Senior B2C CRM Manager Customer · UK Remote ·

Perkbox; United Kingdom; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading company in employee benefits is seeking a Senior CRM Manager to spearhead their B2C CRM strategy. The role involves optimizing customer engagement through innovative automation and data-driven insights, while leading a high-performing team. Join us to drive the future of employee wellbeing and engagement.

Qualifications

• Hands-on experience with multichannel CRM systems.
• Strong data and analytics skills.
• Experienced people leader with a track record of developing teams.

Responsibilities

• Lead the development and delivery of the B2C CRM strategy.
• Monitor and report on customer behavior and channel trends.
• Provide strong leadership and people management to the CRM team.

Skills

Data Analysis

Communication

Collaboration

Leadership

Tools

Braze

Job description

UK Remote

Why Perkbox Vivup?

In an exciting stride forward for both organisations, employee benefits experts Perkbox and Vivup have joined forces to create a world-class benefits, wellbeing, and engagement platform.

With over two decades of combined experience, our goal is to enable more organisations to better support and engage their employees — something which has become essential in the wake of a global pandemic and a hard-hitting cost-of-living crisis.

From enhancing access to specialist mental health services to helping staff manage the cost of everyday essentials, our combined strengths and best-in-class solutions will create a super partnership that supports employees in all areas of life, at every stage of their career, both in and out of the workplace.

As a combined entity, we can assist more employees than ever before to live and work better through our combined expertise in the public, private, SME, and corporate sectors. Today, we collectively support more than 4 million employees across 7,500 organisations through an enhanced range of benefits and engagement solutions. Our vision is to create healthy, happy, and engaged workforces by reinventing employee benefits. Together, we’re positioned to revolutionise the employee benefits landscape, driving innovation, setting new standards, and shaping the future with transformative solutions that redefine wellbeing.

About the role

The Senior CRM Manager will lead the implementation of the B2C CRM strategy for Perkbox. They will identify and develop customer automations and journeys to ensure engagement and conversion are continually optimized in both areas. This role involves leading the CRM campaigns and lifecycle teams, monitoring and reporting on performance, gleaning insights from data, and effectively communicating findings through storytelling. The role holder will also be responsible for providing strong leadership and people management to foster a collaborative and high-performance culture.

What You’ll Be Doing

1. Lead the development and delivery of the B2C CRM strategy, with a key focus on customer lifecycle management, including onboarding, retention, and reactivation strategies.
2. Identify, plan, and oversee the execution of effective multichannel B2C CRM automations and programmes that drive visits and conversions to the Perkbox app/portal and ensure the ongoing health and engagement of the customer base.
3. Set and deliver against key audience and programme-level targets and KPIs.
4. Monitor, report on, and respond to changes in customer behaviour and channel trends.
5. Identify opportunities and challenges and act upon them with a strategic approach in line with wider business targets.
6. Deliver a continuous improvement plan for CRM through customer analysis, testing, learning, and innovation.
7. Continuously seek to improve customer engagement through more advanced segmentation, targeting, and personalisation.
8. Champion & drive development of CRM across a diverse range of key stakeholders.
9. Proficiently manage data reporting, glean insights from data, and effectively communicate findings through storytelling.
10. Provide strong leadership and people management to the CRM team, fostering a collaborative and high-performance culture.

What We’re Looking For

• Hands-on experience with multichannel CRM systems (e.g., Braze), including lifecycle management, campaign design, automation, and performance analysis
• Strong data and analytics skills, with the ability to identify trends and tell compelling stories through data
• Proven experience in building automated, trigger-based programs
• Excellent attention to detail and commercial awareness
• Skilled communicator and collaborator with the ability to engage stakeholders and simplify complex goals
• Resilient and adaptable to change
• Experienced people leader with a track record of developing and managing high-performing teams

The Interview Process

Our interview process involves 3 main stages:

1. Short call with a member of the Talent team
2. 30-minute video call with Hiring Manager and one other team member
3. Final Interview and task with two members of the team

Our average process takes around 2-3 weeks, but we will always work around your availability. You will have the chance to speak to our recruitment team at various points during your process. If you have any specific questions ahead of this, please contact us on [e-mail]

We’re committed to being an inclusive employer and creating a fair workplace for all. We encourage applications from candidates across all backgrounds, circumstances, ages, disabilities, ethnicities, religions or beliefs, gender identities, or sexual orientations.

We're happy to offer reasonable adjustments during our hiring process. Just let us know, and we'll make it work for you. Your comfort and success matter to us!