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- Tasks: Lead our CRM strategy, managing email and push notifications to boost engagement and revenue.
- Company: Join Blue Light Card, a company dedicated to making heroes happy with exclusive discounts and services.
- Benefits: Enjoy hybrid working, 25 days leave, free parking, and a vibrant office culture with snacks and social events.
- Why this job: Be part of a mission-driven team that values innovation, diversity, and personal growth while making a real impact.
- Qualifications: Experience in CRM or retention marketing, strong analytical skills, and team management experience required.
- Other info: Flexible office locations in Leicester and London, with a focus on collaboration and community.
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.
- 35 hour working week.
- 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.
- Group auto-enrolment pension plan.
- Enhanced parental leave and absence leave.
- Healthcare cashback plan.
- 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, book club, free drinks/snacks).
- Onsite gym at HQ (including access to free HIIT & stretch classes).
- Strong learning and development culture.
Contact Detail:
Blue Light Card Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior CRM Performance Manager - hybrid
✨Tip Number 1
Familiarise yourself with CRM platforms, especially Braze, as this role requires 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 and the strategies you implemented to achieve those results.
✨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 during interviews.
✨Tip Number 4
Prepare to discuss your experience in managing teams and fostering a results-oriented culture. Think of examples where you've successfully mentored team members or led projects that required cross-functional collaboration.
We think you need these skills to ace Senior CRM Performance Manager - hybrid
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 skills align 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 instances where you've improved engagement through structured test & learn programmes, and be prepared to share insights from your past experiences.
How to prepare for a job interview at Blue Light Card
✨Showcase Your CRM Expertise
Make sure to highlight your significant experience in CRM or retention marketing. Be prepared to discuss specific campaigns you've managed, focusing on how you optimised performance and drove engagement through effective segmentation and personalisation.
✨Demonstrate Analytical Skills
Since the role requires a strong analytical mindset, come ready to discuss how you've used data to pull insights from trading and campaign performance. Share examples of how these insights led to actionable changes that improved results.
✨Prepare for Cross-Functional Collaboration
This position involves working closely with various teams. Be ready to talk about your experience in cross-functional forums and how you've effectively communicated performance metrics to drive alignment and action across departments.
✨Emphasise Team Management Experience
As you'll be managing a small team, it's crucial to convey your leadership style. Discuss how you've mentored and developed team members in the past, fostering a supportive and results-oriented culture that drives high-quality delivery.
