CRM Manager

Explore Learning; England; Hybrid; GBP 45,000 - 65,000; Full time

Benefits offered by this job

22 holiday days

Extra days off

Tuition for children

Membership discount

Staff discounts

Railcard

Counselling services

Wellbeing app

Cycle to work

Tastecard

Private health insurance

Referral bonus

Payroll giving

Parental leave

Pension options

Job summary

Explore Learning is seeking a CRM Manager to own HubSpot-powered customer lifecycle programs and drive retention at scale across the UK. The role focuses on data-driven segmentation, personalised journeys, and cross-channel campaigns.

You will map workflows, define calendars, collaborate with the CRM Exec and Customer Comms Manager, and champion CRM improvements with the dev team. A strong background in lifecycle marketing, GDPR/PECR, and data analysis is essential.

Qualifications

• 4+ years CRM experience, ideally in a subscription or membership business.
• Hands-on experience building workflows, segmentation and automation, and keeping CRM data accurate.
• Strong grasp of lifecycle marketing from prospect nurture through onboarding, retention and win-back.
• Experience across email and push notifications, ideally WhatsApp too, with knowledge of email build standards and deliverability.
• Technical confidence to troubleshoot platform issues and work with developers on integrations.
• Working knowledge of GDPR and PECR as they apply to CRM.
• Strong analytical skills with experience designing tests and tracking performance against KPIs.
• High attention to detail, strong organisation and the ability to manage several priorities.
• Curious, growth-oriented mindset and a passion for continuous improvement.
• A team player with strong communication skills and experience across Product, CX, Engineering and Operations to deliver shared goals.

Responsibilities

• Manage HubSpot, CRM platform, ensuring setup, reliability, and data accuracy.
• Define segmentation, size opportunities and prioritise CRM impact using customer data.
• Design personalised journeys across the full parent lifecycle.
• Map and build workflows and audiences behind each journey and campaign across email, WhatsApp and push notifications.
• Plan the CRM campaign calendar and channels for communications.
• Collaborate with the CRM Exec and Customer Comms Manager to deploy journeys on time.
• Measure CRM performance and report results to leadership and marketing teams.
• Lead test-and-learn approach with clear plans and action from results.
• Act as CRM champion and work with Dev on integrations and roadmap improvements.
• Set email build standards, templates, QA, deliverability, and manage consent across channels.

Skills

HubSpot

CRM management

Lifecycle marketing

Email marketing

Push notifications

GDPR & PECR

Data analysis

A/B testing

Cross-functional collaboration

Attention to detail

Job description

Since 2001, Explore Learning has helped 450,000 families support their children’s progress in maths and English. We're a leading provider of after-school tuition for children aged 4 to 16 in 95 centres across England, Scotland and Wales, and online too. The work our teams do every day makes a measurable difference:

• Our members make 21 months of progress in a single year
• 90% pass their SATs, compared to a national average of 74%
• We were named Private Tutoring Provider of the Year 2025 at the Education Investor Awards
• Families rate us 4.8 stars from 4,000 Google reviews and 4.6 from 2,500 reviews on Trustpilot

Behind every one of those numbers is a team of people who care about helping children grow in confidence and ability.

We're looking for a CRM Manager who is data-driven, customer-centric, solution-oriented and technically confident to manage our customer lifecycle and the HubSpot platform behind it, and find new ways to drive retention and growth at scale.

This is an exciting time to join. You will have the scope to shape how we engage families across their membership and to make a visible impact on our customers and business metrics.

What You’ll Be Doing

• Manage HubSpot, our CRM platform, making sure it is set up correctly, runs reliably day to day and holds accurate data. Spot and resolve platform and workflow issues quickly.
• Use customer data and insight to define segmentation, size opportunities and prioritise where CRM will have the most impact.
• Design personalised journeys across the full parent lifecycle, covering:
• nurturing prospects to trial,
• onboarding families so they see the value of membership early
• growing early-life membership and preventing churn
• winning back lapsed members.
• Map and build the workflows and audiences behind each journey and campaign across email, WhatsApp and push notifications.
• Plan the CRM campaign calendar and set how often, and on which channel, families hear from us.
• Work closely with the CRM Exec and the Customer Comms Manager to get journeys and campaigns live accurately and on time.
• Be accountable for CRM performance, measuring its impact on core business metrics and engagement, reviewing and improving live journeys and campaigns on an ongoing basis, and reporting results clearly to the Head of Retention, the Chief Customer Officer and the wider marketing team.
• Bring a test-and-learn approach, with clear testing plans and a structured way of turning results into action
• Act as the CRM champion and Work with Dev on integrations and lead the roadmap of improvements to the CRM platform.
• Set the standards for how emails are built and sent, including reusable templates, QA checks and deliverability best practice, and make sure consent and preferences are managed in line with GDPR and PECR across every channel.

What You’ll Bring

• At least 4 years of CRM experience, ideally in a subscription or membership business, with HubSpot as an advantage.
• Hands-on experience of building workflows, segmentation and automation, and of keeping CRM data accurate.
• A strong grasp of lifecycle marketing, from prospect nurture through onboarding, retention and win-back.
• Experience across email and push notifications, ideally WhatsApp too, with a solid understanding of email build standards and deliverability.
• The technical confidence to troubleshoot platform issues and work with developers on integrations.
• Working knowledge of GDPR and PECR as they apply to CRM.
• Strong analytical skills, with experience of designing tests and tracking performance against KPIs.
• High attention to detail, strong organisation and the ability to manage several priorities.
• A curious, growth-oriented mindset and a passion for continuous improvement.
• A team player with strong communication skills and experience of working across Product, CX, Engineering and Operations to deliver shared goals.

Logistics

Location: Remote (UK based)

Job Type: Full time, permanent contract.

Please note: Proof of eligibility to work in the UK will be required. Unfortunately we are not able to offer any form of sponsorship.

• Enjoy 22 flexible holiday days each year, plus bank holidays and extra gifted time off between Christmas Eve and the New Year. Further additional holiday is also given based on your length of service.
• You’ll have 3 additional paid days off to take for a personal or religious celebration, wellbeing or a volunteer day.
• We offer fully subsidised tuition for the children of all salaried staff and 50% off Explore Learning membership fees for all immediate relations of staff members.
• Benefit from staff discounts including gym memberships and sportswear, free 16-25 or 26-30 railcard, free counselling services, access to My Possible Self (a wellbeing app), a cycle to work scheme, and a discounted Tastecard.
• An additional length of service reward will give you access to private health insurance with Vitality.
• Take advantage of our referral bonus offering, payroll giving scheme, enhanced parental leave, and pension options.

We are committed to safeguarding and promoting the welfare of children and young people and expect all staff to share this commitment.

Safeguarding is paramount. Our safer recruitment processes are rigorous and designed to deter, identify and reject anyone who may pose a risk to children. Any offer is strictly conditional upon satisfactory references (taken directly from referees) and an Enhanced DBS check.

You must provide a full employment history with all gaps clearly explained and evidenced where required. Any omission, inconsistency or misleading information may result in your application being rejected, an offer withdrawn, or dismissal.

This role is exempt from the Rehabilitation of Offenders Act 1974 (and relevant Exceptions Orders). Relevant disclosures will be required in line with DBS and safer recruitment requirements.