CRM Manager

Big Motoring World; Gillingham; Hybrid; GBP 55,000 - 75,000; Full time

Job summary

Big Motoring World is seeking a highly analytical and strategic CRM Manager to own customer lifecycle communications and shape engagement across every stage of the journey.

You will lead planning, execution, and optimisation of multi-channel campaigns across email, SMS, WhatsApp, and postal channels, designing journeys, building automated flows, and using data-driven insights to personalise messages for better engagement, retention, and conversion.

Qualifications

• Experience owning lifecycle communications.
• Experience designing customer journeys and automated flows.
• Experience with multi-channel campaigns across email, SMS, WhatsApp and postal communications.
• Ability to collaborate with cross-functional teams to align CRM with business goals.

Responsibilities

• Lead planning, execution and optimisation of multi-channel campaigns (email, SMS, WhatsApp, postal).
• Design customer journeys and automated flows to improve engagement and conversion.
• Use data-driven insights to personalise messages and optimise performance.
• Collaborate with digital, IT, sales and call centre teams to ensure CRM activity is integrated across the business.

Skills

Analytical thinking

Strategic mindset

CRM management

Data-driven insights

Tools

CDP

Job description

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.