CRM Manager (MAT cover)

Cerebras; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Funko is seeking a highly experienced CRM Manager – EMEA based in London. You will lead the strategy and execution of CRM and lifecycle programs across email, SMS and owned channels, with a focus on the UK market.

You will partner with global teams to align campaigns while tailoring activities to regional audience behaviours and regulatory requirements. You will manage the EMEA CRM team, drive personalization, segmentation and automation, and own regional experimentation to improve LTV and

Qualifications

• Significant experience in CRM and lifecycle marketing.
• Proven ability to drive retention, engagement and revenue growth.
• Strong segmentation, automation and personalization capabilities.
• Experience leading cross-functional teams and agencies.

Responsibilities

• Develop and own the EMEA lifecycle marketing strategies.
• Manage regional CRM calendar and roadmap aligned with global campaigns.
• Localize campaigns for regional nuances and cultural moments.
• Partner with acquisition, digital and customer service teams for end-to-end experiences.
• Define advanced segmentation using first-party data.
• Own regional experimentation roadmap and test-and-learn approach.
• Act as regional CRM expert across platforms (Klaviyo, Wunderkind).
• Oversee CRM tools, integrations and platform rollouts.

Skills

CRM & lifecycle marketing

Personalisation & segmentation

Data-driven decision making

Cross-functional collaboration

Analytics

Team leadership

Project management

Stakeholder management

Clear communication

Tools

Klaviyo

Wunderkind

CDP

Job description

Description

LOCATION: London, Hammersmith

WORKING PATTERN: Mon - Fri (37.5 hours), Eligible for virtual working / flexible working

reports to: senior director, retention & content

Role Purpose

The CRM Manager – EMEA will lead the strategy and execution of Funko’s CRM and lifecycle marketing programs across the EMEA region, with a primary focus on the UK market. This role is responsible for driving customer engagement, retention, and lifetime value through localized, data-driven, and personalized fan experiences across email, SMS (including WhatsApp) and emerging owned channels.

Reporting into global retention leadership, this role will partner closely with US counterparts to ensure global alignment while tailoring strategies to regional audience behaviours, regulatory requirements, and commercial priorities.

This role will oversee the EMEA CRM team and be responsible for scaling lifecycle programs, advancing personalization, and supporting Funko’s continued international growth across Funko.com and Loungefly.com.

What You’ll Do:

Strategic Ownership

• Develop and execute EMEA-specific lifecycle marketing strategies that drive engagement, retention, and revenue growth.
• Own the regional CRM calendar and roadmap, ensuring alignment with EMEA commercial priorities while maintaining consistency with global campaigns and brand standards.
• Localize global campaigns and lifecycle programs to reflect regional nuances, audience behavior, and cultural moments.
• Partner cross-functionally with global and regional teams (acquisition, digital, customer service) to deliver a seamless end-to-end customer experience
• Leverage CDP and first-party data to define advanced segmentation, personalization, and automation strategies that drive LTV growth
• Own the regional experimentation roadmap, embedding a test-and-learn approach to continuously optimize performance and inform global best practices

Technical and Platform Expertise

• Act as the regional CRM expert across platforms (Klaviyo, Wunderkind, etc.), translating first-party data into actionable strategies in partnership with analytics and CDP teams
• Own and optimize CRM tools and integrations, identifying opportunities to improve performance, scalability, and efficiency
• Support global platform rollouts and ensure successful adoption across the EMEA team

Team Leadership

• Provide strategic direction while empowering the EMEA CRM team to execute day-to-day campaign management and automation programs.
• Partner with global retention leadership to align on priorities, ways of working, and team development
• Act as the senior CRM stakeholder for EMEA in cross-functional planning and decision-making

Analytics, Reporting, and Budget

• Own regional CRM performance reporting, defining KPIs across engagement, conversion, retention, churn, and CLV
• Analyse performance and translate insights into actionable strategies that drive incremental revenue and efficiency
• Partner with global teams to standardize reporting frameworks while incorporating regional insights and contributing to global knowledge-sharing
• Support forecasting and budget management for CRM programs, including messaging costs and vendor investments

Cross-Functional Alignment and Expansion

• Collaborate with regional acquisition, eCommerce, and brand teams to align messaging and campaign strategies.

What You’ll Bring:

• Significant experience in CRM and lifecycle marketing, with a proven track record of driving retention, engagement, and revenue growth
• Strong commercial insight, with experience owning or influencing revenue targets, forecasting, and performance metrics
• Deep understanding of CRM strategy, including segmentation, automation, personalisation, and customer lifecycle management
• Hands-on experience with leading CRM platforms (e.g. ESPs, CDPs) and a solid understanding of data structures and customer data usage
• Advanced analytical skills, with the ability to translate data into strategic insight and clear business recommendations
• Experience leading, mentoring, or managing teams and/or agencies
• Excellent stakeholder management skills, with the ability to influence at all levels of the organisation
• Strong project management and organisational skills, with the ability to manage multiple priorities in a fast-paced environment
• Exceptional written and verbal communication skills, with a strong eye for detail
• A proactive, strategic mindset with a passion for continuous improvement and innovation
• Experience working in eCommerce or DTC environments (Shopify experience beneficial but not essential)
• Passion for customer experience and a genuine interest in pop culture and the Funko brand

Funko is an equal opportunity employer. We know that every superhero has a unique origin story and the diversity of these stories enrich what we do. All applicants will be considered for employment without attention to race, colour, religion, gender, gender identity, sexual orientation, national origin or disability status.

The above statements are intended to describe the general nature and level of work being performed by this role holder. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required and all employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Job Code:

WHAT FUNKO OFFERS

Funko offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. Most importantly, we offer a creative work environment with people who love pop culture just as much as you do. Can’t wait to gush about your latest binge? Neither can we! Looking for a place where your favorite pop culture t-shirt will receive the compliments it deserves? We know how you feel! Funko is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed