CRM Specialist

MVF; London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading company in London is seeking a CRM Specialist to enhance campaign performance and drive long-term customer value. This role combines strategic thinking, technical expertise, and creativity in a collaborative environment. You will lead CRM initiatives, manage projects, and utilize various tools to deliver impactful campaigns while continuously improving processes and mentoring others.

Benefits

Flexible hours

Hybrid working

25 days paid holiday

Life Assurance

Health, dental, and vision coverage

Defined Contribution Pension

Wellbeing and mental health programme

Free breakfast

2 charity days a year

Qualifications

• Experience in leading CRM initiatives and projects.
• Strong understanding of customer engagement strategies.

Responsibilities

• Lead key CRM workstreams impacting commercial performance.
• Manage CRM projects from planning to delivery.
• Use CRM tools for impactful campaigns.

Skills

Customer Engagement

CRM Tools

Data-Driven Strategies

Tools

CDPs

Automation Platforms

Segmentation Engines

Job description

The Team

Our Customer Engagement & CRM team is a talented group of marketers delivering millions of post-sign-up communications via Email, SMS, and more. We focus on driving customer lifetime value, creating meaningful contact moments, and solving problems with data-driven strategies. It's a collaborative, innovative, and customer-centric environment.

What we're offering you:

• Flexible hours and summer hours
  
• Hybrid working
• Competitive holiday benefits - 25 days a year paid holiday, plus 8 bank holidays (increases 1 day a year up to 30 days)
• Closed for Christmas holidays
• Work from anywhere for 2 weeks a year
• Life Assurance and Income Protection to protect your loved ones
• Benefits allowance for health, dental, and vision coverage
• Defined Contribution Pension and Salary Sacrifice Scheme
• Be Well: Our award-winning wellbeing and mental health programme to support all MVFers and their families
• Family Forward support for our MVF parents and their mini-mes
• Free breakfast when in the office
• 2 charity days a year

The Role

As a CRM Specialist, you’ll lead strategic CRM initiatives that enhance campaign performance, elevate creative output, and drive long-term value for MVF and our customers. This role blends commercial strategy, technical expertise, and creative execution -ideal for someone deeply passionate about customer engagement.

Responsibilities

• Lead and own key CRM workstreams within the Customer Engagement roadmap, with direct impact on commercial performance.

• Set high standards across content, copywriting, experimentation, and strategy.

• Manage major CRM projects from planning to delivery, with strong stakeholder collaboration.

• Use CRM tools (CDPs, automation platforms, segmentation engines) to deliver impactful campaigns.

• Contribute to cross-functional initiatives and consult on high-value market audits.

• Support continuous improvement through innovation, mentoring, and external learning.

• Optional: Line management responsibilities and involvement in CRM Academy training.

What Success Looks Like

• Commercial KPIs improve, including customer lifetime value and campaign GP.

• Strategic initiatives are delivered effectively, with high project scores (>3.3).

• You are recognised as a thought leader within CRM -internally and externally.

• CRM content, strategy, and delivery continually raise the bar across the function.

• You consistently demonstrate leadership, collaboration, and values-led impact.