About The Role
The CRM Manager will own end‑to‑end CRM campaign delivery across key customer journeys, helping drive retention and support new product and commercial initiatives. This person will use data, testing, and cross‑functional collaboration to build, optimise, and scale campaigns across channels, while bringing the autonomy and judgement needed to manage complex projects and improve CRM performance in a fast‑moving environment.
Internally, this role is levelled at our Junior CRM Manager grade with progression through to Junior CRM Manager > CRM Manager > Senior CRM Manager.
What You’ll Be Doing
End to End Email Journey Ownership
- Manage customer journeys using HeliosX Customer Relationship Management tool (Braze). Channels include email, SMS, push & in‑app.
- Devise, implement and report on key CRM initiatives.
- Optimise and maintain the transactional suite of communications.
Data & Insight
- Leverage data and segmentation to better understand our customers and identify opportunities.
- Work closely with Product teams to support projects required to power personalisation and upselling.
- Continually test and learn to further optimise campaigns, prioritising the right tests over volume.
- Take responsibility for the NPS, surveys and reviews strategy.
Team Support
- Keep on top of the latest trends and best practices and support the team’s upskilling.
- Champion Braze feature adoption – intelligent channels and future feature releases.
- Ensure data compliance standards and practices are upheld.
- Ensure all email communications follow best practices, including compliance, deliverability and user engagement.
- Bridge the gap between data, product, engineering and CRM to conceptualise how data flows and transform it into useful communications.
Who You Are
Knowledge & Experience
- 3+ years experience in a direct‑to‑customer CRM role.
- Delivering automated CRM lifecycle initiatives from strategy through to delivery and analysis.
- Using BI tools to drive insights and actions.
- Technical management of ESP.
- Building complex customer journeys & automations – A/B testing, segmentation and personalisation.
You Are
- A data‑driven decision maker.
- A technical thinker.
- Commercially astute.
- A highly effective communicator.
- Analytical and very comfortable in Excel.
- Creative and thinks outside the box.
- Has a can‑do attitude, finding alternative solutions when blocked.
Core Skills
- Multitask and work at pace on multiple projects concurrently.
- Work in a fast‑paced, often changing environment.
- Prioritise according to business needs, effort and potential return.
- Manage and influence stakeholders across departments and all levels of the organisation.
Desirable
- Strong HTML skills.
- Liquid experience.
- AI usage in CRM.
- Braze experience.
Benefits
- 25 days holiday (plus all Bank Holidays).
- Private health insurance, with extra dental & eye care cover.
- Pension scheme.
- Enhanced parental leave.
- Cycle‑to‑work scheme.
- Electric car scheme.
- Free Dermatica and MedExpress products each month, plus family discounts.
- Home office allowance.
- Access to a Headspace subscription, discounted gym membership and a learning & development budget (plus free Audible subscription).
CRM Manager employer: HeliosX Group
HeliosX Group is an excellent employer, offering a supportive work culture that prioritises employee well-being and professional growth. With a unique 4 days on & 4 days off schedule, our Dispenser Supervisor role in Leamington Spa not only provides a balanced work-life dynamic but also includes benefits like private health insurance and a dedicated learning and development budget to help you thrive in your career.
