CRM Manager in London

Otto Car is one of the UK's fastest-growing private companies in the mobility sector. Helping to get private hire drivers on the road to ownership, our mission is to bring our loved ones home safely. With roots in London, we are expanding our reach to bring affordable, sustainable vehicle ownership solutions to drivers across the UK. Since our humble beginnings with a single Toyota Prius, we've grown into Europe's largest fleet of electric vehicles on ride-hailing platforms like Uber and Bolt, with thousands of vehicles on the road. We've supported over 20,000 drivers in achieving financial independence and are proud to lead the way in helping private hire drivers transition to a greener future.

We're hiring a CRM Manager to own and evolve Otto Car's customer lifecycle strategy. This role focuses on building intelligent lifecycle journeys, segmentation frameworks, and automated CRM programs that drive lead generation, conversion, and retention across the customer funnel. We operate in a tightly defined market with a finite, high-intent audience. Success in this role isn't about high-volume broadcast marketing – it's about designing thoughtful lifecycle journeys and targeted communication that deliver value at the right moment in the customer decision journey.

You’ll work closely with marketing, sales, and product teams to ensure CRM becomes a core growth engine – moving customers from initial interest through to vehicle ownership and long-term engagement. This is a role for someone who can think strategically but is equally comfortable executing, building and optimising journeys while continuously testing and improving performance. Experience working across both B2B and B2C audiences is particularly valuable.

This role would suit someone who:

• Wants to own the full CRM strategy and execution, rather than just manage campaigns.
• Is a self-starter who can operate independently, while knowing when to collaborate.
• Is comfortable working in a dynamic, fast-moving environment with evolving priorities.
• Enjoys building CRM programs that are targeted, thoughtful, and data-driven rather than high-volume.

Key Responsibilities:

• CRM Strategy & Lifecycle
  • Own our end-to-end CRM lifecycle strategy across acquisition, activation, retention, and re-engagement.
  • Design and build customer lifecycle journeys that guide prospects through the decision and purchase process.
  • Develop robust segmentation frameworks based on behaviour, lifecycle stage, and engagement.
  • Identify opportunities to improve conversion, lifecycle progression, and retention through CRM programs.
• Demand Generation & Lead Nurturing
  • Develop CRM-led programs that support lead generation and customer conversion.
  • Build automated nurture journeys that move prospects from initial interest to vehicle ownership.
  • Work closely with sales and marketing teams to ensure CRM supports commercial campaigns and priorities.
  • Plan and deliver multi-channel CRM campaigns including email and SMS.
  • Introduce structured testing frameworks to improve engagement and conversion.
  • Continuously optimise lifecycle journeys using data and customer insights.
• CRM Performance, Measurement & Insights
  • Establish clear CRM performance frameworks and reporting structures to measure the effectiveness of campaigns, automations, and lifecycle programs.
  • Define and track key CRM metrics such as engagement, conversion, retention, and lifecycle progression.
  • Analyse campaign and lifecycle performance to identify optimisation opportunities.
  • Develop dashboards and reporting to provide regular insights to marketing and leadership teams.
  • Use data to continuously refine segmentation, messaging, and automation strategies.
  • Share insights from CRM data to help shape the marketing strategy and improve customer engagement across channels.
  • Line manage and mentor the CRM Specialist, supporting their development and campaign execution.
  • Set priorities and provide direction across CRM campaigns and lifecycle initiatives.
  • Ensure high standards of campaign quality, data integrity, and CRM best practices.

Requirements:

• 2-4 years' experience in CRM or lifecycle marketing roles.
• Experience designing and delivering customer lifecycle journeys and automated CRM programs.
• Strong experience building segmentation strategies based on behavioural or lifecycle data.
• Experience planning and executing multi-channel CRM campaigns (email and SMS).
• Strong analytical capability and experience measuring CRM performance and lifecycle progression.
• Experience working with both B2B and B2C audiences.
• Comfortable combining strategy with hands-on execution.

Preferred:

• Experience operating in markets with a defined or niche target audience.
• Experience working in environments with longer customer decision journeys or considered purchases.
• Experience partnering closely with sales teams or commercial stakeholders.