CRM Marketing Manager

Blue Pelican; Welwyn Garden City; Hybrid; GBP 42,000 - 48,000; Full time

Job summary

Blue Pelican is seeking a CRM Marketing Manager to own the CRM programme from Welwyn Garden City. The role is hybrid (one day a week) and involves building HTML emails, managing multiple workstreams, and coordinating with agencies, developers and internal teams to keep the CRM programme moving.

You will lead automated journeys and campaigns within Zoho, optimise customer journeys, and report on performance to drive improvements across multi-site operations.

Qualifications

• CRM, lifecycle or marketing automation experience.
• Strong knowledge of customer journeys, segmentation, automation and campaign delivery.
• HTML skills for building or adapting responsive templates.
• Strong project management and ability to manage several priorities and workstreams.
• Experience coordinating stakeholders, developers, agencies or other delivery partners.
• Ability to challenge requirements and manage expectations.
• Experience with CRM platforms such as Salesforce, HubSpot, Braze, Bloomreach, Microsoft Dynamics or similar.
• Experience working within a multi-site, multi-location or multi-brand organisation.

Responsibilities

• Deliver CRM activity across the customer journey, working with marketing, operations, creative and technology teams.
• Manage the CRM implementation plan, milestones, priorities, risks and dependencies.
• Build and roll out automated journeys and campaigns.
• Turn journey maps into practical CRM activity and templates.
• Configure workflows, segmentation, triggers and campaigns; test before launch.
• Coordinate developers, agencies and internal stakeholders; manage priorities.
• Analyse journeys and report on key metrics to drive improvements.

Skills

CRM experience

Marketing automation

HTML email templates

Project management

Stakeholder coordination

A/B testing

CRM measurement

Customer journeys

Tools

Zoho CRM

Salesforce

HubSpot

Job description

CRM Marketing Manager

Welwyn Garden City | Hybrid - one day a week
Circa £45,000
Six-month fixed-term contract

You need to be someone who can do more than manage a CRM project from the sidelines with this opportunity.

You’ll need strong CRM and customer journey experience, enough hands‑on capability to build and adapt HTML email templates, and the judgement to know what a good campaign, journey or automation should look like.

Just as importantly, you’ll be the person keeping the whole programme moving.

There will be multiple workstreams, stakeholders, agencies, developers, operational teams and competing priorities to manage. You’ll need to be organised, commercially aware and confident enough to challenge, push back and reset priorities where needed, rather than simply taking requests and passing them on.

The CRM strategy and customer journey direction are already in place. Your job is to turn that thinking into something that works.

You’ll be working principally within Zoho (prior experience with this isn't important), helping build and launch automated customer journeys, workflows, campaigns and communications, while managing the wider implementation through testing, launch and optimisation.

What you’ll be doing

You’ll take responsibility for the delivery of CRM activity across the customer journey, working across marketing, operations, creative, technology and external partners.

That will include:

• Managing the CRM implementation plan, milestones, priorities, risks and dependencies
• Keeping multiple CRM workstreams moving at the same time
• Building and rolling out automated customer journeys and campaigns
• Turning existing journey maps and business requirements into practical CRM activity
• Building and adapting responsive HTML email templates
• Configuring workflows, automation, segmentation, triggers and campaigns
• Coordinating developers, agencies, platform partners and internal stakeholders
• Managing stakeholder expectations and pushing back constructively where requirements, timings or priorities need to change
• Testing journeys and campaigns before launch and resolving issues
• Running A/B testing and identifying opportunities to improve conversion and engagement
• Monitoring customer behaviour, conversion and drop-off through the journey
• Developing reporting that helps the business understand what is working and what needs to change

What we’re looking for

You’ll already have solid CRM experience and be comfortable getting involved in the detail rather than managing delivery entirely through other people.

You should have:

• Good experience delivering CRM, lifecycle or marketing automation activity
• Strong knowledge of customer journeys, segmentation, automation and campaign delivery
• Practical HTML skills, particularly building or adapting responsive CRM/email templates
• Strong project management skills and the ability to manage several priorities and workstreams simultaneously
• Experience coordinating stakeholders, developers, agencies or other delivery partners
• The confidence to challenge requirements, manage expectations and keep delivery on track
• A good understanding of testing, optimisation and CRM measurement
• The judgement to recognise what good CRM execution looks like and identify when something needs improving
• Experience with a CRMplatforms such as Salesforce, HubSpot, Braze, Bloomreach, Microsoft Dynamics or similar could also translate well - it doesn't have to be Zoho.
• Experience working within a multi-site, multi-location or multi-brand organisation would also be particularly relevant.

This isn’t a CRM strategy role where you’ll spend six months producing plans. Equally, it isn’t a technical developer position.

It sits in the middle: CRM expertise, hands‑on implementation and strong project delivery skills.