CRM Marketing Executive in Cheshire, Wilmslow

Reporting to: Head of Brand Marketing

Location: Wilmslow

Salary: £30,000 - £33,000

About Total Fitness: We’re Total Fitness, a leading health club brand in the North of England and Wales. We’re there for every fitness moment no matter the age, life stage, or workout preference. We have 15 supersize health clubs with learn to swim academies on site. In 2024, we opened 2 new gyms purposefully designed for women- The Women’s Gym by Total Fitness. Driven by the belief that everyone is better fitter, we work hard to fulfil our promise of providing the spaces and opportunities that empower our customers to achieve more than they ever thought possible.

Joining the team here at Total Fitness means the freedom to move your own way, along your own path, constantly finding new ways to reach your full potential - whatever success looks like for you. We support one another, take the initiative and tackle each challenge head on, because we want to provide exceptional experiences for both our team and our members. We celebrate together, get stuck in together, and we help each other through. We can't promise it will be easy, but we can promise it will be worth it - and that'll be a lot of fun. This is where movement happens, this is where you get going and keep going. This is where more is possible.

Role Purpose: The CRM Executive is responsible for improving member experience, retention and lifetime value through timely, relevant communications. Using data led insight, they will deliver targeted campaigns that ensure members receive the right message at the right time, driving both engagement and commercial impact. As a customer centric team, providing value to members at every touchpoint is central to how we work. The CRM Executive will turn segmentation and insight into meaningful communications that strengthen long-term member relationships across multiple brands. This role is ideal for someone who thrives on detail, enjoys combining creativity with data, is comfortable building as we go, and takes a hands-on approach to campaign delivery. The right candidate will understand how continuous improvement drives measurable customer and business outcomes. As we are early in our CRM maturity, the role will also play a key part in shaping how CRM works across the business; from defining best practice to improving systems, journeys, and ways of working.

Key Responsibilities:

• Member Lifecycle Communications

• Own the creation, copywriting, build and delivery of member communications across the member lifecycle, from pre sale, to sign up and onboarding, through to engagement and retention.
• Develop always on and campaign led CRM activity that supports commercial priorities and member needs.
• Identify journey gaps and opportunities to improve relevance, timing and clarity of member communications.

• Ensure appropriate CRM data management and database health, working with internal teams to maintain accurate, usable data, and to support database growth strategies.
• Use insight to develop and refine audience segmentation and targeting strategies, improving relevance and personalisation.

• Manage communications for campaigns across multiple brands, ensuring consistency and high attention to detail.
• Identify opportunities to increase member engagement, drive product adoption, and increase secondary spend.
• Explore new and emerging communication channels to supplement and enhance existing member journeys.

• Track and report on CRM performance using agreed KPIs.
• Support ongoing optimisation and testing, applying learnings and insight to inform development.
• Collaborate cross functionally with Brand, E-Commerce, Product, and Club teams to ensure aligned communications.
• Stay informed on industry best practice in order to make informed recommendations and improvements.
• Ensure all CRM activity complies with GDPR and customer data regulations.

Skills & Experience:

Essential:

• Minimum of 2 years’ experience in a CRM, lifecycle, or database driven marketing role, with experience using CRM or marketing automation platforms.
• Strong understanding of segmentation, targeting, and data led communication.
• Experience copywriting and creating communications to a prescribed tone of voice.
• Ability to manage multiple campaigns and priorities simultaneously.
• Strong analytical mindset with experience using data and insight to inform decisions.
• Excellent attention to detail, organisation and time management skills.
• Passion for working with others.
• Strong people skills and a natural ability to put others at ease.
• Show up as your authentic self, with a drive for personal growth and a mindset that embraces change and continuous improvement.

Desirable:

• Experience working in subscription, membership, or customer centric businesses.
• Exposure to lifecycle mapping, journey optimisation, or personalisation strategies.
• Exposure to tools such as Power BI, Google Analytics, or similar reporting and visualisation platforms.

What you’ll get:

• A career with a business in motion, always learning and evolving for better.
• A refreshingly friendly and supportive environment in which to thrive.
• Training and development opportunities which will enable you to advance as far as your talent and determination will take you.
• Plenty of social activities and events.
• If fitness is your thing, we often find opportunities to work out together.
• Free membership for you and a loved one plus 2 discounted memberships for family members or friends after passing probation.
• 28 days holiday including public/bank holidays.
• Workplace Pension Scheme.
• Discount on retail and cafe products.