CRM executive in City of London

Job Title

CRM executive

Job Description

So, who are we?

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.4m customers and handling billions of dollars in transactions - built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses.

The bar is high - bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next.

Join us at IG - the future gets built here.

Your team

At IG, we're building a world-class CRM growth engine to power investors' progress across the UK & EMEA. We need your help to make our customer communications more relevant, timely, valuable and impactful.

CRM at IG is about putting customers at the heart of everything we do and solving their problems through personalised communications that engage, educate, inspire and inform, from the first welcome through to long-term retention and growth.

About this role

We're looking for a CRM Executive to help us build, launch and optimise the campaigns and automated journeys that bring customers to IG, get them to their first trade and keep them engaged. You'll support our lifecycle programmes across the UK & EMEA, with a focus on getting high-quality, compliant and well-tested communications live accurately and at pace.

This role is based in our London office and sits within the CRM team led by the Head of CRM. The team is made up of CRM Managers owning Acquisition and Retention, alongside high-performing CRM Executives, and you'll be coached day to day by a CRM Manager. We're problem-solvers who move at pace and prioritise a clear learning agenda. Along with the rest of the team, you'll champion the customer experience by ensuring all customer-facing comms work in unison to create one holistic lifecycle.

You'll partner closely with Commercial, Marketing, Product, MarTech, Analytics, Creative and Compliance to deliver our multi-channel CRM strategy (email, push, in-app, SMS and more). This is not a deeply technical role, but you will be hands-on in our CRM platform every day and will work with technical teams to scope and deliver personalised journeys at scale.

This role is ideal for someone who is curious, enjoys solving customer problems through CRM, and isn't afraid to roll up their sleeves to get things done quickly, accurately and efficiently. We operate in a regulated industry, so experience in finance is a big plus. Experience with enterprise CRM platforms is essential, with proficiency in Braze preferred. German or French language skills are an advantage.

What you'll do

• Plan, build, QA and launch campaigns and automated customer journeys in Braze across email, push, in-app and SMS, from one-off sends to triggered lifecycle flows.
• Support our acquisition programme, including welcome journeys, lead conversion, and our Refer a Friend and promotional incentive communications, helping drive new customers and first trades.
• Run A/B tests and control-group experiments, report on campaign performance, and turn the findings into clear recommendations that improve our journeys.
• Work with Analytics to make sure the right measurement and reporting are in place, so decisions are based on data.
• Help manage a pipeline of stakeholder requests, making sure each one is well defined, prioritised, clearly understood and delivered to the highest possible quality.
• Work with Compliance to make sure every communication meets regulatory requirements, and act as a guardian of IG's brand guidelines, creative standards and customer experience.
• Review projects with a customer-centric lens, questioning and challenging where needed so everything we send is aimed at delivering the best customer experience.
• Collaborate with Marketing, Product and Creative colleagues to deliver memorable campaigns, including seasonal and go-to-market initiatives.
• Contribute to clear documentation and playbooks that can be used by the broader CRM team.
• Find ways to help the CRM team move faster and work more strategically as a growth engine for IG. Curiosity with AI is a must.

What success looks like

• Campaigns and journeys built accurately, on brief and on time
• Automated journeys live and contributing to new customers, first trades and engagement
• A steady rhythm of well-structured tests with clear, documented learnings
• Reliable reporting that stakeholders trust and act on
• Communications that are consistently compliant, on brand and customer-first
• Growing ownership of programmes, taking on more complex work as you develop

What you'll need for this role

• Hands-on experience in a CRM, lifecycle or marketing automation role
• Experience building emails, push notifications and customer journeys in Braze, or a comparable enterprise CRM platform
• Working knowledge of Liquid and a basic understanding of HT

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