CRM Lead

Agria Pet Insurance Limited; Aylesbury; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

25 days annual leave

Pension and Life Assurance

25% pet insurance discount

Health & wellbeing platforms

Birthday day off

Job summary

Agria Pet Insurance Limited is seeking a commercially minded CRM Lead to own Agria's CRM strategy, customer insight, reporting frameworks and marketing automation. The role focuses on data-led campaigns, segmentation, and performance optimization to drive commercial growth, enhance customer value and outcomes.

Hybrid working model with office presence in Aylesbury; collaboration with vets, breeders and welfare partners to improve customer communications and lifecycle management through advanced

Qualifications

• Significant experience in CRM, database marketing or marketing automation.
• Advanced knowledge of segmentation and data-driven marketing.
• Strong analytical and problem-solving skills with ability to derive actionable recommendations.

Responsibilities

• Define, develop and optimise customer lifecycle programmes and CRM capability.
• Own CRM planning, customer insight, reporting frameworks and marketing automation.
• Lead testing, targeting and personalisation strategies to improve outcomes and performance.
• Own customer marketing reporting, insights and performance measurement.
• Collaborate with Marketing, IT, Data and external suppliers on CRM initiatives.

Skills

CRM strategy

Customer analytics

Marketing automation

Segmentation

Data governance

Stakeholder management

Technology partners

AI & automation

Tools

Apteco FastStats

PeopleStage

Job description

Agria Pet Insurance is one of the UK's leading specialist pet insurance providers. We only provide lifetime insurance for animals, so truly understand and care about our customers and their beloved pets - especially as most of our team are pet parents, and we're all animal-lovers. Our passion for pets means that we are trusted by The Royal Kennel Club, Lloyds and many other significant affinity partners to provide lifetime pet insurance in their names.

Working closely with animal welfare organisations, vets and breeders, gives us deep insight on what's best for pets. And we give back too - including supporting hundreds of animal rescues, protectingover 100,000 rescued animals, and through donations of over £2m to animal charities.

We are a strong, growing business, having doubled our GWP in the last 5 years, with a supportive ethos and family feel. We became one of the UK’s Best Workplaces™ in 2023, 2024, 2025 and again in 2026, we have the top 4 slots on Which? Best Buy pet insurance, are ranked 4.8 on Trustpilot (higher than any other pet insurance provider) and we are extremely proud to be the only carbon negative pet insurer in the UK.

The Role:

We're looking for a commercially minded and data-driven CRM Lead to become Agria's subject matter expert for CRM, customer insight and marketing automation.

This is an exciting opportunity to take ownership of our CRM strategy and capability, driving the development, optimisation and performance of our customer communications programmes. You'll play a key role in ensuring customer data, segmentation, reporting and marketing automation are used effectively to deliver commercial growth, enhance customer value and improve customer outcomes.

Combining strategic thinking with hands‑on technical delivery, the CRM Lead will play a pivotal role in shaping Agria's customer marketing capability, using data, insight and automation to enhance customer engagement, improve performance and deliver continuous improvement across the customer lifecycle.

As the CRM Lead, you'll own CRM planning, customer insight, reporting frameworks, marketing automation and data governance, while providing expert guidance on customer targeting, performance optimisation and emerging CRM technologies.

What You'll Be Doing:

CRM Planning & Delivery

• Define, develop and optimise customer lifecycle programmes, ensuring communications are relevant, timely and aligned to customer needs and business objectives.
• Own the planning, development and continuous improvement of Agria's CRM, segmentation and marketing automation capability.
• Translate business objectives into data-led CRM plans that drive customer acquisition, retention and lifetime value.
  Lead testing, targeting and personalisation strategies to improve customer outcomes and commercial performance.

Insight, Analytics & Reporting

• Own customer marketing reporting, insight generation and performance measurement.
• Analyse customer, campaign and commercial data, turning insights into actionable recommendations.
• Identify opportunities to improve customer engagement, retention and overall business performance.
• Develop reporting frameworks that support informed decision‑making and measurable business outcomes.
• Lead the effective utilisation and development of FastStats, PeopleStage and associated CRM technologies.
• Design and deliver complex audience selections, customer segmentations, automated journeys and reporting outputs.
• Drive continuous improvements in CRM processes, data quality and technical capability.
• Stay informed of emerging CRM technologies, automation tools and AI‑driven solutions, identifying opportunities to enhance performance and customer outcomes.

Partner & Stakeholder Management

• Liaise with Paragon DCX and other CRM partners to ensure high‑quality delivery and innovation.
• Act as the key CRM link between Marketing, IT, Data, Compliance and external suppliers.
• Lead CRM‑related projects, translating business requirements into effective technical solutions.
• Collaborate across multiple teams to deliver customer‑focused marketing initiatives and continuous improvement.

What We're Looking For:

We're looking for an experienced CRM professional who combines strong analytical capability with strategic thinking and hands‑on delivery experience.

You’ll bring:

• Significant experience in CRM, database marketing, customer analytics or marketing automation roles.
• Advanced knowledge of customer segmentation, audience management and data‑driven marketing.
• Strong mathematical, analytical and problem‑solving skills, with the ability to interpret complex datasets and identify commercial opportunities.
• Proven experience translating analysis into strategic recommendations and measurable business actions.
• Hands‑on experience using CRM and marketing automation platforms.
• Experience with Apteco FastStats and PeopleStage would be advantageous, although full training will be provided.
• Experience managing external agencies, technology partners and suppliers.
• Experience working closely with IT and MI teams to deliver customer marketing solutions.
  Strong commercial awareness and …
• A growth mindset and genuine interest in emerging technologies, AI and automation, with a desire to apply innovation to deliver both commercial and Consumer Duty outcomes.
• Excellent communication and relationship‑building skills.
  The ability to work towards agreed performance targets and deliver results.
• A versatile and adaptable approach, with the ability to respond quickly to the changing needs of a rapidly developing business.

What we offer:

• 25 days annual leave which increases with service, plus bank holidays and an extra day off for your Birthday!
• Opportunity to buy/sell up to 5 days annual leave per calendar year
• Pension and Life Assurance scheme
• Access to 25% off insuring your pet with Agria. Friends and family are also entitled to a discount too
• We aim to support the health and wellbeing of all our colleagues so you’ll have access to a Health Cash Plan, mental health support and health and wellbeing platforms, including Headspa

Please note, weoperate a hybrid working model, with colleagues attending our Aylesbury office every Wednesday and working remotely for the remainder of the week.