CRM Manager in Adlington

Company Background: Parcel2Go is the UK's leading parcel delivery marketplace, connecting over 2 million customers and shipping more than 30 million parcels each year. We help individuals, micro-businesses, and growing sellers send parcels smarter by offering choice, convenience, and competitive pricing through a single platform. As the business evolves, our focus is increasingly on higher-volume senders and shippers, including micro-SMEs and marketplace sellers who send parcels frequently and at scale. Through products such as SmartSend, we enable these customers to integrate shipping into their day-to-day operations, making Parcel2Go a long-term partner rather than a one-off solution.

Why Join Us?

• Ownership: Take full responsibility for the CRM strategy across a high-volume, multi-brand business.
• Strategic impact: CRM is a core growth lever as we pivot towards higher-value, higher-frequency senders.
• Culture of innovation: Drive creative strategies and diversify our CRM channels, beyond email.
• Collaborative culture: Join a forward-thinking marketing team that values insight, experimentation, and continuous improvement.

The Opportunity: Parcel2Go is pivoting towards a strategy centred on retaining and growing higher-volume senders, with CRM sitting at the heart of that transformation. Reporting to the Director of Marketing, the CRM Manager will own the end-to-end CRM strategy, with a strong focus on onboarding, retaining, and scaling micro-SME and marketplace sellers. A key priority will be driving the adoption and habitual use of SmartSend, positioning it as the default shipping solution for customers who send frequently. This role is ideal for a CRM Manager who wants to move beyond traditional B2C lifecycle marketing and play a critical role in influencing customer behaviour, increasing usage frequency, and driving long-term customer value in a B2B or hybrid environment.

Your Key Responsibilities:

• CRM Strategy & Leadership: Own and evolve the CRM strategy aligned to business and commercial objectives, with a clear focus on higher-volume senders, micro-SMEs, and marketplace sellers, and driving long-term customer value.
• SmartSend & High-Volume Sender Growth: Design and deliver targeted CRM journeys that onboard new higher-volume customers, accelerate time-to-first-send, increase sending frequency, and drive sustained adoption of SmartSend.
• Lifecycle Ownership: Oversee and continuously optimise lifecycle programmes including segmentation, welcome journeys, transactional communications, upsell, re-engagement, and customer service messaging, with a strong emphasis on repeat usage and retention of frequent senders.
• Customer Insight & Behavioural Triggers: Analyse customer behaviour to identify key moments where CRM communications can influence sending habits, product adoption, and long-term loyalty.
• Campaign Excellence: Lead the development of engaging, personalised CRM campaigns that drive retention, increased parcel volumes, and customer lifetime value.
• Commercial Focus: Support key business initiatives through CRM, including account creation, SmartSend adoption and repeat usage, pre-pay uptake, and additional cover, ensuring CRM directly supports revenue growth.
• Team & Stakeholder Leadership: Lead and develop the CRM team, working closely with Marketing, Data, Product, and Customer Service teams to embed CRM thinking across the business.
• Data, Reporting & Insight: Raise the profile of CRM across the organisation through clear reporting, insight generation, and recommendations that demonstrate impact on volume, retention, and revenue.
• Platform & Partner Management: Own relationships with CRM and ESP partners, ensuring platforms and processes are optimised to support scale and complexity.
• CRM Channel Expansion (Beyond Email): Lead the expansion of CRM into additional channels beyond email (for example SMS, push notifications, WhatsApp and RCS), including use case development, testing, measurement, and optimisation. Build scalable channel roadmaps aligned to customer behaviour, commercial goals, and data/privacy requirements.

What we're looking for:

• CRM Experience: Minimum of 5 years' experience in CRM or lifecycle marketing, ideally within ecommerce, marketplaces, SaaS, or a similar data-led environment.
• B2B / SME Experience (Desirable): Experience working in a B2B or hybrid B2B/B2C environment, particularly where CRM has been used to drive product adoption, repeat usage, and long-term customer value for higher-volume customers.
• Omnichannel CRM: Experience launching and optimising CRM channels beyond email (for example SMS, push, WhatsApp and RCS), with strong testing and measurement capability.
• Strategic & Hands-On: Proven ability to own CRM strategy while remaining close to execution.
• Personalisation & Segmentation: Strong experience delivering complex, personalised CRM programmes at scale.
• People Leadership: Experience managing and developing teams.
• Data-Driven Mindset: Commercially astute, analytical, and comfortable using data to influence decision-making.

What you'll gain:

• A pivotal role: CRM at the centre of Parcel2Go's shift towards higher-value customers.
• Clear progression: A genuine opportunity to step into a Head of CRM role.
• Ownership & influence: Full accountability for CRM performance and direction.
• Scale & learning: Exposure to high-volume, high-impact CRM programmes.
• A voice in strategy: Direct influence on how the business grows and retains its most valuable customers.

Interested in joining us? Apply today and help shape the future of the UK's parcel delivery market.