Monthly Active Users (MAU) and orders. You’ll own the planning and delivery of our CRM communications calendar, optimising both business-as-usual and campaign activity to ensure every message drives measurable impact for our members and the business.
What You’ll Do
- Own and manage the weekly CRM communications calendar across channels, primarily email and push, and ensure the right offers and messages reach the right audiences through effective segmentation and personalisation.
- Represent CRM in daily and weekly trading meetings, delivering updates on campaign performance and driving tactical alignment across teams.
- Work closely with the revenue, commercial and partnerships teams to plan and prioritise offer-led campaigns that drive business results.
- Own key performance metrics including CRM opens and clicks, and product metrics like MAU and orders.
- Guide the team in delivering weekly in-depth performance reporting, insight generation and optimisation recommendations, and daily views to inform trading.
- Run structured test & learn programmes to improve member engagement and campaign performance.
- Use customer behaviour data to improve personalisation, maximise impact and increase relevance.
- Drive alignment with Brand, Partnerships, and Creative to ensure consistent, high-quality delivery of offer-led CRM content.
- Manage, mentor and develop a small team of 3 CRM execs and managers, ensuring high-quality delivery and performance excellence.
- Oversee day-to-day campaign deployment through Braze, ensuring efficient execution, proper tagging, and data accuracy.
What You’ll Bring
- Significant experience in CRM or retention marketing, with a strong focus on campaign delivery and calendar planning in fast-paced, trading-led environments (e.g. ecommerce, marketplaces).
- Expertise in personalisation, segmentation and performance optimisation — you know how to make a message resonate with the right member segment.
- Strong working knowledge of Braze or a similar CRM platform.
- Highly analytical and comfortable pulling insights from trading and campaign data to drive change.
- Strong communication skills, you can hold your own in cross-functional forums and translate performance into clear actions to drive the desired outcome.
- Experience managing a team and creating a supportive, results-oriented culture.
Our Culture
Our mission is simple – make heroes happy. Our members are the real-life heroes who keep us all safe, cared for, and thriving. It’s what gets us up in the morning and pushes us to go further, think bigger, and create something that truly matters. By focusing on their happiness, we create amazing experiences, deliver unrivalled discounts, innovative products, and world-class service. We don’t just follow the usual path - we look for smarter, bolder ways to deliver real impact. We take ownership, move fast, and work shoulder to shoulder to build something special. We’re committed to building a diverse and inclusive team where everyone feels they belong. Different perspectives and experiences help us grow, innovate, and better reflect the communities we serve. We promote hybrid working, and value in-person collaboration so encourage time in our offices, where you can make the most of our fully stocked snack drawers – either the HQ in Leicestershire, or London, Holborn office. The frequency and office location will vary depending on the role and team, we aim to be flexible, but we aren’t able to offer fully remote working.
What We Offer
- Hybrid working and flexible hours.
- Free parking and EV charging onsite at HQ.
- 25 days annual leave plus an additional day off for your birthday, and a buy and sell holiday scheme of up to 5 days.
- A company bonus scheme.
- Your own Blue Light Card and exclusive access to thousands of discounts.
- Generous funded BUPA medical insurance covering pre-existing conditions.
- Enhanced parental leave and absence leave.
- Employee assistance programme (including mental health support) and mental health first aiders.
- Great social events e.g., festive party, summer party, team socials, sports matches.
- Regular company-wide recognition events e.g. Monthly Light’s Up and The Shine awards.
- Relaxed dress code and modern office space (games area, chill-out areas, bookclub, free drinks/snacks).
- Onsite gym at HQ (including access to free HIIT & stretch classes).
Senior CRM Performance Manager employer: Blue Light Card
Contact Detail:
Blue Light Card Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior CRM Performance Manager
✨Tip Number 1
Familiarise yourself with CRM platforms, especially Braze, as this role requires a strong working knowledge of such tools. Consider taking online courses or tutorials to enhance your skills and demonstrate your commitment to mastering the technology.
✨Tip Number 2
Showcase your analytical skills by preparing examples of how you've used data to drive campaign performance in previous roles. Be ready to discuss specific metrics you've improved, such as open rates or engagement levels, during interviews.
✨Tip Number 3
Network with professionals in the CRM and retention marketing space. Attend industry events or webinars to connect with others and gain insights into current trends, which can help you stand out as a knowledgeable candidate.
✨Tip Number 4
Prepare to discuss your experience in managing teams and fostering a results-oriented culture. Think of examples where you've mentored team members or led projects that required cross-functional collaboration, as this will be crucial for the role.
We think you need these skills to ace Senior CRM Performance Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in CRM and retention marketing. Focus on your campaign delivery skills and any specific achievements related to email and push notifications.
Craft a Compelling Cover Letter: In your cover letter, express your passion for data-driven marketing and how your expertise aligns with the role. Mention your experience with personalisation and segmentation, and how you can contribute to the company's mission of making heroes happy.
Showcase Analytical Skills: Provide examples of how you've used data to drive campaign performance in previous roles. Highlight any tools or platforms you've worked with, especially if you have experience with Braze or similar CRM systems.
Prepare for Interviews: Be ready to discuss your approach to managing a team and driving results. Think about specific campaigns you've led, the metrics you tracked, and how you optimised performance based on insights. This will demonstrate your fit for the role and the company culture.
How to prepare for a job interview at Blue Light Card
✨Know Your CRM Metrics
Familiarise yourself with key performance metrics such as Monthly Active Users (MAU) and campaign engagement rates. Be prepared to discuss how you have influenced these metrics in your previous roles, showcasing your analytical skills and understanding of CRM performance.
✨Demonstrate Personalisation Expertise
Highlight your experience with personalisation and segmentation strategies. Prepare examples of how you've tailored communications to different audience segments, and be ready to discuss the impact this had on engagement and conversion rates.
✨Showcase Team Leadership Skills
As this role involves managing a small team, be ready to share your leadership philosophy and experiences. Discuss how you've mentored team members in the past and created a results-oriented culture that drives performance excellence.
✨Prepare for Cross-Functional Collaboration
Since the role requires working closely with various teams, think of examples where you've successfully collaborated across departments. Be prepared to explain how you communicated insights and drove alignment to achieve common goals.
