CRM and CRO Director, 12 month fixed term contract

12 month fixed-term contract. 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.

About the role

Join our dynamic team on a fixed term contract as Director of CRM & CRO for an industry-leading media business driving some of the largest subscription businesses in the UK. You will oversee the CRM/Customer Journeys team, set strategy, foster innovation, and implement industry-leading best practices to drive end‑to‑end customer journeys supporting subscription acquisition and retention, advertising revenues, and traffic referrals through driving anonymous‑to‑known customers and deepening engagement. The role is highly collaborative and sits in a matrix organisation where you partner with Brand Owners and Product & Tech teams.

Strategic Leadership

• Set strategy for customer next best action, including Anonymous‑to‑Known, Conversion to Paid, Upsell, and Cross‑sell, via all CRM channels across multiple consumer brands.
• Define the end‑state vision for CRM & CRO that supports our 5‑year plan, linking 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, prioritising areas with commercial return.
• Set performance targets for conversion‑rate optimisation, email newsletter engagement, and all commercial outcomes from customer touchpoints.
• Lead the team responsible for insourced subscription management to maximise ROI from new market‑leading SaaS platforms, including Zuora and Zephr.
• Enhance and improve the customer experience when 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.
• 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.
• Foster a customer‑centric culture.

Hitting or Exceeding KPIs

• Set strategy and delivery plan for subscription conversion targets.
• Set strategy and delivery plan for Anonymous‑to‑Known targets.
• Set strategy and deliver a programme of continuous improvement to hit churn/renewal targets.
• Define and implement engagement activity to hit weekly active user targets.
• Lead the team to deliver against revenue per user targets.
• Set strategy and lead the team to deliver CRM portion of set Customer Lifetime Value targets (to be defined).

Requirements

• 7+ years of experience driving commercial returns through lifecycle and CRM marketing, driven by marketing analytics.
• Expertise 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 CDPs like Twilio Segment, and CEPs like Braze, and data‑visualisation tools like Tableau or 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.

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.
• Offices closed between Christmas and New Year’s in addition to your annual entitlement.
• Tailored training and development through our in‑house 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.

Equal Opportunities

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 sex, gender reassignment, pregnancy and maternity, marital or civil partnerships, sexual orientation, race, nationality, ethnic origin, age, religion or belief, or disability. We also support applications from those returning to work after a career break, maternity leave or caring responsibilities.