CRM Manager in London

Are you ready to transform the insurance industry? Policy Expert is a forward-thinking business that loves to get things done. Leveraging proprietary technology and smart data, we offer reliable products and a wow customer experience. Having achieved rapid growth since being founded in 2011, we’ve won over 1.5 million customers in Home, Motor and Pet insurance and have been ranked the UK’s No.1-rated home insurer by Review Centre since 2013.

What you’ll be doing:

• You’ll own the hands-on build, management and optimisation of lifecycle and transactional customer communications, primarily via email, with oversight of print communications and future expansion into channels as new comms opportunities arise.
• You’ll become Policy Expert’s go-to expert on our CRM platform Bloomreach.
• The role is responsible for executing and continuously improving CRM activity to drive engagement, acquisition, retention, and in-life commercial performance, while ensuring communications are clear, accurate, and compliant.
• This role works hand-in-hand with the Customer Comms Manager and Lead who will plan what communications are needed across customer journeys and what messages and actions they deliver.
• You’ll be ensuring that our CRM foundations are robust and continuously improved, including:

• Own and operate the Bloomreach platform, improving how it is used and ensuring best practice.
• Manage CRM processes, documentation, and supplier relationships to ensure scalable and efficient delivery.
• Manage and maintain customer data integrity, permissions (GDPR compliant), and cross-functional activity to develop new data and targeting opportunities.

Who are you:

• You’re a hands-on CRM specialist who enjoys building and optimising campaigns and takes pride in getting the detail right.
• You’re comfortable working independently, managing technical setups, and using data and analysis to continuously improve performance.
• You have strong experience with CRM platforms (ideally Bloomreach or similar), understand segmentation, personalisation, and testing, and are confident working with customer data in a compliant way.
• With this, you’re comfortable taking full accountability for platform setup, data hygiene, and campaign build quality, ensuring communications are accurate, effective, and delivered to a high standard.
• You’re commercially minded, always looking for ways to improve engagement and retention, but you also care about creating clear, effective customer communications that support a good overall experience.

Benefits:

• This role will be based in our London office in a 50/50 Hybrid mode.
• We match your pension contributions up to 7%.
• Private medical & Dental cover.
• Learning budget of £1,000 a year + Study leave (with encouragement to use it).
• Enhanced maternity & paternity.
• Travel season ticket loan.
• Access to a wide selection of London O2 events and use of a Private Lounge.
• Employee Wellbeing Programme.
• Prayer room in Office.

What We Stand for and Next Steps:

We pride ourselves on being an equal opportunity employer. We treat all applications equally and recruit based solely on an individual’s skills, knowledge, and experience. The quality and growing diversity of our team is a testament to this commitment. At Policy Expert, we are committed to fostering an inclusive and supportive environment for all candidates. If you require any reasonable adjustments during the interview process to accommodate your needs, please do not hesitate to let us know. We are dedicated to ensuring every candidate has an equal opportunity to succeed and will work with you to provide the necessary support. We aim to be in touch within 14 working days of your application – you will be notified if successful or unsuccessful. Please be encouraged to apply even if you do not meet all the requirements.