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- Tasks: Lead CRM strategies to enhance customer journeys and drive engagement.
- Company: Join Zapp, London's top convenience retail platform, revolutionising grocery delivery.
- Benefits: Enjoy competitive salary, equity, 25 days holiday, and flexible working.
- Why this job: Make a real impact in a fast-paced environment while shaping customer experiences.
- Qualifications: 5+ years in CRM, expertise in tools like Braze or Klaviyo, and data-driven mindset.
- Other info: Dynamic team culture with opportunities for growth and innovation.
The predicted salary is between 36000 - 60000 ÂŁ per year.
Nine Elms, London - Full-time (4 days a week on-site)
At Zapp, we are building the future of convenience. We don’t just deliver groceries; we deliver time. As our Manager of CRM, you will be the architect of our customer journey, ensuring that every push notification, email, and in‑app message feels less like "marketing" and more like a helpful neighbour who knows exactly when you’re out of coffee. You will support the end‑to‑end lifecycle strategy — from the moment a user downloads the app to the point they become a loyal Zapp power‑user. You’ll blend data‑driven experimentation with creative storytelling to drive retention, increase lifetime value (LTV), and reduce churn in a fast‑paced, high‑frequency environment.
About Zapp: Zapp is London’s leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi‑trillion dollar convenience retail market, currently dominated by major players, by developing best‑in‑class customer‑centric technology and fulfilment solutions. Zapp partners with some of the world’s leading brands to deliver an exclusive range of hand‑picked products 24/7, delivered in minutes.
Key Responsibilities
- Strategy & Execution: Develop and scale multi‑channel CRM campaigns (Push, In‑app, Email, Whatsapp) that resonate with our urban, "on‑demand" audience.
- Lifecycle Mapping: Build automated "Always On" journeys for onboarding, reactivation, and future loyalty tiers.
- Segmentation: Utilise our data stack to create hyper‑targeted segments based on purchasing behaviour, location, and frequency.
- A/B Testing: Obsess over optimisation. You’ll constantly test subject lines, send times, creative assets, and incentive structures to find the "winning" formula.
- Cross‑Functional Collaboration: Work closely with the Product team to improve in‑app messaging hooks and the brand team to ensure our brand voice stays sleek, premium, and culturally relevant.
- Reporting: Track and report on key metrics like Open Rates, CTR, Conversion, and — most importantly — Retention and Order Frequency.
Requirements
- Experienced: You have 5+ years of experience in CRM or Lifecycle Marketing, ideally within a high‑growth B2C start‑up (e‑commerce, food delivery, or Q‑commerce).
- Platform Pro: You are an expert in CRM tools like Braze, Klaviyo, MoEngage, or Iterable. You know how to build complex multi‑step canvases, and understanding how to write liquid logic (or similar) is a real bonus.
- Data‑Driven: You don’t just look at dashboards; you ask "why." You’re comfortable with data visualisation tools (Looker), and basic SQL is a major plus.
- Customer‑Obsessed: You have a "spidey sense" for what makes a great Zapp user experience and what feels like spam.
- Agile: You thrive in a world where things move at 100mph. You can pivot a strategy on Tuesday and have it live by Wednesday.
Benefits
- Competitive salary & equity package.
- Enjoy 25 days of holiday per year (plus all bank holidays).
- Private Health Insurance.
- Extended sick pay and maternity/paternity leave pay.
- Cycle to work scheme.
- Flexible/hybrid working arrangement.
CRM Manager employer: Zapp
Contact Detail:
Zapp Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio or case studies that highlight your CRM campaigns and successes. When you get the chance to chat with hiring managers, share these examples to demonstrate your expertise and creativity.
✨Tip Number 3
Be proactive! Don’t just wait for job postings to appear. Reach out directly to companies you admire, like Zapp, and express your interest in working with them. A well-crafted email can go a long way in making a memorable impression.
✨Tip Number 4
Prepare for interviews by researching the company’s CRM strategies and recent campaigns. Bring fresh ideas to the table that align with their goals. This shows you’re not just interested in the role, but genuinely invested in their success.
We think you need these skills to ace CRM Manager
Some tips for your application 🫡
Show Your Passion for CRM: When you're writing your application, let your enthusiasm for CRM shine through! We want to see how you can bring that passion to Zapp and make our customer journeys even better.
Be Data-Driven: Since we love a good data story, make sure to highlight your experience with data-driven strategies. Share specific examples of how you've used data to optimise campaigns and improve retention rates.
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the skills and experiences that match the job description. We appreciate when candidates show they’ve done their homework.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to keep track of your application and ensures you don’t miss out on any important updates from our team!
How to prepare for a job interview at Zapp
✨Know Your CRM Tools Inside Out
Make sure you’re well-versed in the CRM platforms mentioned in the job description, like Braze or Klaviyo. Be ready to discuss your experience with these tools and how you've used them to create successful campaigns.
✨Showcase Your Data-Driven Mindset
Prepare examples of how you've used data to inform your strategies. Discuss specific metrics you've tracked, like Open Rates or Retention, and how those insights led to actionable changes in your campaigns.
✨Demonstrate Your Customer-Centric Approach
Think about what makes a great customer experience and be ready to share your thoughts. Highlight any past experiences where you’ve improved user journeys or reduced churn, showing that you truly understand the customer’s perspective.
✨Be Ready to Pivot
Zapp operates at a fast pace, so come prepared to discuss how you've adapted strategies quickly in previous roles. Share specific instances where you had to change course and how you managed that transition effectively.