CRM Manager in Wilmslow

Location: Hybrid (3 days Wilmslow, 2 days from home)

We are the Citation Group. We offer colleagues and clients an opportunity they will not gain at many other businesses. We are interested in growth, investment and service excellence. We have never and will never grow our business by cost cutting or tying people up in bureaucracy. We don't do politics - we want people focused upon actions and delivery. We don't do micro-management - we empower, support and innovate. We are leaders, not empire builders and we love our business.

The Citation Group has grown rapidly over the past few years and have big ambitions for the future. As a Private Equity-backed business, the plan is to triple the size of the business over the next few years through both organic growth and acquisitions.

This is far more than a traditional CRM role. You'll own customer communications across multiple brands, creating lifecycle campaigns, customer journeys and marketing automations that drive measurable commercial results, from improving conversion and retention to increasing cross sell and upsell revenue.

Working closely with our Digital Growth Director, Marketing Heads and Data teams, you'll help transform CRM into a major growth engine. If you're excited by building something from the ground up, this is an opportunity to make a visible impact and shape a function that will be central to the Group's continued success.

What you'll be responsible for

• You'll own our CRM strategy across multiple Group businesses, creating intelligent customer journeys that improve every stage of the customer lifecycle.

This includes:

• Prospect Growth
• Increase enquiry-to-sale conversion through better lead nurturing
• Design automated journeys that educate, engage and convert prospects
• Build sophisticated segmentation and personalisation strategies
• Deliver the right message at exactly the right time
• Customer Growth
• Unlock significant cross-sell and upsell opportunities across the Group
• Create onboarding programmes that improve customer engagement
• Build campaigns that encourage product adoption and account expansion
• Develop retention programmes that reduce churn and increase customer lifetime value
• Marketing Automation
• Build scalable automated customer journeys across multiple brands
• Develop behavioural triggers and personalised workflows
• Introduce sophisticated lifecycle marketing programmes
• Continuously optimise customer communications using testing and data
• Data & Insight
• Turn customer data into commercial opportunities
• Develop segmentation strategies that improve campaign performance
• Build dashboards that measure commercial impact, not just email metrics
• Identify new opportunities through customer behaviour and analytics
• Technology
• Own and optimise our CRM and marketing automation platforms
• Drive adoption of new technology and AI-enabled marketing
• Improve integration across HubSpot, Salesforce and wider marketing platforms
• Build scalable processes that support future business growth

About you

• Loves using marketing to solve commercial problems
• Gets excited by finding hidden growth opportunities in customer data.
• Thinks beyond email campaigns and sees entire customer journeys.
• Enjoys testing, learning and continually improving performance.
• Understands how automation can transform marketing effectiveness.
• Can influence senior stakeholders using insight and data.
• Wants to build something rather than inherit something.

Experience

• Strong experience in CRM, lifecycle marketing or marketing automation.
• Experience building customer journeys and automated campaigns.
• Strong knowledge of HubSpot, Salesforce or similar platforms.
• Excellent understanding of segmentation, personalisation and behavioural marketing.
• Experience analysing campaign performance and turning insight into action.
• Commercially minded with a passion for measurable growth.
• Comfortable working across multiple brands in a fast-paced environment.

Here’s a taste of the perks we roll out for our extraordinary team members:

• 25 Days of Holiday + 8 Bank Holidays: We're talking sun-soaked beaches, snow-capped mountains, or simply your favourite cozy spot at home.
• Birthday Bliss: Your birthday isn't just another day on the calendar; it's YOUR day! Enjoy it in style with a day off.
• Post-Wedding Bliss: Newlyweds, we've got something special for you too! Extra weeks of holiday to bask in the glow of post-wedding happiness.
• Growing Families: We're all about supporting our Citation family, and that includes expectant parents.
• Healthcare cash plan: Your well-being is our priority. That's why we offer private healthcare to ensure your peace of mind and keep you feeling your best.