At a Glance
- Tasks: Create magical CRM experiences that turn buyers into loyal Tonies fans.
- Company: Join tonies, the world’s largest interactive audio platform for children.
- Benefits: 30 days annual leave, private medical insurance, and a £200 learning budget.
- Other info: Hybrid work model with a vibrant team culture and growth opportunities.
- Why this job: Shape the future of play and learning while making a real impact.
- Qualifications: Experience in CRM and strong analytical skills are essential.
The predicted salary is between 44817 - 54777 £ per year.
About tonies: tonies is the world’s largest interactive audio platform for children with around 7.8 million Tonieboxes and more than 95 million Tonie figurines sold. The intuitive and award-winning audio system has changed the way young children play and learn independently with its child-safe, wireless, and screen-free approach. Tonieboxes have been activated in over 100 countries, and the content portfolio includes more than 1,100 Tonies figurines in several languages. Since its inception, tonies has achieved significant milestones, including listing on the Frankfurt Stock Exchange in November 2021 as well as a globally present team of over 550 dedicated professionals operating from various countries.
Joining our tonies team means being part of an inspiring mission to create innovative and meaningful experiences for children around the world. Together, we’re shaping the future of play, learning, and imagination.
You as part of tonies:
Overview: At tonies®, we’re building more than customer journeys; we’re creating magical lifelong relationships with families. As UK CRM Manager, you’ll play a pivotal role in turning one-time purchasers into deeply engaged Tonies fans by designing smart, joyful, and highly personalised CRM experiences that inspire repeat purchase, deepen brand love, and maximise customer lifetime value. You’ll own the planning, execution, and optimisation of CRM across multiple channels, ensuring every touchpoint, from first purchase to years into the tonies® journey feels relevant, seamless, and delightfully on-brand. This is a role for someone who combines creativity with commerciality, using data, automation, and customer insight to unlock retention at scale.
Your tasks and responsibilities will include:
- Build, develop and execute CRM campaigns across email, push notifications, SMS, and other owned channels.
- Build and optimise automated customer journeys across the lifecycle journey.
- Create audience segmentation strategies to improve targeting and personalisation.
- Manage campaign calendars, timelines, and end-to-end delivery of CRM activity.
- Analyse campaign and customer performance data to identify insights and optimisation opportunities.
- Conduct A/B testing to continuously improve engagement and conversion rates.
- Collaborate cross-functionally with marketing, product, creative, and analytics teams to deliver campaigns on time, including last-minute requests where required.
- Take ownership of CRM workflows and timelines, managing creative design/briefing.
- Ensure CRM best practices, data accuracy, and compliance with GDPR and privacy regulations.
- Support reporting on CRM KPIs, including retention, engagement, and customer lifetime value, while owning the wider CRM discount strategy—defining the approach and mechanics, and establishing a regular reporting cadence to monitor performance and impact.
- Partner closely with the global CRM team to localise and implement global CRM flows tailored to the UK market.
- Partner with the Customer Happiness team to efficiently manage and resolve customer queries relating to CRM campaigns and promotional codes.
What we are looking for:
- Experience in CRM, lifecycle marketing, or customer engagement roles.
- Hands-on experience using Braze CRM platform (nice to have but not essential).
- Strong understanding of customer segmentation, automation, and personalisation strategies.
- Experience building and managing multi-channel CRM campaigns.
- Analytical mindset with the ability to interpret campaign data and performance metrics.
- Strong organisational skills with the ability to manage multiple priorities and deadlines independently.
- Excellent cross-functional collaboration and stakeholder management skills.
- A proactive, self-starting attitude with strong ownership and accountability.
- Detail-oriented and committed to delivering high-quality work.
Why tonies?
- Office - 2 days a week in the London office (set days).
- Time Away – 30 days annual leave + bank holidays, paid sick leave, bereavement leave, volunteering day plus bank holiday swaps and more.
- Health & Wellbeing – Free Lunch on Tasty Tuesday, Private medical insurance via Vitality, mental health support with our Employee Assistance Program, life assurance (4x salary), free Calm subscription, Specsavers eye test voucher.
- Financial & Career Growth – Competitive salary, pension match up to 4%, £200 learning & development budget, and Babbel subscription.
- Family & Lifestyle Perks – Enhanced maternity & paternity leave, Tonies gifts for major life events, and exclusive staff discounts.
Equity and Diversity: At tonies, we’re passionate about sparking imagination and joy in childhood—and that same energy drives how we build our team. We believe everyone should feel empowered to grow, contribute, and thrive, both at work and in life. That’s why it’s important for tonies to create an environment where all voices are heard, valued and respected, regardless of background or experience. Our stories, content, I&D Champion Group and tonies team are shaped by a wide range of perspectives, and we actively seek out individuals who bring fresh ideas and unique experiences to the table. Tonies is committed to fostering an inclusive and accessible experience for all candidates. If you need any accommodations to support you during the recruitment process, please contact your Recruitment Partner.
The Recruitment Process:
- Intro call with the People & Culture talent team.
- Virtual call with the Hiring Manager.
- Case study interview.
- Final stage with general manager.
Ready to join us? Apply today to help us create joyful moments for children and families worldwide.
About us: Here at tonies, we are changing the way children listen to their favourite audio content, by making digital audio tangible. We have created a safe and playful way for children to experience stories, music and educational content that is loved by parents and children alike. By combining the best of digital technology with the magic and playfulness of figurines (the so-called Tonies), our screen-less toniebox provides the perfect platform to enjoy all the benefits and fun of great audio content, without adding to children’s screen time.
CRM Manager, UK (Hybrid) London employer: tonies®
At tonies®, we pride ourselves on being an exceptional employer, offering a vibrant work culture that fosters creativity and collaboration. As a UK CRM Manager, you will have the opportunity to drive impactful customer engagement strategies while enjoying a supportive environment that prioritises employee growth and development. With a focus on inspiring joy for children and families, our team is dedicated to making a meaningful difference in the lives of our customers.
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager, UK (Hybrid) London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at tonies®. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like tonies® before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CRM Manager, UK (Hybrid) London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to tonies®:Your cover letter is your chance to shine! Tell us why you want to work at tonies® specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at tonies®!
How to prepare for a job interview at tonies®
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
