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- Tasks: Lead our CRM strategy to boost customer engagement and loyalty through innovative campaigns.
- Company: Join Grind, a dynamic brand focused on creativity and customer connection.
- Benefits: Enjoy extra holiday, discounts, team events, and financial support perks.
- Other info: Diverse and inclusive workplace with excellent career development opportunities.
- Why this job: Shape customer experiences and drive growth in a creative, data-driven environment.
- Qualifications: Experience in CRM, strong analytical skills, and a flair for creativity required.
The predicted salary is between 50000 - 60000 ÂŁ per year.
Grind is looking for an experienced and imaginative CRM Lead to lead our customer engagement and retention strategy. You’ll play a pivotal role in shaping how we connect with our customers — combining data‑driven insight, creativity and innovation to deliver campaigns that inspire loyalty and drive growth. Reporting into the DTC Director, you’ll manage and develop the CRM function, guiding the business through campaign planning, testing, and delivery; whilst developing a small team. You’ll balance strategic thinking with hands‑on execution, using insight, experimentation and creativity to deliver impactful, personalised experiences across email, SMS and beyond.
Role responsibilities
- Lead Grind’s CRM strategy across all customer touchpoints, driving revenue, retention and engagement – with a strong focus on subscription growth and loyalty.
- Manage, coach and develop the CRM team to deliver best‑in‑class campaigns and customer journeys.
- Oversee the creation, optimisation and reporting of automated customer journeys and lifecycle flows.
- Use data and analytics to identify opportunities, improve segmentation, and inform creative and commercial direction.
- Partner closely with Brand, Marketing and eCommerce teams to produce creative, on‑brand communications that resonate with our audience.
- Develop and maintain a data‑led test‑and‑learn culture, driving continual improvement through experimentation and analysis.
- Own CRM performance reporting – sharing actionable insights and recommendations with the wider business.
- Ensure high standards of data quality, compliance and audience management within our CRM systems.
- Collaborate with Product, Customer Experience and eCommerce teams to ensure the customer journey is seamless and consistent across all channels.
Qualifications
- Proven experience in CRM or lifecycle marketing, ideally within a DTC, eCommerce or subscription‑based brand, with a track record of driving measurable revenue and retention outcomes.
- Demonstrable experience managing and developing people.
- Strong analytical ability – confident interpreting data and translating it into creative, customer‑first strategies.
- Excellent understanding of CRM platforms (experience with Klaviyo or similar tools preferred).
- A creative eye for storytelling, content and campaign design – with the ability to balance creativity with commercial and data insight.
- Exceptional organisational skills, with the ability to manage multiple projects and priorities effectively.
- Strong stakeholder management skills and the ability to communicate clearly across teams.
Nice to have
- Experience working within a subscription‑based business.
- Proficiency in design tools such as Photoshop or Figma.
- Knowledge of loyalty or personalisation programmes.
Diversity and Inclusion
Grind is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, colour, national origin, religion, gender, gender identity or expression, sexual orientation, marital status, age, veteran status, or disability status.
Benefits and perks
- Extra Holiday: Gain an extra day of holiday for each year you spend with us, capped at 3 additional days.
- SpectrumLife: Access our confidential Employee Assistance Program (EAP) for personal and professional support.
- Referral Bonus: Earn a bonus for bringing great talent to our team (ÂŁ250 for employees, ÂŁ450 for managers).
- Stream: Take control of your finances with on‑demand access to your earned wages, financial coaching and more.
- Employee Loan: Access an interest‑free loan of up to £1,000 to help with unexpected expenses.
- Discounts online: Up to 40% off our retail line online.
- Crew Card: Enjoy 50% off all food and drinks, plus two free coffees a day at Grind locations.
- Team Events: Participate in regular team events and enjoy a stocked office with healthy breakfast and snacks.
- Family & Friend Discounts: Special discounts for family and friends.
- Enhanced Maternity and Paternity: Enjoy enhanced maternity and paternity benefits once eligible.
CRM Lead in London employer: Grind Coffee Roasters Ltd.
Contact Detail:
Grind Coffee Roasters Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Lead in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio or case studies that highlight your CRM successes. When you get the chance to chat with potential employers, share these examples to demonstrate your impact.
✨Tip Number 3
Prepare for interviews by researching the company and its CRM strategies. Think about how your experience aligns with their goals and be ready to discuss how you can drive engagement and retention.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about joining our team!
We think you need these skills to ace CRM Lead in London
Some tips for your application 🫡
Show Your Passion for CRM: When you're writing your application, let your enthusiasm for CRM shine through! We want to see how your experience aligns with our vision for customer engagement and retention. Share specific examples of campaigns you've led that drove growth and loyalty.
Be Data-Driven: Since we love a good data insight, make sure to highlight your analytical skills in your application. Talk about how you've used data to inform your strategies and improve customer journeys. Numbers speak volumes, so don’t shy away from sharing your successes!
Tailor Your Application: Take the time to customise your application for this role. We’re looking for someone who understands our brand and can connect with our audience. Use the job description as a guide to showcase how your skills and experiences make you the perfect fit for us.
Apply Through Our Website: We encourage you to apply directly through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at Grind!
How to prepare for a job interview at Grind Coffee Roasters Ltd.
✨Know Your CRM Inside Out
Before the interview, make sure you’re well-versed in CRM strategies and tools, especially Klaviyo or similar platforms. Brush up on your understanding of customer engagement metrics and be ready to discuss how you've used data to drive retention and growth in past roles.
✨Showcase Your Creative Side
Prepare examples of campaigns you've led that combined creativity with data-driven insights. Be ready to talk about how you’ve crafted personalised experiences across different channels like email and SMS, and how those efforts resulted in measurable outcomes.
✨Demonstrate Leadership Skills
Since this role involves managing a team, think of specific instances where you’ve coached or developed others. Share your approach to leadership and how you foster a collaborative environment that encourages experimentation and continuous improvement.
✨Align with Company Values
Familiarise yourself with Grind’s mission and values, particularly around diversity and inclusion. Be prepared to discuss how you can contribute to a positive workplace culture and ensure high standards of data quality and compliance within the CRM function.