Customer Relationship Management Manager

Advocate Group; Leeds; On-site; GBP 55,000 - 75,000; Full time

Job summary

Advocate Group in Leeds is seeking a commercially minded CRM Manager to lead customer engagement, shape strategy and drive retention and growth across email, SMS, WhatsApp and direct mail in a fast-growing consumer brand.

You will own journeys from onboarding to reactivation, optimise templates in Iterable, develop smarter segmentation, test-and-learn with A/B experiments, and collaborate with Marketing, Product, Brand and Data to deliver a joined-up customer experience and grow the CRM function.

Qualifications

• Proven experience in CRM, lifecycle marketing, customer engagement or retention.
• Strong experience creating and optimising automated customer journeys.
• Experience with Iterable, Klaviyo, Braze or similar.
• Confident across multiple customer communication channels.
• Strong segmentation and personalisation capabilities.
• Data-driven with A/B testing and performance data insights.
• Commercially aware with metrics like LTV, AOV, repeat purchases.

Responsibilities

• Own and develop the CRM strategy across email, SMS, WhatsApp and direct mail.
• Build and optimise automated customer journeys across onboarding, engagement, retention and reactivation.
• Use customer data to create smarter segmentation and personalised communications.
• Lead test-and-learn with A/B testing to continually improve performance.
• Analyse campaign performance and turn data into actionable insights.
• Build and optimise email templates within Iterable, collaborating with design.
• Own the CRM communications roadmap aligned to wider commercial goals.
• Develop campaigns to improve retention, increase repeat purchases and re-engage lapsed customers.
• Collaborate with Marketing, Product, Brand and Data teams for a joined-up CX.
• Manage and develop a CRM Executive and grow the CRM function.

Skills

CRM experience

Lifecycle marketing

A/B testing

Email marketing

Multi-channel comms

Data analysis

Tools

Iterable

Klaviyo

Braze

Job description

Ready to turn customer data into meaningful relationships?

Advocate Group is proud to represent an exciting, fast-growing consumer brand in their search for an CRM Manager to join their ambitious Customer Experience team in Leeds.

The Business:

• A growing consumer brand with big ambitions and a strong focus on customer experience.
• A collaborative, entrepreneurial culture where new ideas are encouraged and people are empowered to make an impact.
• A business that genuinely values innovation, personalisation and putting the customer at the heart of what they do.
• An exciting opportunity to join a growing team and play a key role in shaping the future of CRM.

The Role:

We're looking for a commercially minded CRM professional who can take customer engagement to the next level. This is a role where you'll have the opportunity to shape strategy, test new ideas and directly influence customer retention and commercial growth.

Here's how:

• Own and develop the CRM strategy across email, SMS, WhatsApp and direct mail.
• Build and optimise automated customer journeys across onboarding, engagement, retention and reactivation.
• Use customer data to create smarter segmentation and highly personalised communications.
• Lead a strong test-and-learn approach, using A/B testing to continually improve performance.
• Analyse campaign performance and turn data into actionable insights.
• Build and optimise email templates within Iterable, working closely with creative and design teams.
• Own the CRM communications roadmap and ensure activity supports wider commercial objectives.
• Develop campaigns that improve retention, increase repeat purchases and re-engage lapsed customers.
• Work closely with Marketing, Product, Brand, Design and Data teams to deliver a joined-up customer experience.
• Manage and develop a CRM Executive, helping to grow both their skills and the wider CRM function.

About You:

• Proven experience in CRM, lifecycle marketing, customer engagement or retention.
• Strong experience creating and optimising automated customer journeys.
• Experience with CRM platforms such as Iterable, Klaviyo, Braze or similar.
• Confident working across multiple customer communication channels.
• Strong understanding of segmentation, personalisation and behavioural marketing.
• Data-driven, with experience using A/B testing and performance data to make decisions.
• Commercially aware, with an understanding of metrics such as LTV, AOV, repeat purchase and churn.
• Comfortable moving between strategic thinking and hands-on campaign execution.
• Naturally curious, creative and always looking for ways to improve.
• Confident communicator with experience managing, mentoring or developing others.

If you're a CRM professional who loves turning insight into action, creating better customer experiences and seeing the commercial impact of your work, this could be the opportunity for you.

Find out more about our available opportunities or how we can help you further your career - contact us today.

Call: 020 7871 8000

Advocate Group is a leading recruitment partner to the FMCG and consumer product sectors.

We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age. By applying for this role, you are agreeing to our Privacy Policy, which can be found on our website. Please note that Advocate Group is acting as an employment agency in relation to this vacancy.