CRM Manager

Big Motoring World Group; Gillingham; On-site; GBP 50,000 - 61,000; Full time

Benefits offered by this job

Employee discount

Free parking

On-site gym

On-site parking

Store discount

Job summary

Big Motoring World Group in Gillingham, Kent, is seeking a highly analytical CRM Manager to own customer lifecycle communications across email, SMS, WhatsApp, and postal channels. You will design journeys, build automated flows, and use data-driven insights to boost engagement, retention, and conversion.

Collaborating with digital, IT, sales, and call centre teams, you will manage data hygiene, segment the database, and support CRM/CDP development while ensuring GDPR compliance and seamless

Qualifications

• 5+ years’ experience in CRM, lifecycle, or database marketing (ideally B2C).
• Strong knowledge of CRM/CDP platforms and automation tools.
• Expertise in segmentation, data management, and data governance.
• Analytical skills with experience in A/B testing and reporting.
• Understanding of GDPR and consent management.
• Strong communication and project management skills.
• Experience training and supporting teams on CRM processes.

Responsibilities

• Map and optimise end-to-end customer journeys across acquisition, retention, and reactivation.
• Deliver multi-channel CRM campaigns and automated workflows.
• Use A/B testing and analytics to improve engagement and performance.
• Manage and segment the customer database, ensuring accuracy and data quality.
• Support CRM/CDP development, triggers, and personalisation rules.
• Integrate CRM with website, app, call centre, and analytics platforms.
• Provide customer insights to sales and aftersales teams.
• Train internal teams on CRM best practices and data standards.
• Ensure GDPR and data governance compliance.

Skills

Data-driven marketing

Cross-functional collaboration

Strong communication

Project management

Analytical skills

Education

Bachelor's degree in Marketing / Business / Analytics

Tools

CRM/CDP platforms

Marketing automation tools

Job description

Location: Gillingham, Kent

Salary:£55,000.00 per year

Job Type: Full Time

Hours: Monday-Friday

Location: Big Motoring World Head Office, Gillingham Business Park, Kent

About The Role

Big Motoring World is looking for a highly analytical and strategic CRM Manager to take ownership of our customer lifecycle communications. This is an exciting opportunity to shape how we engage with customers across every stage of their journey from first enquiry to long-term loyalty.

As our CRM Manager, you will lead the planning, execution, and optimisation of multi-channel campaigns across email, SMS, WhatsApp, and postal communications. You’ll design customer journeys, build automated flows, and use data-driven insights to create personalised, impactful messages that improve engagement, retention, and conversion.

You will manage and segment our customer database, maintain strong data hygiene, and support the development of our CRM and CDP capabilities. Working closely with digital, IT, sales, and call centre teams, you will ensure our CRM activity is seamless, targeted, and fully integrated across the business.

Key Responsibilities

• Map and optimise end-to-end customer journeys across acquisition, retention, and reactivation.
• Deliver multi-channel CRM campaigns and automated workflows.
• Use A/B testing and analytics to improve engagement and performance.
• Manage and segment the customer database, ensuring accuracy and data quality.
• Support CRM/CDP development, triggers, and personalisation rules.
• Integrate CRM with website, app, call centre, and analytics platforms.
• Provide customer insights to sales and aftersales teams.
• Train internal teams on CRM best practices and data standards.
• Ensure GDPR and data governance compliance.

Person specification

You’re a data-driven marketer who loves using technology, insight, and creativity to deliver powerful customer experiences. You’re confident in managing lifecycle campaigns, collaborating with cross-functional teams, and turning customer behaviour into actionable strategies.

Skills & Experience

• Degree in Marketing, Business, Analytics, or related field.
• 5+ years’ experience in CRM, lifecycle, or database marketing (ideally B2C).
• Strong knowledge of CRM/CDP platforms and automation tools.
• Expertise in segmentation, data management, and data governance.
• Analytical skills with experience in A/B testing and reporting.
• Understanding of GDPR and consent management.
• Strong communication and project management skills.
• Experience training and supporting teams on CRM processes.

Why Join Big Motoring World?

• Employee discount
• Free parking
• On-site gym
• On-site parking
• Store discount