CRM Manager

The Collecting Group; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in the online auction space seeks a CRM Manager to drive user activation and retention strategies across its platforms. The role requires strong analytical skills and a customer-first mindset to enhance the buyer and seller experience. You'll collaborate with cross-functional teams and lead CRM initiatives to optimize customer journeys and engagement.

Benefits

25 days holiday

Private medical insurance

Company pension contribution

Professional development resources

Annual Learning & Development budget

Monthly social budget

Qualifications

• Proven experience in a CRM or lifecycle marketing role.
• Strong understanding of CRM platforms and customer segmentation.
• Experience managing and developing direct reports.

Responsibilities

• Develop and own the CRM strategy across both platforms.
• Design and implement personalised onboarding and retention campaigns.
• Monitor and report on CRM performance and KPIs.

Skills

Customer-first mindset

Analytical thinking

Communication

Tools

Salesforce Marketing Cloud

Job description

The Collecting Group (TCG) is the force behind two of the most exciting online auction platforms, Collecting Cars and Watch Collecting. We’re redefining the experience of buying and selling enthusiast cars and collectible watches globally. As we continue to scale, we're looking for a CRM Manager to help nurture, retain, and re-engage our growing community of buyers and sellers.

The Mission

We’re seeking a commercially minded, data-driven CRM Manager to own and optimise the customer lifecycle across both our platforms. You’ll be responsible for building and executing CRM strategies that drive user activation, retention , and engagement, guiding customers from first touch through to becoming active sellers and repeat buyers. Success metric stretches from engagement through to contribution towards the bottom line.

This cross-functional role sits at the intersection of marketing, product, sales, and development, requiring a proactive individual who thrives in a fast-paced, collaborative environment. You’ll lead the planning and implementation of multi-channel journeys (primarily email), working closely with an Email Specialist under your management.

The Challenge

• Develop and own the CRM strategy across Collecting Cars and Watch Collecting, supporting both seller and buyer journeys.
• Design and implement personalised onboarding, reactivation, and retention campaigns to drive conversion and lifetime value.
• Own customer journey mapping and segmentation strategies to identify and act on opportunities across the funnel.
• Collaborate with product and development teams to integrate CRM touchpoints seamlessly across the platforms.
• Work with the sales team to support lead nurturing and pipeline activation efforts.
• Use data and analytics to drive decisions, test hypotheses, and optimise campaign performance.
• Adopt AI tools where applicable to help deliver more personalised, predictive, and automated customer experiences.
• Be the internal customer advocate, championing customer needs and behaviours in decision-making processes.
• Manage and mentor an Email Specialist, ensuring best practices are maintained across all campaigns.
• Monitor and report on CRM performance and KPIs for campaigns and initiatives, stretching from engagement metrics to revenue.
• Evaluate and manage CRM tools and platforms; Salesforce Marketing Cloud experience is a bonus but not essential.

The Specs (What We'll Need From You)

• Proven experience in a CRM or lifecycle marketing role, ideally in a digital marketplace or e-commerce environment.
• Demonstrated success in driving customer retention and engagement through strategic CRM initiatives and journeys, which ties back to revenue contribution.
• Strong understanding of CRM platforms, customer segmentation, journey building, and automation.
• Ability to work cross-functionally and communicate effectively with technical and non-technical teams.
• Experience managing and developing direct reports.
• Customer-first mindset with a passion for delivering relevant and engaging experiences.
• Analytical thinker with strong commercial acumen to use data to guide decisions.
• Experience with Salesforce Marketing Cloud or similar is a plus.

The Pit Stop:

Parsons Green, London. You'll be predominantly based here, our London HQ. You'll need full UK working rights (sorry, we're unable to provide sponsorship for this position).

The Fuel:

• 25 days holiday (plus an additional day each year after 2 years tenure).
• Private medical insurance for you and your family with Vitality.
• Company pension contribution.
• Access to professional development resources and opportunities.
• Annual Learning & Development budget to support your professional growth.
• Monthly social budget to enjoy team activities and build connections.

The Finish Line:

If you're a results-driven CRM Manager with a passion for connecting with customers, and have a proven track record of executing CRM strategies that drive user activation, then we want you on our team!

Ready to Shift Gears?

Apply now and let's accelerate The Collecting Group's growth together.