At a Glance
- Tasks: Lead and innovate CRM strategies to engage high-volume senders and enhance customer loyalty.
- Company: Join Parcel2Go, the UK's leading parcel delivery marketplace with a dynamic culture.
- Benefits: Competitive salary, career progression, and the chance to shape CRM strategies.
- Other info: Collaborative team environment with opportunities for personal and professional growth.
- Why this job: Make a real impact in a pivotal role driving customer engagement and retention.
- Qualifications: 5+ years in CRM or lifecycle marketing, ideally in e-commerce or B2B environments.
The predicted salary is between 36000 - 60000 £ per year.
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
- 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.
- 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.
- 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. Strong experience delivering complex, personalised CRM programmes at scale.
- 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.
CRM Manager in Bolton employer: Parcel2go
Parcel2Go is an exceptional employer that fosters a culture of innovation and collaboration, making it an ideal place for a CRM Manager to thrive. With a strong focus on employee growth, you will have the opportunity to take ownership of impactful strategies while working alongside a forward-thinking marketing team. Located in the UK, Parcel2Go offers a dynamic environment where your contributions directly influence the company's success in the parcel delivery marketplace.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager in Bolton
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy about reaching out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their CRM strategies and think about how you can contribute to their goals. Tailor your answers to show how your experience aligns with their needs.
✨Tip Number 3
Showcase your skills through practical examples. Bring along case studies or examples of successful CRM campaigns you've managed. This will help you stand out and demonstrate your hands-on experience.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in being part of the Parcel2Go team.
We think you need these skills to ace CRM Manager in Bolton
Some tips for your application 🫡
Show Your Passion for CRM:When writing your application, let your enthusiasm for CRM shine through! We want to see how your experience aligns with our focus on higher-volume senders and innovative strategies. Make it personal and relatable!
Tailor Your CV and Cover Letter:Don’t just send a generic CV! Tailor your application to highlight your relevant experience in CRM, especially in B2B or hybrid environments. Show us how you can drive customer behaviour and long-term value.
Be Data-Driven:We love numbers! Include specific examples of how you've used data to influence CRM strategies in the past. This will demonstrate your analytical mindset and how you can contribute to our growth.
Apply Through Our Website:Make sure to apply through our website for the best chance of being noticed! It’s the easiest way for us to keep track of your application and get back to you quickly.
How to prepare for a job interview at Parcel2go
✨Know Your CRM Inside Out
Before the interview, make sure you’re well-versed in the latest CRM trends and tools, especially those relevant to e-commerce and marketplaces. Familiarise yourself with Parcel2Go’s SmartSend and think about how you can leverage it to enhance customer retention and engagement.
✨Showcase Your Data Skills
Prepare to discuss how you've used data to drive CRM strategies in your previous roles. Be ready to share specific examples of how your analytical skills have led to increased customer value or improved retention rates, particularly for higher-volume senders.
✨Be Ready to Innovate
Parcel2Go is looking for someone who can think outside the box. Come prepared with creative ideas on how to expand CRM channels beyond email. Think about how SMS, push notifications, or even WhatsApp could be integrated into a comprehensive CRM strategy.
✨Demonstrate Team Leadership
As a CRM Manager, you’ll need to lead a team and collaborate across departments. Be prepared to discuss your leadership style and provide examples of how you’ve successfully managed teams and worked with other departments to achieve common goals.
