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For Companies At a Glance
- Tasks: Drive customer retention and growth through data insights and strategic CRM initiatives.
- Company: Leading communications brand known for exceptional customer service and value.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional development.
- Why this job: Shape customer relationships and make a real impact on business success.
- Qualifications: Experience in CRM, strong analytical skills, and a passion for customer engagement.
- Other info: Collaborative culture with a focus on data-driven decision making.
The predicted salary is between 36000 - 60000 £ per year.
Our Client are a leading communications brand with an outstanding reputation for customer service and value commitment. An opportunity has now arisen within their team for an experienced CRM Manager. The CRM Manager role brings together data insight, commercial acumen, and customer understanding to deliver parts of the company's strategy, driving retention, reducing churn, and identifying opportunities for upsell and cross-sell across our product portfolio.
You will play a pivotal role in shaping how they build deeper, longer, and more valuable relationships with customers, balancing loyalty with commercial growth, and ensuring every customer interaction contributes to long-term success. Here you will:
- Own customer base KPIs including churn, contract-in-term rates, ARPU, and product penetration
- Monitor base health using dashboards and analytics; proactively identify at-risk segments and intervene before churn occurs
- Partner with Finance and Product to forecast and report on revenue performance, lifetime value, and growth opportunities
- Work closely with Customer Insights to understand customer behaviour and inform proactive retention and growth strategies
- Work closely with product, marketing and sales teams to ensure that all acquisition campaigns and offers have retention elements built in
- Develop and execute retention strategies that keep churn below target across all channels
- Design proactive multi-channel save and renewal programmes targeting customers approaching end-of-term or showing risk indicators
- Collaborate with Customer Service and Retail to ensure consistent retention messaging and compelling renewal offers
- Drive improvements in customer experience metrics (CSAT, NPS) through data-led interventions
- Use CRM and analytics to identify customers with upsell or cross-sell potential and deliver personalised propositions
- Develop lifecycle journeys that drive product adoption, increase multi-product penetration, and grow ARPU
- Partner with Product and Marketing to build compelling, insight-driven offers and bundles
- Identify single-product customers and migrate them to multi-product holdings through targeted campaigns
- Own the CRM strategy and ensure automation and personalisation directly support commercial goals
- Maintain segmentation and targeting frameworks that enable precise, efficient engagement
- Integrate and leverage customer usage data (calls, SMS, data, roaming) alongside product and behavioural data to refine segmentation
- Ensure CRM systems are optimised for data integrity, automation, and compliance
- Enable and manage the right customer communication channels, including email, SMS, app, digital, telesales, and in-store
- Partner closely with Sales, Product, Customer Service, and Marketing to deliver a unified, insight-led approach to base management
- Build a data-driven, customer-first culture that balances commercial targets with exceptional customer experience
- Provide clear insight and recommendations to senior leadership on customer performance, opportunities, and risks
The ideal candidate for the role of CRM Manager will have:
- Proven experience in customer base management, CRM, or retention marketing, ideally within telecoms, utilities, or subscription-based industries
- Strong analytical and commercial skills - able to translate data into actionable growth and retention strategies
- Experience working with CRM and automation tools in a complex, data-rich environment
- Deep understanding of customer segmentation, lifecycle management, and data-driven engagement
- Excellent collaboration and influencing skills across Sales, Marketing, Product, and Customer Service
- Data-literate, customer-obsessed, and commercially focused
- Able to work in a fast-paced environment
- Collaboration focused
Locations
CRM Manager in Douglas, Isle of Man employer: Orchard Recruitment Ltd
Contact Detail:
Orchard Recruitment Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Manager in Douglas, Isle of Man
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its CRM strategies. Be ready to discuss how your experience aligns with their goals, especially around customer retention and data-driven insights.
✨Tip Number 3
Showcase your analytical skills! Bring examples of how you've used data to drive retention or upsell opportunities in past roles. This will demonstrate your ability to contribute to their commercial growth.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace CRM Manager in Douglas, Isle of Man
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the CRM Manager role. Highlight your experience in customer base management and retention marketing, especially if you've worked in telecoms or subscription-based industries. We want to see how your skills align with our needs!
Show Off Your Analytical Skills: Since this role is all about data insight and commercial acumen, don’t shy away from showcasing your analytical prowess. Include examples of how you've used data to drive retention strategies or improve customer experience metrics. We love a data-driven approach!
Be Collaborative: This position requires working closely with various teams like Sales, Marketing, and Customer Service. In your application, mention any past experiences where you’ve successfully collaborated across departments. We’re all about teamwork here at StudySmarter!
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It’s the best way for us to receive your application and get to know you better. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at Orchard Recruitment Ltd
✨Know Your Numbers
As a CRM Manager, you'll be expected to own customer base KPIs. Brush up on key metrics like churn rates and ARPU before the interview. Be ready to discuss how you've used data insights in past roles to drive retention and growth.
✨Showcase Your Analytical Skills
Prepare examples of how you've translated data into actionable strategies. Think about specific instances where your analytical skills led to successful retention campaigns or improved customer experiences. This will demonstrate your fit for the role.
✨Collaboration is Key
This role requires working closely with various teams. Be prepared to share experiences where you successfully collaborated with Sales, Marketing, or Customer Service. Highlight how you influenced others to achieve common goals.
✨Understand the Customer Journey
Familiarise yourself with lifecycle management and customer segmentation. Be ready to discuss how you've developed targeted campaigns in the past. Showing a deep understanding of customer behaviour will set you apart from other candidates.
