CRM and CRO Director (12 Month Fixed Term Contract) in London

Immediate is home to some of the biggest and most loved consumer brands in the UK, including Radio Times, Good Food and BBC Gardeners World magazine. Our trusted, quality content reaches millions of people a month across digital, print, video, podcasts, apps and live events. We’re the destination for people looking to get more from the things they love. We’re here to inspire, fuel, encourage and educate.

About the role

Join our dynamic team on a fixed term contract, as the Director of CRM & CRO for an industry‑leading media business driving some of the largest subscription businesses in the UK. In this role, you will be responsible for overseeing the CRM/Customer Journeys team, setting strategy, fostering innovation, and implementing industry‑leading best practices to drive the end‑to‑end customer journey supporting subscription acquisition and retention, advertising revenues and traffic referrals through driving anonymous‑to‑known customers and deepening engagement. This highly collaborative role sits in a matrix organisation where you will partner with colleagues in different teams including Brand Owners and Product & Tech.

As a CRM and CRO Director, you will:

• Strategic Leadership
• Set strategy for customer next best action including Anonymous-to-Known, Conversion to Paid, Up‑sell, Cross‑sell, via all CRM channels across our multiple consumer brands.
• Define the end state vision for the CRM/ CRO that supports our 5 year plan, linking CRM/ CRO platforms, campaigns and marketing propositions to maximise commercial return.
• Set the standard for delivering market leading best practice and define the strategic roadmap to support our growth strategy across multiple revenue streams.
• Grow first‑party data including email newsletter subscribers, prioritizing areas with commercial return.
• Set performance targets for conversion rate optimisation and email newsletter engagement and all commercial outcomes from customer touchpoints.
• Lead the team responsible for insourced subscription management maximising ROI from new market‑leading SAAS platforms, including Zuora and Zephr.
• Enhance and improve the customer experience when our customers interact with our online self‑managed subscription tools, and outsourced customer contact centre.
• Incremental Value and Commercial Opportunities
• Deliver incremental value through nurturing and cross‑marketing to known audiences.
• Identify and exploit commercial opportunities to increase average revenue per customer through cross‑selling and up‑selling.
• Collaboration and Technology Integration
• Work with the technology/product team to ensure the marketing technology stack delivers desired outcomes (including personalisation, AI and machine learning) and provides a competitive advantage (focusing effort and prioritising around commercial returns).
• Create commercially focused CRO subscription experiences driven by data, with a focus on continual improvement.
• Collaborate with the advertising team to understand commercial briefs and integrate brand partners into CRM strategies.
• Team Building and Culture
• Build and lead high‑performing teams.
• Create a team culture of innovation and testing to constantly improve performance.
• Create and foster a customer centric culture.
• Hitting or exceeding KPIs
• Set strategy, and delivery plan for subscription conversion targets.
• Set strategy, and delivery plan for A2K targets.
• Set strategy, and deliver a programme of continuous improvement to hit churn/ renewal targets.
• Define and implement engagement activity to hit WAU targets.
• Lead the team to deliver against RPU targets.
• Set strategy and lead the team to deliver CRM part of set CLV targets (to be defined).

Qualifications

• 7+ years of experience in driving commercial returns through Lifecycle and CRM Marketing, driven by marketing analytics.
• Expert in email newsletter strategy with a proven ability to drive commercial outcomes.
• Proven track record of managing and mentoring teams, setting performance goals, and optimising budget spend.
• Familiarity with CRM platforms, particularly CDP like Twilio Segment, and CEP like Braze experience with data visualisation tools like Tableau/ Looker.
• Strong analytical skills, including proficiency in SQL and data‑driven commercial decision‑making.
• Understanding of the consumer lifecycle and subscription business model.
• Excellent interpersonal, communication, and presentation skills.

If you have a strategic mindset, a passion for data‑driven decision‑making, and a proven track record in both CRM strategy and marketing analytics, we invite you to join us on the exciting journey of shaping the future of media and subscription businesses.

Benefits

• A relaxed working environment with regular socials including a summer festival.
• Supportive well‑being initiatives and benefits, talks & workshops, and Mental Health First aiders & Champions.
• 25 days holiday plus a day for your birthday. Our offices will be closed between Christmas and New Year’s which are in addition to your annual entitlement.
• Tailored training and development through both our inhouse learning platform and LinkedIn Learning.
• A progressive and transparent culture focused on your development.
• Flexible / hybrid working plus early finish Fridays.
• Cycle to work scheme.
• Enhanced Family Policies including paternity, adoption and surrogacy leave. We also provide a pregnancy loss, fertility, and carers policy.
• Competitive pension plans and Life Assurance.
• A newly renovated modern office with lots of collaborative spaces.

At Immediate, we pride ourselves on our open, inclusive, collaborative, and dynamic culture that empowers our people to thrive and give their best. We care deeply about our people, our local communities and the impact we have on the environment. Our active Diversity & Inclusion network, comprehensive well‑being programs, and clear sustainability strategies reflect this commitment. People are at the heart of our business and creating a diverse and inclusive working environment is important to us. Immediate is an equal opportunities employer. We’ll never treat anyone less favourably because of their sex, gender reassignment, pregnancy and maternity, marital/civil partnerships, sexual orientation, race, nationality, ethnic origin, age, religion or belief or disability. We’re also committed to supporting applications from those who are returning to work following a career break, maternity leave or caring responsibilities.