Digital Growth & CRM Manager

GRIDSERVE; Greater London; On-site; GBP 70,000 - 95,000; Full time

Job summary

GRIDSERVE is seeking a Digital Growth & CRM Manager to drive customer acquisition, activation and retention across web, app, email, push and in-app messaging. You will own the lifecycle from awareness to loyalty, ensuring commercial outcomes align with charging and membership growth.

You will design segmentation, targeting and personalisation with Marketing Tech and Data partners, manage CRM templates and campaigns, and collaborate across Brand, CX, Commercial and Technology teams to deliver

Qualifications

• Experience in digital growth, CRM, and lifecycle marketing.
• Proven ability to grow acquisition, engagement and retention via digital channels.
• Experience managing email, push, in-app, and website/app journeys.

Responsibilities

• Develop and deliver digital growth plans to increase high-intent traffic and app registrations.
• Own channel performance across SEO, paid media, and landing pages to boost conversions.
• Collaborate with brand, content and campaign teams to ensure cohesive customer journeys.
• Refine CRM journeys and segmentation to support activation, membership and repeat charging.
• Track performance and optimise ROI through test-and-learn across campaigns.
• Coordinate with Marketing Tech and Data teams for personalised messaging and analytics.

Skills

Digital growth

CRM

Lifecycle marketing

Performance marketing

Ecommerce

Education

Bachelor's degree in Marketing or related field

Tools

Iterable

HubSpot

Braze

Salesforce Marketing Cloud

Klaviyo

Job description

The Digital Growth & CRM Manager is responsible for driving customer acquisition, conversion, engagement and retention across digital and CRM channels. The role owns the customer-facing growth journey across website, app, email, push, in-app messaging, membership and lifecycle communications, ensuring activity supports app growth, repeat charging, membership adoption and measurable commercial outcomes.

MAIN RESPONSIBILITIES

Digital Growth and Acquisition:

• Develop and deliver digital growth plans that increase high-intent traffic, app registrations, customer acquisition and charging conversion.
• Own digital channel performance across SEO, paid media coordination, landing pages, website conversion and app entry points.
• Work with brand, content and campaign teams to ensure digital journeys are clear, compelling and commercially effective.
• Manage location-based services and search listings to ensure GRIDSERVE locations remain accurate, visible and highly ranked across key customer discovery platforms.
• Optimise key customer journeys across website, app and campaign landing pages to reduce friction and improve conversion.
• Use performance data to prioritise improvements, test activity and maximise marketing ROI.

CRM and Lifecycle Marketing:

• Own CRM strategy and campaign delivery across email, push notifications and in-app messaging.
• Design and optimise lifecycle journeys that support awareness, app activation, membership conversion, repeat charging and retention.
• Develop customer segmentation, targeting and personalisation approaches in partnership with the Marketing Technology and Customer Intelligence Manager.
• Plan and deliver regular marketing communications including product launches, price and promotional activity, campaigns, events and customer engagement activity.
• Maintain CRM templates, messaging standards and campaign quality across relevant customer-facing channels.

Membership, Fleet and Partnerships:

• Support GRIDSERVE Plus growth through targeted acquisition, onboarding, engagement and churn reduction journeys.
• Develop customer journeys for fleet, roaming, OEM, dealer and partnership activity where marketing support is required.
• Work with Commercial and Business Development teams to translate customer opportunities into effective digital and CRM journeys.
• Support inbound and outbound partnership campaigns with clear customer messaging, journey design and performance measurement.
• Identify opportunities to improve customer ownership, opt-in, app registration and repeat engagement.

Performance and Collaboration:

• Track and report digital and CRM performance, including channel effectiveness, engagement, conversion and retention outcomes.
• Run test-and-learn activity across propositions, offers, messaging, targeting and customer journeys.
• Collaborate closely with Brand, Content, PR, CX, Commercial, Technology and Data teams to deliver joined-up customer activity.
• Brief creative, content and technical requirements clearly and ensure campaigns are delivered to agreed quality and timeline standards.
• Champion company policies, procedures and business ethics codes, including environmental and quality management standards where applicable.

PERSON SPECIFICATION

Required Experience

• Experience in a digital growth, CRM, lifecycle marketing, performance marketing or ecommerce role.
• Proven experience growing customer acquisition, engagement, conversion or retention through digital and CRM channels.
• Experience managing email, push, in-app, website and/or app-based customer journeys.
• Good understanding of SEO, digital analytics, paid media principles, landing page optimisation and conversion rate optimisation.
• Experience using CRM or marketing automation platforms such as Iterable, HubSpot, Braze, Salesforce Marketing Cloud, Klaviyo or similar.

Required Skills and Abilities

• Strong customer journey thinking across reach, activation, conversion and engagement.
• Commercially minded, with the ability to link marketing activity to customer growth, membership, usage and revenue outcomes.
• Strong copy, campaign planning and briefing skills, with attention to brand, channel and customer context.
• Comfortable interpreting performance data and using insight to optimise activity.
• Excellent stakeholder management and collaboration skills across Marketing, CX, Commercial, Technology and Data teams.
• Ability to manage multiple campaigns, priorities and deadlines in a fast-paced environment.
• Proficient user of Microsoft Office, including Word, Outlook, Excel and PowerPoint.

Required Qualifications and Certifications

• Degree in Marketing, Business, Communications or a related field, or equivalent practical experience.
• Relevant certifications in Google Analytics, Google Ads, HubSpot, CRM platforms, SEO or performance marketing are desirable.
• Professional marketing certifications such as CIM are desirable.