CRM Automation Manager

TN United Kingdom; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Join a leading organization as a CRM Automation Manager, where you'll enhance member engagement through innovative automated lifecycle journeys. This role involves working with data and technical systems to deliver personalized communications, contributing to a mission that supports the Blue Light community. You will collaborate with various teams to implement real-time strategies and optimize engagement across multiple channels, ensuring a rewarding experience for members.

Benefits

Hybrid working and flexible hours

25 days annual leave plus an additional day off for your birthday

Company bonus scheme

BUPA medical insurance

Enhanced parental leave

Employee assistance programme

Onsite gym at HQ

Regular company-wide recognition events

Great social events

Relaxed dress code

Qualifications

• Strong hands-on experience using Braze to build and optimize multi-channel campaigns.
• Experience in CRM automation or lifecycle marketing.

Responsibilities

• Build and maintain automated customer lifecycle journeys across email and push notifications.
• Lead integrations between Braze and external partners.
• Own the setup and interpretation of key CRM metrics.

Skills

CRM Automation

Lifecycle Marketing

API Integration

Data Handling

Problem Solving

Tools

Braze

CMS

Job description

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Blue Light Card. Individually great, together unstoppable

The Role and the Team

We have an opportunity for an experienced CRM Automation Manager to join our CRM team and drive CRM efficiency and relevancy through scalable automation, personalisation, and technical innovation.

You’ll be joining us at an exciting time in our growth journey where you'll build and maintain automated lifecycle journeys across email, push, and in-app messaging, ensuring our members receive timely and relevant communications throughout their journey.

This is a rewarding opportunity to play a pivotal role in a highly data-led, member-focused organisation, directly contributing to a company that gives back to the Blue Light community.

What You’ll Do

• Build and maintain automated customer lifecycle journeys across email, push notifications, and in-app messaging to drive engagement, retention, and overall member satisfaction
• Own the technical campaign reasoning and execution within Braze (our CRM), ensuring that campaigns are personalised effectively, and delivered to the right segments at the right time
• Implement real-time personalisation strategies and establish new frameworks to deliver relevant, personalised content to members based on their behaviour and preferences
• Lead integrations between Braze and external partners as well as our product/data systems like our CMS, partnering with technical teams to ensure seamless data flow, robust event tracking, and a 360° view of the customer for CRM purposes
• Set up and manage API-triggered transactional messages for new product verticals, working closely with Tech and Product teams to introduce and optimise real-time communications that enhance the user experience
• Continuously explore and develop new channels within our CRM strategy (e.g., new messaging platforms or in-app features) to broaden our reach and improve member engagement, staying ahead of industry trends and best practices in customer communication
• Own the setup, tracking, and interpretation of key CRM metrics (e.g., conversions, engagement, A/B test results) to ensure performance is accurately measured and clearly reported

What You’ll Bring

• Experience in CRM automation or lifecycle marketing, with strong hands-on experience using Braze to build and optimize multi-channel campaigns
• Highly technical and comfortable working with APIs, event-based communication triggers, and marketing technology systems
• Adept at handling data feeds, integrations, and setting up complex campaign logic
• A self-starter who is resourceful in finding innovative solutions when obstacles arise
• Naturally curious with a strong ownership mindset – you love diving into new tools and trends, experimenting with features, and take full accountability for projects

We would also love if you bring any of the following

• Experience with Braze's Connected Content and Liquid, with the ability to troubleshoot or understand how they work in practice
• CRM to CMS Integration experience or troubleshooting ability

Our Culture

Our mission is simple – make heroes happy. Our members are the real-life heroes who keep us all safe, cared for, and thriving. It’s what gets us up in the morning and pushes us to go further, think bigger, and create something that truly matters. By focusing on their happiness, we create amazing experiences, deliver unrivalled discounts, innovative products, and world-class service.

We don’t just follow the usual path - we look for smarter, bolder ways to deliver real impact. We take ownership, move fast, and work shoulder to shoulder to build something special.

We’re committed to building a diverse and inclusive team where everyone feels they belong. Different perspectives and experiences help us grow, innovate, and better reflect the communities we serve.

We promote hybrid working, and value in-person collaboration so encourage time in our offices, where you can make the most of our fully stocked snack drawers – either at the HQ in Leicestershire, or London, Holborn office. The frequency and office location will vary depending on the role and team, we aim to be flexible, but we aren’t able to offer fully remote working.

What We Offer

• Hybrid working and flexible hours
• Free parking and EV charging onsite at HQ
• 25 days annual leave plus an additional day off for your birthday, and a buy and sell holiday scheme of up to 5 days
• A company bonus scheme
• Your own Blue Light Card and exclusive access to thousands of discounts
• Generous funded BUPA medical insurance covering pre-existing conditions
• Enhanced parental leave and absence leave
• Employee assistance programme (including mental health support) and mental health first aiders
• Great social events e.g., festive party, summer party, team socials, sports matches
• Regular company-wide recognition events e.g., Monthly Light’s Up and The Shine awards
• Relaxed dress code and modern office space (games area, chill-out areas, bookclub, free drinks/snacks)
• Onsite gym at HQ (including access to free HIIT & stretch classes)