Senior CRM Manager in Blackburn

Science In Sport Group is a world leader in sports and performance nutrition. We have two highly regarded brands; SiS and PhD Nutrition, which provide optimal performance nutritional solutions for professional athletes, sports and fitness enthusiasts, and the active lifestyle community.

The Role: As part of our ambitious growth strategy, we’re seeking an experienced CRM leader to own and evolve our customer engagement and lifecycle strategy, driving retention, loyalty, lifetime value, and brand affinity across digital channels. The Senior CRM Manager will define and lead the CRM strategy across the SiS and PhD brands, elevating personalised communications, refining segmentation & lifecycle programmes, and increasing long-term customer value. You will manage and mentor a growing CRM team and work closely with Performance Marketing, Ecommerce, Data & Analytics, and Commercial teams to align CRM activity with wider growth and retention goals.

Contract: Permanent

Salary: Up to £55,000 per annum

Working Hours: 9am - 5.30pm

Location: Blackburn

Benefits:

• On-site gym
• Cycle to work scheme
• Product discount
• Birthday day off
• Pension - employer contribution at 4%

Your 4 most important responsibilities:

• Translate business goals into measurable CRM outcomes and growth levers.
• Design, implement and optimise end-to-end customer lifecycle journeys (acquisition > onboarding > retention > re-engagement > loyalty).
• Build advanced segmentation, propensity models and automation programs informed by data and business insights.
• Leverage CRM data to generate actionable insights and drive strategic decisions.

Accountability – what you are responsible for delivering:

• Own the CRM vision, strategy and roadmap to accelerate customer engagement, repeat purchase, loyalty and retention.
• Lead long-term planning of CRM investments, metrics and technology stack enhancements.

Lifecycle & Engagement:

• Design, implement and optimise end-to-end customer lifecycle journeys.
• Oversee personalised messaging across email, push, SMS, onsite, and CRM-connected channels.

Team Leadership:

• Lead, develop and grow the CRM function, including coaching more junior team members.
• Foster cross-functional collaboration to align CRM planning with product launches, campaigns, and promotional activity.

Performance & Analytics:

• Establish performance KPIs and dashboards to measure CRM impact on customer behaviour, revenue and retention.
• Lead A/B experimentation and continuous optimisation to improve engagement metrics.

Compliance & Best Practice:

• Ensure CRM practices comply with data protection standards (e.g., GDPR) and email/SMS best practice.
• Manage and govern customer data to support accurate targeting and messaging.

Capability - the skills and behaviours required to do this job well:

• Commercially astute and customer-centric.
• Creative and analytical thinker, comfortable with ambiguity.
• Passionate about sports, performance nutrition and delivering best-in-class customer experiences.
• Proven success in driving CRM strategy for D2C, ecommerce or subscription businesses.
• Expertise with CRM platforms and analytics tools.
• Strong data-led mindset, with experience using analytics to influence campaign and lifecycle decisions.
• Exceptional leadership, communication and stakeholder management skills.

Performance – how you will know you are doing a great job:

• CRM Revenue Contribution (%)
• Repeat Purchase Rate
• Customer Lifetime Value (LTV)
• Active Subscriber Growth
• Consistent activation across territory

Attributes – experience and mindset that will enable you to do well in this role:

• Demonstrable experience in CRM, lifecycle marketing or digital retention roles, with appropriate and relevant experience in a leadership capacity.
• Team player
• Commercially astute and customer-centric
• Creative and analytical thinker, comfortable with ambiguity
• Passionate about sports, performance nutrition and delivering best-in-class customer experiences.

Science in Sport Group is an equal opportunity employer; we value diversity and strive to cultivate an inclusive workplace. We do not tolerate discrimination of any kind in regard to race, colour, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.