CRM Automation Manager

TN United Kingdom; Leicester; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a talented CRM Automation Manager to enhance member engagement through innovative automation strategies. This pivotal role involves creating personalized customer journeys across various channels, leveraging cutting-edge technology to ensure timely and relevant communications. You will collaborate with technical teams to integrate systems and optimize real-time messaging, all while contributing to a mission-driven organization that supports the Blue Light community. If you are passionate about data-driven marketing and eager to make a difference, this opportunity is perfect for you.

Benefits

Hybrid working and flexible hours

Free parking and EV charging onsite

25 days annual leave plus birthday off

Company bonus scheme

Funded BUPA medical insurance

Enhanced parental leave

Employee assistance programme

Great social events

Regular recognition events

Onsite gym at HQ

Qualifications

• Experience in CRM automation or lifecycle marketing with Braze.
• Strong technical skills with APIs and marketing technology systems.

Responsibilities

• Build and maintain automated customer lifecycle journeys across multiple channels.
• Own technical campaign execution within Braze and ensure effective personalization.

Skills

CRM Automation

Braze

API Integration

Data Management

Lifecycle Marketing

Tools

Braze

CMS

Job description

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Blue Light Card. Individually great, together unstoppable

The Role and the Team

We have an opportunity for an experienced CRM Automation Manager to join our CRM team and drive CRM efficiency and relevancy through scalable automation, personalisation, and technical innovation.

You’ll be joining us at an exciting time in our growth journey where you'll build and maintain automated lifecycle journeys across email, push, and in-app messaging, ensuring our members receive timely and relevant communications throughout their journey.

This is a rewarding opportunity to play a pivotal role in a highly data-led, member-focused organisation, directly contributing to a company that gives back to the Blue Light community.

What You’ll Do

• Build and maintain automated customer lifecycle journeys across email, push notifications, and in-app messaging to drive engagement, retention, and overall member satisfaction
• Own the technical campaign reasoning and execution within Braze (our CRM), ensuring that campaigns are personalised effectively, and delivered to the right segments at the right time
• Implement real-time personalisation strategies and establish new frameworks to deliver relevant, personalised content to members based on their behaviour and preferences
• Lead integrations between Braze and external partners as well as our product/data systems like our CMS, partnering with technical teams to ensure seamless data flow, robust event tracking, and a 360° view of the customer for CRM purposes
• Set up and manage API-triggered transactional messages for new product verticals, working closely with Tech and Product teams to introduce and optimise real-time communications that enhance the user experience
• Continuously explore and develop new channels within our CRM strategy (e.g., new messaging platforms or in-app features) to broaden our reach and improve member engagement, staying ahead of industry trends and best practices in customer communication
• Own the setup, tracking, and interpretation of key CRM metrics (e.g., conversions, engagement, A/B test results) to ensure performance is accurately measured and clearly reported

What You’ll Bring

• Experience in CRM automation or lifecycle marketing, with strong hands-on experience using Braze to build and optimize multi-channel campaigns
• Highly technical and comfortable working with APIs, event-based communication triggers, and marketing technology systems
• Adept at handling data feeds, integrations, and setting up complex campaign logic
• A self-starter who is resourceful in finding innovative solutions when obstacles arise
• Naturally curious with a strong ownership mindset – you love diving into new tools and trends, experimenting with features, and take full accountability for projects

We would also love if you bring any of the following

• Experience with Braze's Connected Content and Liquid, with the ability to troubleshoot or understand how they work in practice
• CRM to CMS Integration experience or troubleshooting ability

Our Culture

Our mission is simple – make heroes happy. Our members are the real-life heroes who keep us all safe, cared for, and thriving. It’s what gets us up in the morning and pushes us to go further, think bigger, and create something that truly matters. By focusing on their happiness, we create amazing experiences, deliver unrivalled discounts, innovative products, and world-class service.

We don’t just follow the usual path - we look for smarter, bolder ways to deliver real impact. We take ownership, move fast, and work shoulder to shoulder to build something special.

We’re committed to building a diverse and inclusive team where everyone feels they belong. Different perspectives and experiences help us grow, innovate, and better reflect the communities we serve.

We promote hybrid working, and value in-person collaboration so encourage time in our offices, where you can make the most of our fully stocked snack drawers – either at the HQ in Leicestershire, or London, Holborn office. The frequency and office location will vary depending on the role and team; we aim to be flexible, but we aren’t able to offer fully remote working.

What We Offer

• Hybrid working and flexible hours
• Free parking and EV charging onsite at HQ
• 25 days annual leave plus an additional day off for your birthday, and a buy and sell holiday scheme of up to 5 days
• A company bonus scheme
• Your own Blue Light Card and exclusive access to thousands of discounts
• Generous funded BUPA medical insurance covering pre-existing conditions
• Enhanced parental leave and absence leave
• Employee assistance programme (including mental health support) and mental health first aiders
• Great social events e.g., festive party, summer party, team socials, sports matches
• Regular company-wide recognition events e.g., Monthly Light’s Up and The Shine awards
• Relaxed dress code and modern office space (games area, chill-out areas, bookclub, free drinks/snacks)
• Onsite gym at HQ (including access to free HIIT & stretch classes)