CRM Manager

Gold Group; Croydon; Hybrid; GBP 40,000 - 45,000; Full time

Benefits offered by this job

Salary 40k-45k

25 days holiday

Pension Plan

Career Progression

Flexible working

Hybrid Work - 2 days in office

Job summary

Gold Group is seeking a talented CRM Manager to join our marketing team in Croydon on a hybrid basis. You will turn customer insight into highly targeted campaigns that drive engagement, retention and long-term value.

With 3+ years in CRM or lifecycle marketing, you will own segmentation, lifecycle planning and multi-channel activation across email, direct mail, digital and paid media, delivering clear, actionable insights to stakeholders.

Qualifications

• 3+ years' experience in CRM, Customer Marketing, Lifecycle Marketing or a data-driven marketing role.
• Strong experience building and activating customer segments.
• Solid understanding of customer lifecycle marketing (acquisition, onboarding, retention, reactivation and loyalty).
• Experience with CRM platforms, marketing automation tools, CDPs or customer databases.
• Strong analytical and problem-solving skills with the ability to interpret large datasets.
• Experience working with channel specialists across email, direct mail, digital and paid media.
• Excellent stakeholder management and communication skills.
• Commercial mindset with ability to turn data into actionable recommendations.
• Strong understanding of GDPR, PECR and customer data governance.
• Passion for measurement, testing, optimisation and continuous improvement.

Responsibilities

• Analyse customer, behavioural, engagement and booking data to understand trends and opportunities.
• Build and enhance customer segments based on lifecycle stage, behaviour, engagement, frequency, recency and value.
• Identify high-value audiences and opportunities to drive retention and lifetime value.
• Deliver actionable insights and recommendations to marketing stakeholders.
• Support development of behavioural, propensity and value-based models.
• Collaborate with Data and BI teams to improve data accessibility and quality.
• Shape and develop the customer lifecycle strategy from acquisition to loyalty and reactivation.
• Identify moments in the customer journey for effective marketing interventions.
• Develop audience strategies aligned to lifecycle stages and always-on programmes.
• Translate insights into defined audiences for campaign execution.
• Partner with Email, Direct Mail, Digital and Paid Media teams to deliver targeted activity.
• Create audience briefs detailing targeting logic and campaign objectives.
• Support integrated, multi-channel campaigns and customer journey initiatives.
• Ensure targeting aligns with permissions and customer experience objectives.
• Establish and monitor CRM performance KPIs.
• Analyse campaign performance to identify drivers of engagement and retention.
• Develop and execute test-and-learn programmes across segmentation, messaging and channels.
• Measure campaign impact and customer behaviour changes beyond standard metrics.
• Produce regular reporting, trend analysis and recommendations.

Skills

CRM

Lifecycle marketing

Data analytics

Segmentation

Campaign activation

Stakeholder management

GDPR knowledge

Marketing automation

Multichannel marketing

Measurement & testing

Job description

CRM Manager

Croydon: Hybrid

Salary: £40,000 - £45,0000 + Benefits

Drive Customer Insight. Shape CRM Strategy. Deliver Meaningful Growth.

We're working with an ambitious and customer-focused organisation seeking a talented CRM Manager to join their growing marketing team. This is an exciting opportunity for a commercially minded, data-driven marketer who thrives on turning customer insight into highly targeted, impactful marketing activity.

Sitting at the heart of customer data, segmentation, lifecycle marketing and campaign activation, you'll play a key role in helping the business better understand its customers and create more personalised experiences that drive engagement, retention, repeat purchase and long-term customer value.

This position would suit an experienced CRM, Customer Marketing or Lifecycle Marketing professional who enjoys analysing customer behaviour, uncovering opportunities and influencing broader marketing strategy through actionable insight.

The successful CRM Manager can expect:

• Salary: £40,000 - £45,000 per annum
• 25 day's holiday
• Pension Plan
• Career Progression
• Flexible working
• Hybrid Working - In the office 2 days per week

Customer Insight & Segmentation

• Analyse customer, behavioural, engagement and booking data to understand customer trends and identify growth opportunities.
• Build, maintain and enhance customer segments based on lifecycle stage, behaviour, engagement, frequency, recency and value.
• Identify high-value audiences and opportunities to drive retention, repeat purchase and customer lifetime value.
• Deliver actionable customer insights and recommendations to marketing stakeholders.
• Support the development of behavioural, propensity and value-based models.
• Work collaboratively with Data and BI teams to improve customer data accessibility and quality.

CRM & Lifecycle Marketing

• Help shape and develop the customer lifecycle strategy from acquisition through to loyalty and reactivation.
• Identify key moments within the customer journey and recommend effective marketing interventions.
• Develop audience strategies aligned to different lifecycle stages.
• Support the rollout of always-on lifecycle and retention programmes.
• Identify opportunities for greater personalisation and next-best-action marketing.

Campaign Activation

• Translate customer insights into clearly defined audiences for campaign execution.
• Partner with Email, Direct Mail, Digital and Paid Media teams to deliver targeted marketing activity.
• Create audience briefs detailing targeting logic, exclusions, customer insights and campaign objectives.
• Support integrated, multi-channel campaigns and customer journey initiatives.
• Ensure campaign targeting aligns with communication preferences, permissions and customer experience objectives.

Measurement & Optimisation

• Establish and monitor CRM performance KPIs.
• Analyse campaign performance to identify drivers of engagement, conversion and retention.
• Develop and execute test-and-learn programmes across segmentation, messaging and channels.
• Measure campaign impact and customer behaviour changes beyond standard marketing metrics.
• Produce regular reporting, trend analysis and performance recommendations.
• upport forecasting and business case development for future CRM initiatives.

In order to be the successful CRM Manager and have a chance to gain such an exciting opportunity you will ideally need to have the following:

• 3+ years' experience in CRM, Customer Marketing, Lifecycle Marketing or a highly data-driven marketing role.
• Strong experience building and activating customer segments.
• A solid understanding of customer lifecycle marketing, including acquisition, onboarding, retention, reactivation and loyalty.
• Experience working with CRM platforms, marketing automation tools, CDPs or customer databases.
• Strong analytical and problem-solving skills with the ability to interpret large datasets.
• Experience working with channel specialists across email, direct mail, digital and paid media.
• Excellent stakeholder management and communication skills.
• A commercial mindset with the ability to turn data into actionable recommendations.
• Strong understanding of GDPR, PECR and customer data governance.
• A passion for measurement, testing, optimisation and continuous improvement.

This really is a fantastic opportunity for a CRM Manager to progress their career. You'll work on exciting technology initiatives, collaborate with talented teams across the business, and have the opportunity to influence products and processes in a fast-paced and innovative environment.

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