Marketing CRM Coordinator, B2C

Overleaf Enterprise; United Kingdom; Remote; GBP 32,000 - 42,000; Full time

Job summary

Overleaf Enterprise is seeking a Marketing CRM Coordinator to drive B2C communications. You will own CRM campaigns in Customer.io, create targeted email and in-product journeys, and collaborate with marketing and data teams to optimise engagement and retention across the customer lifecycle.

The role focuses on building, testing, and analysing campaigns, ensuring brand consistency, and contributing to performance reviews.

Qualifications

• Experience in email marketing or CRM operations, ideally B2C.
• Ability to build and optimize campaigns end-to-end.
• Strong copywriting and analytics skills for email content and performance.
• Attention to data quality and process improvements.
• Ability to collaborate with multiple stakeholders across teams.

Responsibilities

• Own day-to-day CRM campaigns in Customer.io, including setup and troubleshooting.
• Support A/B testing and experimentation to improve engagement and conversions.
• Build automated email/in-product journeys and one-off campaigns aligned with business goals.
• Ensure communications are on-brand, well-timed, and audience-tailored.
• Collaborate with stakeholders to brief, build, and deliver campaigns end-to-end.
• Maintain and refine customer segments with data and marketing teams.
• Track CRM metrics such as open rates, click-throughs, and conversions.

Skills

CRM strategy

Email marketing

Customer.io

Copywriting

Data analysis

Campaign management

Collaboration

Ownership

Tools

Customer.io

Job description

Marketing CRM Coordinator, B2C

Department: Marketing

Employment Type: Full Time

Location: UK

Description

About us

We are Digital Science and we are advancing the research ecosystem.

We are a pioneering technology company, and our vision is of a future where a trusted and collaborative research ecosystem drives progress for all. We believe in better, open, collaborative and inclusive research. In creating the next generation of tools and working in partnership with the community we tackle some of the biggest challenges to research. In order to achieve our vision, we need innovative, inspiring and dynamic people to join our team. Want to join us?

Your new role - We’re looking for a curious, detail-oriented CRM Executive to help bring our customer communications to life for Overleaf, part of Digital Science. This role plays a key part in executing and optimising our CRM strategy, supporting how we engage, retain, and nurture our B2C customers at every stage of their journey. You’ll be hands‑on in our CRM platform, building campaigns, testing ideas, analysing performance, and continuously improving how we talk to our users across email and in-product messaging. This is a great opportunity for someone with solid CRM or email marketing experience who’s ready to grow their skills in a collaborative, data‑driven marketing team.

What you’ll be doing

• Own the day‑to‑day execution of campaigns in our CRM platform (Customer.io), including campaign setup, scheduling, testing, deployment, and basic troubleshooting
• Support A/B testing and experimentation to improve engagement and conversion
• Build and launch automated email/in‑product journeys and one‑off campaigns aligned with business goals and customer needs
• Ensure all communications are on‑brand, well‑timed, and tailored to the right audience
• Collaborate with stakeholders to brief, build, and deliver campaigns end‑to‑end
• Work closely with data and marketing colleagues to create, maintain, and refine customer segments
• Help ensure the right message reaches the right users at the right time
• Track and report on key CRM metrics such as open rates, click‑through rates, and conversions, plus the impact of CRM efforts on key product/commercial metrics
• Share insights and recommendations to improve campaign performance and customer experience
• Contribute to regular reporting and performance reviews
• Assist with maintaining the quality, accuracy, and consistency of CRM data
• Flag issues and support improvements to processes that impact data cleanliness
• Support the delivery of key initiatives such as webinars, user days, and product launches
• Be an active, positive contributor to a collaborative and supportive team culture

What you’ll bring to the role

• Proven experience in an email marketing, CRM, or marketing operations role (ideally B2C)
• Hands‑on experience using Customer.io for campaign creation and deployment
• Strong copywriting skills, particularly for email content and subject lines
• Comfortable analysing campaign performance and drawing actionable insights
• Organised, detail‑focused, and able to manage multiple campaigns or projects at once
• A collaborative team player who enjoys working cross‑functionally
• Proactive, curious, and keen to take ownership of projects and ideas
• Quick learner with a problem‑solving mindset
• Fun, innovative, and excited by trying new approaches and learning new tools

We're looking for people who are naturally curious about AI and comfortable exploring how it can improve the way we work — you don't need to be an AI expert, but an openness to experiment and adapt is important to us.

Don't worry if you don't meet every qualification—let us be the judge! Studies show that many qualified candidates from under‑represent‑ed groups hesitation to apply unless they meet every single requirement. We are dedicated to building a diverse and inclusive team and strongly encourage you to submit your application.

Living our Values

We invest in, nurture and support innovative businesses and technologies that make all parts of the research process more open, efficient and effective.

The talent we secure is fundamental to us achieving our vision and our growth plans. The values we live by are:

We are brave in the pursuit of better

We are collaborative and inclusive

We are always open‑minded

We are from and for the community

At Digital Science, our vision is to see research flow seamlessly – trusted, collaborative, and accessible – fueling breakthroughs that push humanity forward. This ambitious mission is one we achieve together, by enabling open, collaborative, inclusive research.

We firmly believe that to truly innovate and solve the complex challenges faced by our customers, from researchers and universities to funders and publishers, we need diverse perspectives, experiences, and ideas. A rich mix of voices drives quality insights, fosters enhanced collaboration, and ultimately pushes knowledge forward more effectively.

As an equal opportunity employer, we are committed to building and nurturing a workplace where every individual feels valued and belongs. All applicants will be considered for employment without attention to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Beyond recruitment, we strive to cultivate an environment where inclusivity is woven into the fabric of our culture, enabling everyone to be their best self and do their best work.