CRM manager in e-commerce

Bulk™; Greater London; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Gym membership subsidy

Birthday day off

PerkBox subscription

60% product discount

Pension scheme

Life assurance

Cycle to work

Job summary

Bulk™ is seeking a Senior CRM Manager to lead the channel strategy and lifecycle marketing. You will drive activation, repeat purchases, and LTV by shaping the program across email, SMS, push, and beyond, while leading a small team and partnering with Brand, eCommerce, Data, and Creative to deliver measurable growth.

You will own the roadmap, testing, personalisation, and forecasting, ensuring data quality, GDPR compliance, and brand-aligned tone of voice across markets.

Qualifications

• 7+ years in CRM/Lifecycle Marketing within ecommerce/D2C.
• Experience owning multi-market lifecycle programmes to improve repeat rate and LTV.
• Hands-on with modern ESP/CDP platforms and surrounding stack.
• Strong analytics, cohort reads, incrementality, and testing frameworks.
• Proficiency in email HTML/CSS QA and light SQL/BI tooling.
• Deep knowledge of deliverability and list growth best practices.

Responsibilities

• Define the multi-market CRM strategy across email, SMS, push/in-app, and direct mail where effective.
• Build and own the lifecycle blueprint: onboarding, replenishment, cross-sell/upsell, win-back, loyalty, referrals, and product launches.
• Translate strategy into a quarterly roadmap with hypotheses, testing plans, and revenue/LTV targets.
• Oversee always-on automation and high-impact campaigns from segmentation to post-analysis.
• Champion personalisation and dynamic content to improve relevance and conversion.
• Maintain a disciplined testing culture with robust metrics and insights.
• Partner with Data & Analytics to shape audience strategy and attribution of CRM revenue.
• Lead, coach, and develop CRM Executives; own budgeting and forecasting for CRM.

Skills

CRM/Lifecycle Marketing

Multi-market programme

Analytics & experimentation

HTML/CSS for email

Tools

ESP/CDP (Braze/Klaviyo/Iterable/SFMC/Emarsys)

SQL/BI tools (GA4/BigQuery/Looker/Power BI)

Job description

Описание

At Bulk™, we believe the gym changes everything. It makes you feel stronger, fitter and healthier. For 20 years, we’ve been developing elite sports nutrition products for every type of training. Trusted by Olympic athletes and everyday gym-goers, we help you power through training, push your limits, and achieve more. Join us, and be part of what's next. As Senior CRM Manager at Bulk™, you'll be the architect of the channel's strategy. You'll drive customer activation, repeat purchases, and lifetime value through innovative lifecycle marketing. You'll set the vision, lead a small but mighty team, and partner with key stakeholders across Brand, eCommerce, Data, and Creative to deliver measurable growth.

Задачи

• Define the multi-market CRM strategy across email, SMS, push/in-app (and direct mail where effective), aligned to brand and commercial goals.
• Build and own the lifecycle blueprint: onboarding, replenishment, cross-sell/upsell, win-back, loyalty, referrals, seasonal moments, and product launches.
• Translate strategy into a quarterly roadmap with clear hypotheses, testing plans, and revenue/LTV targets.
• Oversee always-on automation and high-impact campaigns - from segmentation through creative brief, QA, send, and post-analysis.
• Champion personalisation (behavioural, preference, and predictive signals) and dynamic content to improve relevance and conversion.
• Maintain a disciplined testing culture (subject lines, send-time, content, segmentation, offer design, channel mix) with statistically sound reads.
• Partner with Data & Analytics to shape audience strategy, RFM cohorts, and replenishment cadences; ensure accurate attribution and forecasting of CRM revenue.
• Track and report core KPIs: deliverability, open/click-through, conversion, AOV, repeat rate, churn, LTV, list growth, opt-out, and channel ROI.
• Ensure data quality and hygiene; own profiling and preference management to fuel better decisions.
• Be the senior business owner for our ESP/CDP and adjacent tooling (e.g., messaging, onsite personalisation, survey/UGC, loyalty).
• Safeguard deliverability and sender reputation (list hygiene, sunsetting, consent capture, domain authentication: SPF/DKIM/DMARC).
• Lead, coach, and develop three CRM Executives - clear goals, meaningful feedback, and progression pathways.
• Create high-quality briefs and work collaboratively with Performance Marketing, Creative, Brand, Product, and eCom to land integrated customer journeys.
• Own budgeting and forecasting for CRM, ensuring efficient channel spend and confident revenue forecasts.
• Ensure compliance with UK GDPR, PECR, and market-specific privacy laws; partner with Legal/Compliance on consent, retention, and data usage.
• Uphold brand standards and champion an inclusive, customer-first tone of voice.

Требования

• Ideally, you'll have around 7 years in CRM/Lifecycle Marketing within eCommerce/D2C.
• Track record of owning a multi-channel lifecycle programme that improved repeat rate and LTV at scale.
• Hands-on expertise with a modern ESP/CDP (e.g., Braze, Klaviyo, Iterable, Salesforce Marketing Cloud, Emarsys) and the surrounding stack.
• Strong analysis and experimentation chops; comfortable with cohort reads, incrementality, and champion/challenger frameworks.
• Working knowledge of HTML/CSS for email QA, event/identity data, and light SQL or BI tools (e.g., GA4/BigQuery/Looker/Power BI).
• Deep understanding of deliverability and list growth best practices.
• A people-first leader who builds capability, sets high standards, and creates momentum.
• Будет плюсом: Experience with loyalty programmes, referrals, and ambassador/UCG-led journeys; Multi-market CRM (UK + EU) and localisation at scale; Familiarity with MMM/MTA or incrementality testing

Условия

• Monthly Bulk Bank Benefits Allowance including a subsidised Gym Membership
• A day off to celebrate your Birthday
• PerkBox Subscription
• 60% discount on all Bulk™ products
• Flexi Start
• Additional Annual Leave (optional)
• Teammate Pension Scheme
• Life Assurance
• Medicash
• A day off for Volunteering (optional)
• Cycle to Work Scheme
• Enhanced Maternity & Paternity leave and workplace nursery scheme
• Bulk™ Pantry
• Happy Hour Drinks Fridge (Thursdays & Fridays)
• Summer Working Hours