CRM Manager | London, UK

CRM Manager

Job Title
CRM Manager

Job Description

So, who are we?

Hello, we're IG Group. We are a publicly-traded FTSE250 FinTech company who run mobile, web and desktop platforms that help our clients trade stocks & shares, leveraged products, Futures & Options and Crypto.

We are ambitious. Over 340,000 people already use our platforms. We're global with offices in 18 countries and products in 16 regions. We're hungry to move faster, ship better product for our customers and grow our user base. We believe in high autonomy, and we want people who are looking to do things differently in order to create better experiences for our customers.

We work in cross-functional teams and are laser focused on increasing the number of active clients we serve to drive sustainable growth.

The Opportunity

As we accelerate our transformation to unlocking the potential of UK investors, we're looking for a forward-thinking CRM Manager to play a key role in shaping how we engage, retain, and grow our customer base. Reporting into the Head of CRM, you'll bring data-driven creativity and executional excellence to develop CRM campaigns and journeys that drive measurable business outcomes.

Your role in the Team's Success

Collaborate with the Head of CRM to deliver high-impact, insight-led communications and lifecycle programmes that enhance customer experience, improve retention, and boost customer lifetime value. You'll develop strategies and automated workflows that turn prospects into customers and customers into advocates—all while scaling our approach to serve a rapidly expanding audience. This role is central to operationalising the CRM strategy, delivering best-in-class campaigns that align with our growth ambitions.

What you'll do

• Design and implement comprehensive CRM strategy aligned with our ambitious growth targets and evolving customer base
• Build and optimise sophisticated customer journeys that onboard, engage, and reactivate clients across all key lifecycle stages
• Develop segmentation strategies and leverage behavioural, demographic and transactional data to power personalisation and capture customer interest at the key moments that matter
• Own the performance of CRM campaigns, developing a robust test-and-learn framework to improve KPIs such as conversion, engagement, and retention
• Deliver automated, trigger-based journeys through tools like Salesforce Marketing Cloud, Braze or equivalent platforms
• Support the Head of CRM with strategic planning and roadmap execution, providing insights and recommendations to refine the CRM approach
• Create campaign dashboards and reporting that surface actionable insights and demonstrate CRM's commercial impact
• Uphold brand standards across CRM channels, ensuring all communications meet IG's tone, design and compliance requirements
• Educate internal stakeholders on CRM performance and best practices, advocating for a customer-first approach across the business
• Collaborate with cross-functional teams (Product, Compliance, Sales, Data, and Martech) to execute key CRM requests and business initiatives

What you'll need for this role

• Proven experience in end-to-end CRM strategy and campaign management, from briefing and design to deployment and analysis
• Experience mapping complex customer journeys across multiple touchpoints and channels
• Deep understanding of lifecycle marketing concepts and KPI ownership (e.g., onboarding, reactivation, churn reduction)
• Hands-on experience with Customer Engagement tools like Salesforce Marketing Cloud, Braze, or similar
• Excellent stakeholder and project management skills
• Strong analytical mindset with the ability to derive meaningful insights from data and a test-and-learn attitude
• Experience working in financial services or another regulated industry is a bonus

Impact You'll Make

• Transform our customer experience from transactional to relationship-driven
• Build automated journeys that significantly improve conversion rates at each funnel stage
• Create scalable personalisation capabilities that maintain relevance as we grow
• Develop industry-leading approaches that set new standards for engagement in financial services

How we work

We try to take a thoughtful approach to our ways of working as a company. We follow a hybrid working model with 3 days in the office - which we think balances the need to collaborate effectively and connect with each other. When it comes to how we deliver, there are 5 things we want everyone to do to drive high performance, better learning and career satisfaction:

• Lead and Inspire: Drives trust, alignment, and enthusiasm
• Think Big: Focus on the problems that most impact commercial outcomes
• Champion the client: Understand and prioritise client's needs
• Deliver at pace: Push for fast, sustainable growth;
• Raise the bar: Take ownership, be accountable and share feedback

The Perks

Your growth fuels our success! Thrive with tailored development programs, mentoring opportunities with leaders, and clear career progression. Expand your network through committees, sports and social clubs. Enjoy extra time off for volunteering and community work.

As well as having the chance to attend regular social events and join special-interest groups, you get an attractive selection of benefits working with IG:

• Matched giving for your fundraising activity
• Flexible working hours and work-from-home opportunities
• Performance-related bonuses
• Pension, insurance and medical plans
• Career-focused technical and leadership trainings in-class and online, incl. unlimited access to LinkedIn Learning platform
• A day off on your birthday
• Two days' volunteering leave per year

Join us for this exciting journey. Apply now!

Number of openings
1