Retention CRM Manager (12 Month Parental Leave Cover)

We're putting together a talented team to build the #1 training platform for Runners. We help everyday runners become outstanding by building an incredible app providing world-class training, coaching and community for everyone, whether you're improving your 5k time or training for your first marathon. We’re growing extremely fast! In November 2023 we closed a $6.5M funding round led by JamJar with participation from Eka Ventures, Venrex and Creator Ventures. In 2024, we were selected by Apple as one of three global finalists for the iPhone app of the year, reflecting the innovation and impact of what we’ve built. Our ambition is huge: to become the go-to global leading training platform for millions of runners everywhere. We’re growing with purpose and looking for people who want to build something meaningful with lasting impact.

About This Role

We're looking for an experienced CRM Manager to cover our Retention CRM Manager role for a 12-14-month contract while the current lead is on parental leave. You'll step into an established lifecycle program, not a blank slate, with the existing scope, established workflows, and mix of wins and honest failures that comes with owning CRM at a fast-growing app. You'll have real ownership of the role for the full 12-14 months, shaping strategy and outcomes rather than just holding the seat. This role is based in our London office, working 3 days per week on-site.

The Team You'll Join

You’ll join Runna's CRM team within the Growth org, working alongside a Senior CRM Manager and CRM colleagues across London and New York. The team owns lifecycle messaging end-to-end (email, push, and in-app) and partners closely with Data Science, Product, and the wider Growth team to turn customer data into retention and engagement wins. It's a small, hands-on team where you'll have direct impact on core business metrics from week one.

What You'll Do

• Build and manage complex, multi-channel customer journeys and automations in our ESP, Iterable, using email, push notifications, and in-app messages to engage and retain our runners.
• Lead strategic A/B testing across content, creative, and journey optimisations, turning results into clear next steps for the team.
• Own campaign reporting, providing insights and recommendations that show the team and wider business how CRM moves core KPIs.
• Manage our relationship with Aampe, our AI-powered CRM platform, end-to-end (monitoring performance, building new campaigns), sharing what you learn with the wider team.
• Own and evolve our quarterly retention roadmap for at-risk subscribers, from new insight to tested campaign.
• Partner closely with Product to keep CRM support tight to their release pace, ensuring a streamlined experience for runners across launches.
• Propose specific tests and journey changes based on performance data to help shape ongoing CRM strategy, rather than just flagging opportunities in the abstract.

What You'll Bring to the Team

• Confidence reading data accurately and forming a clear view of performance and test results; experience with a platform such as Tableau or Mixpanel.
• Strong grounding in CRM best practices, from design through to audience strategy, including compliance basics (e.g., GDPR, CAN-SPAM).
• Ability to manage multiple priorities with excellent attention to detail.
• Comfort asking questions in technical spaces, and enough technical curiosity to troubleshoot CRM issues or brief engineering and data teams for a deeper dive.
• Track record designing and running well-structured A/B tests, with fair, structured test plans that avoid flawed results, and clear communication of learnings.
• Experience with an ESP such as Iterable, Braze, or similar is a plus.
• Comfort adapting to new platforms and tooling matters more than deep expertise in any one system, since our CRM tech stack will keep evolving.
• Curiosity about emerging CRM and AI tools is a nice bonus, not a requirement.

Our Interview Process

Our aim is to keep the interview process as straightforward and enjoyable as possible. We'll share the specific stages with you at the start of the process, but you can expect a mix of introductory conversations, role‑specific discussions, and the opportunity to meet the team. Please let us know if there's anything we can do to better accommodate you throughout the interview process. This can range from scheduling interviews around childcare commitments to accessibility requirements. We want you to show your best self in the process, so please speak to your Talent Partner!