London, Hybrid (3 days in office)

As the CRM Manager, you will take ownership of customer relationship management efforts. This senior position requires a strategic thinker capable of developing, executing, and optimising CRM strategies to enhance customer engagement, retention, and revenue. You will lead key initiatives, mentor team members, and work collaboratively across departments to elevate the overall customer experience.

Key Responsibilities:

• Develop and lead the CRM strategy to enhance customer engagement and lifetime value.
• Oversee all CRM marketing activities, from planning to execution, ensuring alignment with company goals.
• Design and deliver innovative campaigns and promotions that improve customer satisfaction and drive results.
• Leverage Klaviyo (or similar marketing automation tools) to create and execute effective CRM campaigns.
• Monitor, evaluate, and report on campaign performance, including KPIs like engagement rates, retention, revenue, and ROI.
• Lead the development of customer journeys, ensuring seamless interactions across touchpoints.
• Implement and optimize A/B testing methodologies to refine CRM approaches.
• Create detailed performance reports, presenting findings and actionable recommendations to stakeholders.
• Collaborate with cross-functional teams, including marketing, product, and data teams, to achieve shared objectives.
• Mentor and guide junior team members, fostering a culture of growth and excellence.

The ideal candidate:

• Proven experience in CRM management, preferably in a high-growth startup or fast-paced environment.
• Strong preference for candidates that have worked in either gambling, e-commerce, fast-fashion, or any high-volume transactional environment
• Career history of driving improvements in customer loyalty, frequency rates, average spend, propensity to refer and lifetime value
• Strong analytical and strategic planning skills, with a data-driven approach to decision-making.
• Expertise in CRM tools, platforms, and automation systems.
• A creative mindset with the ability to conceptualize and execute impactful campaigns.
• Exceptional organisational and leadership skills, with experience managing projects and mentoring team members.
• Excellent communication and presentation skills, capable of influencing stakeholders at all levels.
• A proactive attitude with the ability to thrive in a dynamic, evolving environment