CRM Manager

NW5 1LP Full-time



The CRM Manager will in effect be a member marketing role – delivering a marketing campaign to our current user base designed to improve conversion, ongoing card usage and customer retention. This includes idea generation, proposal preparation, overseeing the production process and execution. This is a highly collaborative and hands on role, requiring the post-holder to identify and liaise with relevant stakeholders across the business. 


You will develop a data oriented multi channel strategy that will enable us to understand our users and engage with them much more effectively via all channels. You will own the data segmentation and consumer analysis as well as developing the strategy for the end marketing campaigns, with the aim of increasing engagement, and identifying any upsell opportunities with existing customers.


Key Responsibilities


  • To work with marketing, customer support and product to devise an appropriate CRM strategy including email, SMS and push notification and then implement this via digital marketing programmes.
  • Set processes for automatic campaigns focusing on user conversion, engagement and retention
  • Analyse and create customer segments across different marketing channels
  • Use data to define key touch points in the customer journey
  • Implement triggered push notifications from scratch
  • Devising plans to increase repeat usage from existing customers
  • Lead CRM analysis, reporting and insight to maximise customer lifecycle value and conversion
  • Set up a reporting methodology and apply it to analyse CRM results

Must have

  • Bachelor’s degree or equivalent experience
  • 3-5 years’ experience in a similar CRM role
  • Strong understanding of relationship marketing and loyalty
  •  Proactive approach and experience in delivering CRM focussed marketing plans and maximizing customer lifetime values
  • Proven track record at using campaign data and customer insight to understand the value of marketing campaigns and promotions
  • Experience of working with mobile and apps and driving conversion through mobile platforms
  • Highly numerate, able to dissect large volumes of data
  • Experience of working with small, fast moving, start-up environment
  • Experience with A/B testing and copywriting
  • Ability to balance an intense attention to detail with swift execution
  • Experience developing and managing a dynamic consumer membership base




  • Working knowledge of SQL
  • Experience with Quicksight
  • Languages - French/Spanish/Italian