CRM Manager

Futureheads; London; On-site; GBP 60,000 - 70,000; Full time

Job summary

A leading company involved in an online B2C marketplace seeks a CRM Manager to enhance customer engagement. The role aims to drive activation, retention, and customer life cycles, working closely with various teams. Candidates should have a strong background in CRM strategies and lifecycle marketing, especially within digital marketplaces or e-commerce.

Qualifications

• Solid experience in a CRM or lifecycle marketing role within B2C.
• Track record of boosting customer retention and engagement.
• Strong knowledge of CRM platforms, segmentation, journey building, and automation.

Responsibilities

• Develop and own the CRM strategy for two core platforms.
• Design and launch personalized onboarding and retention campaigns.
• Track and report on CRM performance and manage CRM tools.

Skills

CRM strategy

Customer retention

Data analysis

Segmentation

Education

Experience in B2C lifecycle marketing

Tools

Salesforce Marketing Cloud

Job description

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Role: CRM Manager
Client: B2C Marketplace
Location: South-West London; office based
Salary: £60-70k
RTW: All candidates must have full UK right to work

We’re working with an online marketplace that are shaking up how people buy and sell collectibles. With continued growth, they’re now seeking a CRM Manager who can help to keep their community of buyers and sellers engaged, happy, and coming back for more. This role will suit someone who wants to be creative with their strategies, enjoys experimentation and has the confidence to communicate their rationale to senior stakeholders.

This person will take the lead on all things customer lifecycle for their platforms and will build and run CRM strategies that drive activation, engagement and retention. Working at the intersection of marketing, product, sales, and development teams, this is a key hire for the business. Reporting to the Head of Growth, you’ll manage an email marketing specialist.

Here’s what you’ll be doing:

• Develop and own the CRM strategy for our clients’ two core platforms supporting both buyers and sellers.
• Design and launch personalized onboarding, reactivation, and retention campaigns to boost conversions and customer lifetime value.
• Map out customer journeys and segment users to spot and act on new opportunities.
• Dive into data to test ideas, optimise campaigns, and make decisions that drive results.
• Explore AI tools to deliver more personalized, predictive, and automated customer experiences.
• Be the voice of the customer, making sure their needs and behaviours are at the heart of decision making.
• Mentor and manage an Email Specialist, keeping our clients’ campaigns fresh and effective.
• Track and report on CRM performance, from engagement stats to revenue impact.
• Review and manage CRM tools and platforms (Salesforce Marketing Cloud experience is a bonus!).
• To hit the ground running in this role, you’ll need:
• Solid experience in a CRM or lifecycle marketing role within B2C, ideally with a digital marketplace or e-commerce company.
• A track record of boosting customer retention and engagement through smart CRM strategies that tie back to revenue.
• Strong knowledge of CRM platforms, segmentation, journey building, and automation.
• Great communication skills and the ability to work well with both technical and non-technical teams.
• A customer-first attitude and a real passion for delivering relevant, engaging experiences.
• Analytical thinking and commercial savvy—you know how to use data to guide your decisions.

We encourage applicants from all backgrounds, so if there is anything we can do to make our recruitment processes better for you and to allow you to show your best self, let us know. We also understand that some people require extra time to complete assessments, require alternative application methods and can also benefit from having interview questions or a guide to the type of questions pre-interview. We are open to any suggestions or requests that you may have and are always looking for creative ways to assess talent. Our commitment to you is that you should always feel safe and secure when you’re working with us. Futureheads is a B Corp accredited digital recruitment agency based in London. We specialise in recruiting permanent, contract and freelance digital and tech professionals in creative, data, design, digital marketing, engineering, product, project and programme management, UX and service design jobs.