At a Glance
- Tasks: Lead CRM strategy to enhance customer engagement and retention through data-driven journeys.
- Company: Dynamic SaaS platform with a focus on growth and innovation.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional development.
- Other info: Join a diverse team with a commitment to excellence and continuous growth.
- Why this job: Shape the future of customer communication and drive impactful change in a growing company.
- Qualifications: Experience in CRM strategy, strong analytical skills, and a commercial mindset.
The predicted salary is between 56700 - 69300 £ per year.
About the company
the company is a powerful platform used by over 50,000 people worldwide to generate over $5B in sales.
Included within the the company platform is a learning management system (LMS), affiliate management, cart and checkout functionality, making it a top solution for creators, coaches, consultants, and other businesses.
We integrate with everything you use and have a simple, clean UI with numerous features that allow customers to build income from existing traffic and we are the highest-converting cart for online businesses.
Our business is growing, profitable, and backed by LTV Saa S Growth Funds, and we are looking to expand our footprint amongst online businesses.
Location
Hybrid - UK (up to 3 days a week)
Job Overview
We're looking for an experienced, strategic CRM Manager to lead the next phase of our customer lifecycle and email marketing strategy.
As CRM becomes increasingly central to how we engage, retain, and grow our customer base, you'll own the development of a sophisticated strategy that moves beyond campaign-based email to data-driven customer journeys across the full lifecycle.
You’ll shape how we communicate with customers from onboarding and activation through engagement, retention, renewal, and win-back - using segmentation, automation, and experimentation to ensure the right message reaches the right customer at the right moment.
Retention and churn reduction are a particular focus.
This is a chance to build and evolve a high-impact CRM function, combining strategic thinking with hands-on execution.
Tasks What Your Work Will Entail
- Own and develop the CRM and lifecycle marketing strategy, with a focus on engagement, retention, and churn reduction.
- Build and optimize customer journeys across onboarding, activation, engagement, conversion, retention, renewal, and win-back.
- Evolve email as a strategic communication channel, keeping messaging aligned with the business and customer lifecycle.
- Create customer segments based on behavior, lifecycle stage, product usage, subscription status, and other signals.
- Design automated lifecycle programs and triggered communications that drive activation, adoption, and retention.
- Partner with Product, Marketing, Customer Success, and Data to deliver a cohesive customer experience.
- Run a structured testing program across messaging, cadence, timing, segmentation, offers, and journeys.
- Use customer and product data to identify churn signals and opportunities for targeted communication.
- Define and track CRM metrics: activation, engagement, conversion, retention, churn, reactivation, and customer lifetime value.
- Build reporting that connects CRM activity to measurable business outcomes.
- Improve CRM processes, technology, automation, and data capabilities to support growth.
- Ensure customer communications meet privacy, consent, and data protection requirements, including GDPR.
Requirements What You Bring To This Role
- Significant experience in CRM, lifecycle, or retention marketing, ideally within a Saa S or subscription business.
- Track record of building CRM strategy - not just executing email campaigns.
- Strong understanding of subscription lifecycles and CRM's role in retention and churn reduction.
- Experience building automated journeys, behavioral triggers, and customer segmentation.
- Strong grasp of email strategy: deliverability, personalization, experimentation, and optimization.
- Comfortable using customer, behavioral, and product data to inform decisions.
- Experience with CRM, marketing automation, and customer engagement platforms.
- Strong analytical skills, with the ability to turn performance data into actionable recommendations.
- Experience collaborating across Product, Customer Success, Marketing, and Data.
- Commercial mindset - understands how CRM drives retention, lifetime value, and growth.
- Strong knowledge of GDPR and best practices for customer communications in the UK and Europe.
- Excellent communication, project management, and stakeholder management skills.
- Nice to Have
- Experience in a Saa S or technology company operating a recurring subscription model.
- Experience evolving CRM strategy during a transition to or expansion of subscription-based offerings.
- Experience with product-led growth, customer activation, or usage-based lifecycle marketing.
- Experience designing churn-prevention and win-back strategies.
- Familiarity with CRM platforms and data ecosystems that enable advanced segmentation, personalization, and automation.
- Experience helping build or mature a CRM/lifecycle function as a company scales.
- What Success Looks Like
You’ll turn CRM into a strategic growth and retention channel - building a clear lifecycle strategy, more sophisticated segmentation and automation, more relevant customer communications, and measurable programs that increase engagement, strengthen retention, and reduce churn.
Most importantly, you'll help define the next era of customer communication for the business: a CRM approach that is scalable, data-driven, customer-centric, and closely connected to commercial outcomes.
Learn More About the company
Our Values are
- Commit to Excellence
- Find a Way
- Help Each Other
- Keep Growing
- Data First
- Our team and product are growing rapidly- we achieved Yo Y growth of 64% from
, and we're just getting started.
We believe in open communication, clear goal setting, and that people do best when they have a growth mindset and want to get things done.
Our team comes from diverse backgrounds and companies like Shopify, Salesforce, and Big Commerce, and we are running like an independent Saa S company within a PE fund.
#J-18808-Ljbffr
CRM Manager in London employer: United States Digital Space LLC
At our company, we pride ourselves on being an exceptional employer, offering a vibrant work culture that champions diversity and inclusion. With a strong focus on employee growth, we provide clear career paths, personal learning budgets, and generous benefits such as private healthcare and a flexible work-from-abroad policy. Join us in London and be part of a team dedicated to making a positive impact through greener travel choices while enjoying the perks of a supportive and innovative environment.
Contact Details:
United States Digital Space LLC Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land CRM Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at United States Digital Space LLC. 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 United States Digital Space LLC 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 in 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 United States Digital Space LLC:Your cover letter is your chance to shine! Tell us why you want to work at United States Digital Space LLC 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 United States Digital Space LLC!
How to prepare for a job interview at United States Digital Space LLC
✨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.
