At a Glance
- Tasks: Own customer journeys and manage CRM activities across various channels.
- Company: Fast-growing DTC business with a focus on customer experience.
- Benefits: Up to £50,000 salary plus great benefits and hybrid working.
- Other info: Opportunity for career growth and mentoring within a dynamic team.
- Why this job: Make a real impact on customer engagement and loyalty strategies.
- Qualifications: Experience in CRM and lifecycle marketing, preferably in DTC or subscription businesses.
A fast growing DTC business is looking for an experienced CRM Manager to take ownership of the customer lifecycle and help improve how customers are engaged, retained and reactivated. Working as part of the wider Customer Experience and Product team, you'll manage CRM activity across email, SMS, WhatsApp and direct mail. This is a good mix of strategy and hands-on delivery.
The Role:
- Taking ownership of automated customer journeys across onboarding, nurture, retention, loyalty and re-engagement.
- Managing CRM activity across email, SMS, WhatsApp and direct mail, ensuring customers receive relevant communications at the right time.
- Developing a strong test-and-learn approach across messaging, content, timings and customer journeys.
- Building and improving customer segmentation and personalisation using behavioural, transactional and customer data.
- Creating triggered campaigns based on customer behaviour and identifying new ways to improve engagement.
- Reviewing campaign performance and using the results to continually improve CRM activity.
- Producing monthly CRM reporting and sharing performance and key insights with senior stakeholders.
- Building email templates within the CRM platform and working alongside the creative team to make campaign creation quicker and more efficient.
- Managing the CRM communications calendar and balancing planned campaigns with new opportunities as they arise.
- Developing retention and reactivation campaigns aimed at reducing churn and winning back cancelled or lapsed customers.
- Using CRM activity to increase engagement, repeat purchases, attachment rates and average order value.
- Managing and supporting a CRM Executive, helping with their development while ensuring day-to-day activity runs smoothly.
The Person:
- Strong CRM and lifecycle marketing experience within a DTC or subscription-based business.
- Experience building and optimising automated customer journeys.
- A good understanding of customer retention, reactivation and loyalty strategies.
- Hands-on experience with CRM platforms such as Iterable, Klaviyo, Braze or similar.
- Experience running campaigns across email, SMS and other direct marketing channels.
- Strong knowledge of segmentation, personalisation and behavioural triggers.
- Experience with A/B testing and using campaign data to make decisions.
- A commercial mindset and a good understanding of metrics such as customer lifetime value, churn, repeat purchase rate and AOV.
- The ability to look at the bigger CRM strategy while still being comfortable getting involved in campaign delivery.
- Some knowledge of HTML and design software would be useful, particularly when creating and editing email templates.
- Strong communication skills and the confidence to work with different teams and senior stakeholders.
- Previous experience managing, mentoring or developing another member of a CRM team.
CRM Manager employer: Get Recruited
Join a dynamic and supportive team at a well-established global business in the pharmaceutical sector, where your role as an Operations Assistant will be pivotal in driving efficiency and collaboration across various departments. With a strong focus on employee growth, you will have access to diverse projects and marketing initiatives that foster professional development in a fast-paced environment. Enjoy a vibrant work culture that values innovation and teamwork, all while contributing to meaningful commercial activities in a thriving industry.
