CRM Manager (Remote) in London

We want to raise the bar for CRM at Forbes Advisor, and we’re looking for a best-in-class CRM Manager to own lifecycle marketing across one or two of our verticals. This is a hands-on role for a strong lifecycle marketer who develops the strategy for their vertical(s), builds high-performing campaigns, and grows and optimizes performance across email, SMS, and beyond.

You’ll be a strong communicator and collaborator, working alongside Product, Data, Design Commercial, and the General Managers of your verticals. You’ll bring your strategy to life through campaigns that hit specific revenue goals for your vertical(s) – building and launching a suite of new campaigns as well as optimizing existing ones.

The person we’re looking for is a self-starter who generates, critically assesses, and prioritizes new ideas based on their value. You’ll build test plans and roadmaps independently and aren’t afraid to test and learn (even when that means test and fail). You take ownership of your vertical(s) and hold yourself accountable to results, trusting your judgement to make decisions and keep momentum. You’re highly organized, and you consistently deliver to committed timescales while prioritizing the most impactful work.

This role reports to the Senior Director, CRM.

• Strategy & Planning: Develop and implement comprehensive lifecycle strategies for your vertical(s), ensuring alignment with business objectives. Proactively share new ideas and campaign recommendations across lifecycle channels, focusing on growing lifetime value, upselling to existing customers, or cross-selling new products and services. Validate ideas before investing in them, pressure-testing whether a campaign is viable before starting work, and prioritizing accordingly. Collaborate with the wider CRM team to bring the test-and-learn roadmap to life. Segmentation and strategy expert who knows the end-to-end customer experience for your vertical(s) across all channels. Champion responsible use of customer data — asking not just whether we can use the data, but whether we should — with a firm commitment to data security, privacy, and relevance.
• Creativity: Drive best-in-class standards in copy, partnering with our internals teams to raise the quality and consistency of campaign messaging. Drive best-in-class standards in creative and design, partnering with our Design team to bring campaigns to life. Own lifecycle communication planning for your vertical(s), ensuring a joined-up, well-sequenced customer experience. Stay ahead of lifecycle marketing trends and competitor activity, and bring fresh thinking into our campaigns.
• Execution & Delivery: Develop realistic project timelines with a bias for action, communicate them clearly to stakeholders, and consistently deliver to committed deadlines. Work with the wider CRM team and Product/Engineering on requirements for new data schema needs to bring campaigns to life. Build customer journeys, audience segments, and messaging templates within our customer engagement platform, Braze.
• Analysis: Responsible for achieving vertical-specific revenue and performance goals, outlined with CRM leadership. Optimize existing campaigns to hit goal KPIs and exceed benchmark expectations. Independently pull your reporting from our customer engagement platform and Tableau. Share campaign-specific insights and trends regularly (tests performed, weekly/monthly changes in performance).

• 3-5+ years of lifecycle/CRM experience, ideally gained in a D2C or comparison environment.
• Strong creative background with a track record of designing and delivering high-performing campaigns.
• Thrives collaborating across other departments and building relationships with key stakeholders.
• A self-starter and excellent communicator, with strong stakeholder management and a track record of delivering to committed timescales.

• Experience with Braze, or equivalent platform.
• Experience working across multiple verticals or product categories.

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