CRM Manager

Expect opportunities that may include:

• Developing and executing CRM strategies aligned with business objectives and customer lifecycle goals
• Managing customer engagement programmes across email, SMS, push notifications, in-app messaging, and other digital communication channels
• Designing and optimising automated customer journeys, segmentation strategies, and personalised campaigns
• Analysing customer behaviour, campaign performance, and lifecycle metrics to identify opportunities for optimisation and growth
• Driving customer acquisition, retention, reactivation, loyalty, and customer lifetime value initiatives
• Managing CRM platforms and marketing automation systems to ensure efficient campaign execution and data integrity
• Collaborating with Marketing, Digital, Product, Sales, and Data teams to deliver integrated customer experiences
• Conducting A/B testing on messaging, creative, offers, and customer journeys to improve campaign performance
• Developing dashboards and reporting frameworks to provide actionable insights to key stakeholders
• Ensuring CRM activities comply with data privacy regulations and industry best practices
• Staying up to date with CRM trends, customer engagement strategies, and marketing technology innovations

Job Experience and Skills Typically Required:

• Diploma or Degree in Marketing, Business, Communications, Digital Marketing, Commerce, or a related field

Experience

• Minimum 5+ years of experience in CRM, Customer Marketing, Lifecycle Marketing, Retention Marketing, or Marketing Automation
• Proven track record of developing and executing successful CRM and customer engagement strategies
• Experience managing customer segmentation, automated journeys, and personalised marketing campaigns
• Experience working with CRM and marketing automation platforms such as Salesforce Marketing Cloud, HubSpot, Braze, Klaviyo, Microsoft Dynamics, Adobe Campaign, or similar platforms
• Experience analysing campaign performance and customer data to drive continuous optimisation and commercial outcomes

Skills

• Strong knowledge of CRM strategy, customer lifecycle management, segmentation, and personalisation
• Proficiency in CRM platforms, marketing automation tools, and campaign management
• Strong analytical skills with experience interpreting customer data, campaign performance, and retention metrics
• Understanding of customer journey mapping, audience segmentation, A/B testing, and campaign optimisation
• Excellent communication, stakeholder management, and cross-functional collaboration skills
• Strong attention to detail, project management, and problem-solving abilities
• Experience with SQL, Power BI, Tableau, Google Analytics, or other reporting and visualisation tools will be advantageous
• Salesforce, HubSpot, Braze, or other CRM platform certifications will be advantageous

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