Senior CRM Lifecycle & Activation Manager

Irwin Mitchell LLP; Manchester; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

25 days holidays + option to buy 35hrs

Generous pension scheme

Volunteering days (paid)

Wellbeing and health benefits

Job summary

Irwin Mitchell LLP seeks an experienced Senior CRM Lifecycle & Activation Manager to lead how the firm uses CRM, data and automation to engage clients across lifecycle stages.

You will design and deliver programmes supporting acquisition, onboarding, retention and re-engagement, working with Digital, Marketing Operations and broader marketing teams to drive measurable impact.

Qualifications

• Significant experience in CRM, lifecycle marketing or marketing automation.
• Experience developing nurture programmes and automated customer journeys.
• Strong understanding of audience segmentation and data-driven activation.

Responsibilities

• Develop lifecycle marketing and activation strategy across channels.
• Design nurture journeys and engagement programmes.
• Define audience criteria, triggers and reporting frameworks.
• Collaborate with Marketing Ops to maximise CRM capabilities.
• Build journey plans across email, website and paid channels.
• Provide reporting and recommendations to stakeholders.

Skills

CRM Lifecycle Marketing

Marketing Automation

Audience Segmentation

Data Analysis

Stakeholder Management

Dotdigital

Dynamics 365 CRM

Tools

Dotdigital

Dynamics 365 CRM

Job description

Senior CRM Lifecycle & Activation Manager (6419)

We are a national law firm with a local reach. Our legal experts are here for you. Whether it's personal or business, we understand that everyone's situation is different. But we are more than just a law firm - we are a team of people working together to help individuals and businesses navigate life's ups and downs. Working here you'll feel a part of our friendly and inclusive environment.

We'll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things and make a real difference to our clients and communities.

We're always looking to support our colleagues to work in a way that works best for them and everyone else, including our clients, the business and the regulators. Please speak to a member of our Recruitment and Onboarding team for more information.

Your Role and What You'll Be Doing

Irwin Mitchell's owned channels represent one of the firm's greatest growth opportunities. As Senior CRM Lifecycle & Activation Manager, you'll lead how the business uses CRM, behavioural data and marketing automation to create more effective client engagement throughout the customer lifecycle.

Reporting to the Head of Digital, you'll design and deliver lifecycle marketing programmes that support acquisition, onboarding, retention, re-engagement and cross-sell. You'll work closely with Digital, Marketing Operations and wider marketing teams to create connected, data-driven customer journeys that improve both client experience and commercial performance.

What you’ll be doing:

• Developing the firm's lifecycle marketing and activation strategy.
• Designing nurture journeys and engagement programmes.
• Defining audience segmentation and communication frameworks.
• Working with Marketing Operations to maximise CRM and marketing automation capabilities.
• Building journey plans across email, website and paid channels.
• Defining audience criteria, trigger logic and reporting frameworks.
• Supporting the delivery of automated, personalised communications.
• Measuring performance and identifying optimisation opportunities.
• Using testing and insight to improve engagement and conversion.
• Ensuring programmes comply with GDPR, PECR and consent requirements.
• Providing clear reporting and recommendations to key stakeholders.

About You

• Significant experience within CRM, lifecycle marketing, email marketing or marketing automation.
• Experience developing nurture programmes and automated customer journeys.
• Strong understanding of audience segmentation, customer data and behavioural marketing.
• Experience using CRM and marketing automation platforms.
• Understanding of consent frameworks and compliant data usage.
• Ability to translate business needs and audience insight to activation plans.
• Strong analytical skills and experience using data to drive optimisation.
• Experience working across media, website, content, data and marketing teams.
• Strong project management and stakeholder management skills.
• Excellent written communication and attention to detail.
• Ability to operate independently whilst influencing multiple stakeholders.
• Experience with Dotdigital and Dynamics 365 CRM

Our Benefits - What We Can Offer You

• 25 days holidays as standard plus bank holidays - You can buy up to 35hrs of extra holiday too.
• Generous and flexible pension schemes.
• Volunteering days - Two days of volunteering every year for a cause of your choice (fully paid)
• Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.

We also offer a wide range of well-being initiatives to encourage positive mental health both in and out of the workplace and to make sure you're fully supported. This includes our Flexible by Choice programme which gives our colleagues more choice over a hybrid way of working subject to role, team and client requirements.

We have been ranked in the Best Workplaces for Wellbeing for Large Organisations for 2024!

Our responsible business programmes are fundamental to who we are and our purpose. We're committed to being a diverse and inclusive workplace where our colleagues can flourish, and we have established a number of inclusion network groups across our business to support this aim.

Our commitment to Social Responsibility, community investment activity and tackling climate change is a fundamental part of who we are. It's made up of four strands: Our People, Our Community, Our Environment and Our Pro Bono.

Additional Information

As part of the Irwin Mitchell Group's on-boarding process all successful applicants are required to complete the group's employment screening process. This process helps to ensure that all new employees meet our standards in relation to honesty and integrity therefore protecting the interests of the Group, colleagues, clients, partners and other stakeholders.

We carry out pre employment screening to establish your eligibility to work in the UK, criminal record and financial checks with our trusted 3rd parties.

The employment screening process will fully comply with Data Protection and other applicable laws.

Irwin Mitchell LLP is an equal opportunity employer.