At a Glance
- Tasks: Lead CRM strategy and optimise customer journeys across multiple digital touchpoints.
- Company: Join Apadmi, a leader in data-driven customer relationships.
- Benefits: Collaborative environment with opportunities for professional growth and innovation.
- Other info: Fast-paced role with a focus on collaboration and agile methodologies.
- Why this job: Make a real impact by transforming customer data into personalised experiences.
- Qualifications: Experience in CRM platforms and a passion for exceptional customer experiences.
The predicted salary is between 50000 - 65000 £ per year.
In this role, you'll lead CRM strategy across multiple clients and industries, helping organisations maximise the value of their customer data through intelligent segmentation, automation and personalisation. You'll design and optimise omnichannel customer journeys, implement leading CRM technologies, and work closely with our Data and Experimentation teams to continually improve customer experiences through insight and testing.
Own CRM strategy across the full customer lifecycle, from acquisition through to retention, loyalty and re‑engagement. Lead the implementation, optimisation and governance of CRM, CDP and CXP platforms. Design and optimise customer journeys across multiple digital touchpoints, including Email, SMS, Push Notifications, In‑App Messaging and Web Personalisation. Build scalable lifecycle programmes including welcome journeys, onboarding, activation, engagement, retention, loyalty and win‑back campaigns. Develop customer segmentation strategies using behavioural, transactional and first‑party customer data. Deliver highly personalised customer experiences using real‑time customer data and event‑driven marketing.
Partner with Data Engineering teams to define customer data requirements and support the development of unified customer profiles. Collaborate with Product and Engineering teams to embed CRM capabilities within digital products and customer experiences. Work alongside Data Science and Analytics teams to identify customer insights and commercial opportunities. Partner with the Data Experimentation team to define hypotheses, prioritise testing opportunities and optimise customer journeys through evidence‑based experimentation. Translate business objectives into measurable CRM and customer engagement strategies. Ensure customer communications comply with GDPR, PECR and organisational governance standards. Define CRM reporting frameworks and customer engagement KPIs. Support marketing activation through audience creation and integration with paid media platforms. Contribute to CRM capability development, best practices and solution design across the organisation. Support new business opportunities by providing CRM strategy, platform expertise and customer engagement recommendations. Participate in agile delivery processes, ideally within SCRUM frameworks.
Essential Qualifications and Experience
You'll be customer-focused, commercially minded and passionate about creating exceptional customer experiences through data and technology. You'll be comfortable operating across strategy, implementation and optimisation, with the ability to translate business challenges into effective CRM solutions. You'll have experience working in fast‑paced environments, ideally within an agency or consultancy, and be confident communicating with stakeholders across technical and non‑technical teams.
Strong experience managing enterprise CRM, CDP and Customer Experience platforms such as Bloomreach, Braze, Salesforce Marketing Cloud, Adobe Experience Platform, Iterable, Klaviyo or similar. Proven experience designing and delivering omnichannel customer lifecycle programmes. Strong understanding of Customer Data Platforms (CDPs), Customer Experience Platforms (CXPs) and marketing automation. Experience creating customer segmentation strategies using first‑party and behavioural data. Experience delivering personalised customer journeys using real‑time customer data. Strong understanding of customer identity, consent management and preference centres. Experience working with customer journey orchestration and event‑driven marketing. Understanding of marketing technology ecosystems, including CRM, CDP, analytics platforms and paid media integrations. Experience working with Data Engineering teams to define customer data requirements and customer data models. Strong understanding of customer analytics including retention, engagement, churn, conversion and customer lifetime value. Experience collaborating with Data Experimentation teams to develop hypotheses, design customer journey tests and optimise customer experiences using A/B testing, multivariate testing and holdout methodologies. Ability to interpret experimentation results and translate insights into customer engagement improvements. Knowledge of GDPR, PECR and customer data governance best practices. Excellent stakeholder management and communication skills with the ability to engage both technical and commercial audiences. Strong commercial awareness with the ability to balance customer experience and business objectives. Agile experience, ideally SCRUM. Proactive, collaborative and adaptable approach to work. Commitment to delivering high‑quality customer experiences and measurable business outcomes. Predominantly office‑based, with the ability to collaborate effectively both in person and virtually.
We’re looking for an experienced CRM Manager to join Apadmi and help our clients build meaningful, data‑driven customer relationships through best‑in‑class CRM, Customer Data Platform (CDP) and Customer Experience Platform (CXP) solutions. You'll work with multidisciplinary teams to design and deliver customer engagement strategies that drive acquisition, retention, loyalty and lifetime value across mobile and web experiences. This is a role for someone who combines strategic CRM thinking with hands‑on platform expertise and is ready to act as an ambassador for Apadmi, helping shape and grow our CRM capability. Lead the strategy, implementation and optimisation of CRM, CDP and CXP solutions that transform customer data into personalised, measurable customer experiences. You'll collaborate with Product, Marketing, Software Engineering, Data Engineering, Data Insight, Data Science and Data Experimentation teams to deliver customer journeys that increase engagement, retention and commercial performance, while helping shape Apadmi’s growing CRM capability in a fast‑paced, innovative environment.
CRM Manager in Manchester employer: Apadmi Ltd
At Apadmi, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As a CRM Manager, you'll have the opportunity to lead impactful projects while working alongside talented multidisciplinary teams in a dynamic environment. We offer comprehensive professional development opportunities, a commitment to employee well-being, and the chance to make a meaningful impact on customer experiences across various industries.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Apadmi Ltd. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Apadmi Ltd before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CRM Manager in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Apadmi Ltd:Your cover letter is your chance to shine! Tell us why you want to work at Apadmi Ltd specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Apadmi Ltd!
How to prepare for a job interview at Apadmi Ltd
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
