CRM Manager

Get Recruited; Leeds; On-site; GBP 42,000 - 64,000; Full time

Job summary

Get Recruited is seeking an experienced CRM Manager to own the customer lifecycle across onboarding, retention and reactivation. You’ll manage CRM across email, SMS, WhatsApp and direct mail with a strong test-and-learn approach.

Based in Leeds, you’ll work within the Customer Experience and Product team to optimise segmentation, personalisation and campaign performance, driving loyalty and reducing churn. Experience with Iterable, Klaviyo or Braze is preferred, along with mentoring a CRM

Qualifications

• Strong CRM and lifecycle marketing experience within a DTC or subscription-based business.
• Experience building and optimising automated customer journeys.
• Good understanding of retention, reactivation and loyalty strategies.
• Hands-on experience with major CRM platforms.
• Experience running campaigns across email, SMS and direct marketing channels.
• Strong knowledge of segmentation, personalisation and behavioural triggers.
• Experience with A/B testing and data-driven decisions.
• Commercial mindset with understanding of metrics like LTV, churn and AOV.
• Ability to oversee CRM strategy while delivering campaigns.
• Knowledge of HTML and design software helpful.

Responsibilities

• Taking ownership of automated customer journeys across onboarding, nurture, retention, loyalty and re-engagement.
• Managing CRM activity across email, SMS, WhatsApp and direct mail, ensuring relevant communications at the right time.
• Developing a strong test-and-learn approach across messaging, content, timings and customer journeys.
• Building and improving customer segmentation and personalisation using behavioural, transactional and customer data.
• Creating triggered campaigns based on customer behaviour and identifying new ways to improve engagement.
• Reviewing campaign performance and using results to continually improve CRM activity.
• Producing monthly CRM reporting and sharing insights with senior stakeholders.
• Building email templates within the CRM platform and coordinating with the creative team.
• Managing the CRM communications calendar and balancing campaigns with new opportunities.
• Developing retention and reactivation campaigns to reduce churn and win back customers.
• Using CRM activity to increase engagement, repeat purchases, attachment rates and AOV.
• Managing and mentoring a CRM Executive to support day-to-day activities.

Skills

CRM & lifecycle marketing

Automated journeys

Segmentation & personalisation

A/B testing

Campaign metrics (LTV, churn, AOV)

Stakeholder collaboration

Communication skills

Tools

Iterable

Klaviyo

Braze

HTML basics

Job description

Get Recruited are recruiting on behalf of a fast growing DTC business who are looking for an experienced CRM Manager to take ownership of the customer lifecycle and help improve how customers are engaged, retained and reactivated.

Working as part of the wider Customer Experience and Product team, you'll manage CRM activity across email, SMS, WhatsApp and direct mail. This is a good mix of strategy and hands-on delivery. You'll use customer data and insight to understand different audiences, improve personalisation and continually test what works. Ultimately, you'll be looking at ways CRM can increase loyalty, reduce churn and improve customer lifetime value.

This is a great opportunity for someone from a CRM Manager, Senior CRM Executive, CRM Manager, CRM & Retention Manager, CRM & Lifecycle Manager, Customer Lifecycle Manager, CRM & Loyalty Manager, CRM Lead or similar.

The Role:

• Taking ownership of automated customer journeys across onboarding, nurture, retention, loyalty and re-engagement.
• Managing CRM activity across email, SMS, WhatsApp and direct mail, making sure customers receive relevant communications at the right time.
• Developing a strong test-and-learn approach across messaging, content, timings and customer journeys.
• Building and improving customer segmentation and personalisation using behavioural, transactional and customer data.
• Creating triggered campaigns based on customer behaviour and identifying new ways to improve engagement.
• Reviewing campaign performance and using the results to continually improve CRM activity.
• Producing monthly CRM reporting and sharing performance and key insights with senior stakeholders.
• Building email templates within the CRM platform and working alongside the creative team to make campaign creation quicker and more efficient.
• Managing the CRM communications calendar and balancing planned campaigns with new opportunities as they come up.
• Developing retention and reactivation campaigns aimed at reducing churn and winning back cancelled or lapsed customers.
• Using CRM activity to increase engagement, repeat purchases, attachment rates and average order value.
• Managing and supporting a CRM Executive, helping with their development while making sure day-to-day activity runs smoothly.

The Person:

• Strong CRM and lifecycle marketing experience within a DTC or subscription-based business.
• Experience building and optimising automated customer journeys.
• A good understanding of customer retention, reactivation and loyalty strategies.
• Hands-on experience with CRM platforms such as Iterable, Klaviyo, Braze or similar.
• Experience running campaigns across email, SMS and other direct marketing channels.
• Strong knowledge of segmentation, personalisation and behavioural triggers.
• Experience with A/B testing and using campaign data to make decisions.
• A commercial mindset and a good understanding of metrics such as customer lifetime value, churn, repeat purchase rate and AOV.
• The ability to look at the bigger CRM strategy while still being comfortable getting involved in campaign delivery.
• Some knowledge of HTML and design software would be useful, particularly when creating and editing email templates.
• Strong communication skills and the confidence to work with different teams and senior stakeholders.
• Previous experience managing, mentoring or developing another member of a CRM team.