Senior CRM Manager in London

Do you have experience in leading a customer insights team? Have you worked within a retail subscription business or have a gambling / lottery / competitions background? We are looking for a Senior Customer Engagement / CRM Manager who is confident using Braze.

About the Client:

The company invented and holds a patent for mass interaction TV events. It currently runs the votes for Love Island, Britain’s Got Talent and I’m A Celebrity Get Me Out of Here! As well as providing innovative competition platforms (with its joint venture Neon Cube) and interactive quiz shows. The media industry has kindly recognised us for producing the world’s first truly interactive competition show, The Singer Takes It All on Channel 4. Over the years we have been honoured to receive a number of national and international awards, including 'Best Platform Innovation', 'Best App' and 'Best Multi-platform Project' by Broadcast Magazine; BAFTA's TV Craft Awards short-listing and winning IBC’s international innovation award.

About the Team:

You would be joining a new start-up team within the established business to launch a new consumer-facing online competition product. The team will consist of experts in different fields who will work together in a new team with the support of the development team, as well as those of our project sponsors. The team will act like a mini business in its own right.

About this role:

As the Senior Customer Engagement Manager, you will lead the development and execution of the CRM and customer lifecycle strategy for a new product launch. The digital product will be heavily promoted above the line, as well as on social media, and your job will be to define the CRM and lifecycle strategies that maximise initial sales and subscriptions, and then engage customers to maximise retention, subscription upgrades and lifetime value. Your role is central to shaping multi-channel CRM campaigns, including personalised website user journeys, email, SMS, and lifecycle campaigns that drive and maintain sales and subscriptions.

You Will:

• Create the CRM strategy for a new business that has a great product and an extensive advertising budget.
• Define the CRM strategy across the full customer lifecycle - from onboarding, to reactivation and ARPU optimisation.
• Define the KPIs for the business: engagement, retention, lifetime value, and churn reduction.
• Identify customer segments and define strategies for re-engagement, up-sell and increasing ARPU of existing customers.
• Assess the success of marketing campaigns, promotions, user journeys and refine them.
• Analyse customer behaviour, preferences, and develop predictive analytics.
• Manage and mentor a growing CRM team, fostering a positive culture of testing, learning, and continuous improvement.
• Work with data analysts to identify trends, patterns and customer segments.
• Build and scale segmentation, automation, and personalisation.
• Work with the product team to add features and enhancements to the website.
• Refine the onboarding journeys and returning journeys.

You will be responsible to the Business Manager on a day-to-day basis.

The ideal candidate:

The ideal candidate has several years of experience in creating and implementing customer engagement strategies in retail or subscription businesses. Experience using the Braze customer engagement platform. A successful track record with tangible results. Several years of experience using Braze (or similar customer engagement platform) to design personalised user experiences and customer engagement. An advantage if you have experience in any of the following: lotteries, online competitions, digital games, gambling and/or retail subscriptions. Enjoys the spirit of working in a start-up environment and is willing to muck-in, use your initiative and take responsibility.

Benefits:

• You are joining at the start of a new enterprise with a big product that will reach tens of millions of customers.
• Potential career path as the company grows and within our investor partners.
• The freedom to use your initiative.
• The benefit of working in a tight team with clear objectives.
• Company pension (or we pay into your private pension). Employer contribution TBC.
• Hybrid working - in the early stages of building the team and launching the product, we would like the team to work together in the office for 3 out of 5 days. As the team gets to know each other and settles into a way of working, we will be pretty flexible.
• Occasional business trips to visit the tech team in Krakow and Rzeszow, Poland.