At a Glance
- Tasks: Lead CRM strategies and campaigns for e-commerce brands, driving growth and enhancing customer experiences.
- Company: Join Pathway, a dynamic consultancy focused on CRM and retention marketing.
- Benefits: Competitive salary, hybrid work model, and opportunities for professional growth.
- Other info: Be part of a small team where your contributions shape the future.
- Why this job: Make a real impact in a hands-on role with diverse projects and client interactions.
- Qualifications: 3-5 years in CRM or email marketing, with strong platform experience.
The predicted salary is between 51750 - 63250 £ per year.
We’re looking for a CRM Manager to join Pathway and help e-commerce brands get more value from their customer data and lifecycle marketing.
This is a hands-on role working across platforms like Bloomreach and Klaviyo, building journeys, campaigns, and CRM programmes that drive measurable growth and better customer experiences.
You’ll work closely with clients and our small specialist team to design, build, and improve CRM programmes from strategy through to launch and optimisation.
- Hybrid - Manchester
- Full-time
- About Pathway
Pathway is a small, specialist consultancy helping e-commerce brands get more value from CRM and retention marketing.
We work across platforms like Bloomreach and Klaviyo, partnering with in-house teams to design and build lifecycle programmes that are practical, measurable, and genuinely improve the customer experience.
We are a hands-on team that moves quickly, cares about the craft, and takes pride in doing work that stands up in the real world.
- Why Join
- Small team, big ownership: You will have real responsibility and the space to own outcomes.
- Shape how we work: As an early team member, you will help define our standards, templates, and ways of working.
- Varied, interesting projects: You will work across different brands and problem types, from lifecycle build to personalisation and reporting.
- Grow fast: You will be close to decisions and learn by shipping real work with thoughtful feedback.
- Remote and flexible: We focus on outcomes, clear communication, and sustainable pace.
- What You’ll Do
- Client Delivery
- Deliver CRM implementations and ongoing improvements across tools like Bloomreach and Klaviyo.
- Design and build lifecycle journeys (welcome, abandonment, post-purchase, winback, etc.).
- Build email and SMS campaigns and automated flows.
- Run discovery and requirements gathering, then translate that into clean, maintainable builds.
- Own work end-to-end: define milestones, manage dependencies, and keep activity moving through to launch.
- Create lightweight delivery plans (scope, timelines, risks, decision points) and coordinate with client dev and data teams where needed.
- Present recommendations, progress, and results to client stakeholders.
- Run training and enablement for client teams (sessions, documentation, and post-launch adoption support).
- Platform Build and QA
- Configure scenarios, campaigns, templates, content blocks, and journey logic.
- Implement and troubleshoot integrations (Shopify, custom events, product feeds).
- Support migrations and rebuilds from other platforms.
- Own data quality during builds and migrations: event/schema validation, field mapping, test runs, and post-cutover QA.
- Contribute to segmentation and personalisation design based on behavioural and transactional data.
- Implement consent and preference management in a compliant way (e. g. preference centres, consent capture, and downstream syncing).
- Build dashboards and reporting that help teams understand performance and make decisions.
- Define measurement plans and KPIs with stakeholders, ensuring tracking is reliable.
- Continuous Improvement
- Identify optimisation opportunities across journeys and campaigns.
- Support A/B testing and performance analysis.
- Improve internal delivery standards, QA checklists, and documentation.
- What We’re Looking For
Essential
- 3–5 years’ experience in CRM, email marketing, or lifecycle marketing.
- Strong hands-on experience with a CRM/ESP platform (Bloomreach, Klaviyo, Dotdigital, or similar).
- Solid grasp of email marketing fundamentals (deliverability, experimentation, and practical build thinking).
- Experience building automated flows and customer journeys end-to-end.
- Understanding of segmentation and personalisation principles.
- Confidence working with e-commerce businesses and customer lifecycle concepts.
- Clear communication and authority when working with clients.
- Nice to Have
- Bloomreach Engagement experience.
- HTML/CSS for email development and Java Script for data and tracking.
- Experience with Shopify and event tracking.
- SMS, push, or web personalisation experience (e. g. Tag Manager-based implementations).
- Agency or consultancy experience.
- Relevant certifications.
- What You Might Work On
- New CRM implementations: core journeys, templates, segmentation foundations, QA, and launch support.
- Retainer improvements: new campaigns, optimisation, experimentation, and channel expansion.
- Platform migrations: rebuilding journeys with improved logic and measurement.
- Strategic CRM projects: loyalty and VIP programmes, lifecycle mapping, and personalisation frameworks.
- What a Successful Candidate Looks Like
- 30 days
- Embedded in our ways of working. - Shipping build tasks safely (scenarios, templates, QA). - Communicating progress clearly.
- 60 days
- Responsible for one client work stream end-to-end. - Managing delivery planning and stakeholder communication. - Delivering clean handovers.
- 90 days
- Driving measurable improvements (journey performance, deliverability, or new channel expansion). - Contributing to internal standards and playbooks.
- What Will Make You Stand Out
- You bring structure to messy problems: clear requirements, success metrics, and delivery plans stakeholders trust.
- You ship production-ready CRM work with strong QA habits and clean documentation.
- You care about data quality and measurement, ensuring reliable tracking before optimisation.
- You explain complex CRM concepts simply and help stakeholders make decisions.
- You use experimentation thoughtfully, with clear hypotheses, test design, and learning loops.
- We process your personal data in line with our privacy policy
- #J-18808-Ljbffr
CRM Manager in Manchester employer: Pathway
Pathway is an exceptional employer that fosters a collaborative and innovative work culture, where the Business Development Manager will have the opportunity to make a significant impact on healthcare services. With a strong focus on employee growth and development, we offer tailored training and mentorship programmes, alongside the chance to engage with diverse partners across the NHS and charity sectors. Located in a vibrant community, our team enjoys a supportive environment that values creativity and initiative, making it a rewarding place to advance your career while contributing to meaningful change.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Pathway. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Pathway before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CRM Manager in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Pathway:Your cover letter is your chance to shine! Tell us why you want to work at Pathway specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Pathway!
How to prepare for a job interview at Pathway
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
