CRM Manager

Flagstone; London; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A financial technology company in London is seeking a Retention Manager to develop and optimise customer retention strategies. You will work closely with cross-functional teams to drive loyalty and reduce churn. The ideal candidate will have 3-5 years of experience in CRM marketing, with a strong focus on multi-channel campaigns. This role offers competitive benefits, including private healthcare and a £1,000 learning bursary.

Benefits

Private healthcare

Life insurance

Dental/optical care

Matched pension contributions

Income protection

Annual learning bursary

Generous holiday allowance

Gym discount

Qualifications

• 3-5 years of experience in CRM marketing with a strong focus on customer retention.
• Experience with CRM systems and multi-channel marketing platforms.
• Strategic and creative mindset with a passion for enhancing customer experience.

Responsibilities

• Develop and implement data-driven retention strategies across the customer lifecycle.
• Design, execute, and optimise multi-channel campaigns focused on customer retention.
• Provide regular reports and actionable insights to the leadership team.

Skills

CRM marketing experience

Data-driven strategy development

Multi-channel marketing

Customer loyalty focus

Campaign performance analysis

Tools

Salesforce Marketing Cloud

Job description

What is Flagstone?

Flagstone is many things. An online savings platform, reinventing how individuals, businesses, and charities manage, protect, and grow their cash. A diverse group of people, bound by a collaborative spirit, and shared purpose. And lastly, a thriving, profitable business – where smart people do their best work.

Each definition shares a common thread: our unique culture. It’s our pride and joy. And our competitive advantage.

A feel for our culture

To revolutionise the savings market, we need to be at our best. But high performance takes more than talent – it takes a culture of kindness, respect, and growth.

That’s why we’re building a diverse, inclusive community, where your voice is heard and valued. Where, with close support and room to develop, you can surpass even your own expectations. And be rewarded for it.

We may not change the world, but we can change the world of financial technology. And all it takes is a winning mix of drive, talent, and empathy. Our culture celebrates all three.

But enough about us. Let’s talk about you.

Does this sound like you?

As the Retention Manager, you’ll be responsible for developing, executing, and optimising customer retention strategies that drive loyalty, reduce churn, and increase customer lifetime value. As a key member of our CRM Marketing team, you’ll work closely with cross-functional teams to ensure that our retention initiatives support overall business objectives and deliver measurable results.

What you’ll do

• You’ll develop and implement data-driven retention strategies across the customer lifecycle.
• You’ll define and monitor key performance indicators (KPIs) such as retention rate, churn rate, and customer lifetime value.
• You’ll design, execute, and optimise multi-channel campaigns (email, SMS, push notifications, in-app messages) focused on customer retention.
• You’ll collaborate with product, customer support, and other relevant teams to ensure cohesive campaign execution.
• You’ll analyse campaign performance to identify trends, opportunities, and areas for improvement.
• You’ll provide regular reports and actionable insights to the leadership team.
• You’ll stay current with industry trends and best practices in CRM and retention marketing.

What you’ll bring

• 3-5 years of experience in CRM marketing with a strong focus on customer retention.
• Experience with CRM systems and multi-channel marketing platforms (Salesforce Marketing Cloud preferred).
• Demonstrated success in developing and executing retention campaigns.
• Knowledge of automation, segmentation, and personalisation strategies.
• Experience in both B2B and B2C environments is a plus.
• A strategic and creative mindset with a passion for enhancing customer experience.

How we reward you

At Flagstone, the benefits extend beyond false gifts like “fruit and snacks”. Instead, we invest in your health, wealth, and professional development. Here’s a selection of our benefits:

• Private healthcare
• Life insurance (four times your annual salary)
• Dental/optical care
• Matched pension contributions (5%)
• Income protection
• Around the World in 90 days (remote working possibility)
• £1,000 annual learning bursary
• 25 days holiday (plus bank holidays)
• Remote working kit, for when you're not in the office
• Access to our platform, at no cost
• Additional 3 days community and charity leave each year
• Quarterly half days for Wellness leave
• Flexible bank holidays
• Gym discount

All are welcome.

At Flagstone, we’re assembling a diverse team that defies our industry’s norms. Think this role could suit you? We encourage you to apply, no matter your background.