Senior CRM Manager

Select; Attleborough; On-site; GBP 90,000 - 130,000; Full time

Job summary

Select is seeking an experienced CRM leader to own the strategy, customer lifecycle and retention roadmap in a fast-growing digital business. You’ll report to the Head of Marketing and lead a small CRM team, shaping how acquisition and retention connect across channels.

You’ll define the CRM vision, build segmentation frameworks, drive personalisation and automation across email, SMS, app push and on-site journeys, and work with Data, Product and Commercial teams to improve retention and CLV.

Qualifications

• Must have led CRM, retention or lifecycle marketing teams in fast-moving digital businesses.
• Experience across subscription/ecommerce/gaming/betting is a plus.
• Hands-on with CRM platforms such as Klaviyo, Braze, Iterable or SFMC.
• Proven track record of improving retention, revenue or engagement.

Responsibilities

• Define and own the CRM strategy, lifecycle and retention roadmap.
• Design and optimise customer journeys across onboarding, activation, retention, reactivation, loyalty and high-value segments.
• Build advanced segmentation using behavioural, transactional and value data.
• Create personalisation roadmap across email, SMS, app push and on-site.
• Lead a structured testing programme and a culture of experimentation.
• Collaborate with Data for cohort analysis and CRM metrics.
• Optimise the CRM platform, ensure QA and GDPR compliance, and coach the team.

Skills

CRM leadership

Lifecycle marketing

Team leadership

Stakeholder management

Analytical skills

Customer segmentation

Personalisation and automation

CRM strategy

Tools

Klaviyo

Braze

Iterable

Salesforce Marketing Cloud

Job description

Are you ready to take CRM from a campaign-sending function to a genuine strategic growth channel?

Do you get a buzz from turning customer data into retention, lifetime value and revenue?

If so, read on.

My client is a fast-growing digital business with an ambitious marketing team and a real appetite for growth. A new Head of Marketing has joined, CRM is now a key strategic priority, and they're looking for an experienced CRM leader to own it.

Reporting to the Head of Marketing and leading a CRM team of 2, you'll own the CRM strategy, customer lifecycle and retention roadmap. This is a role where you'll set the direction and also get stuck in to deliver it.

You'll be responsible for:

• CRM strategy: defining and delivering the CRM vision, strategy and roadmap to improve retention, lifetime value and profitability
• Lifecycle management: designing and optimising customer journeys across onboarding, activation, retention, reactivation, loyalty and high-value segments
• Segmentation: building advanced segmentation frameworks using behavioural, transactional and customer value data, moving well beyond simple recency targeting
• Personalisation and automation: creating a personalisation roadmap across email, SMS, app push and on-site, and growing the revenue contribution of automated journeys
• Testing: building and leading a structured testing programme and a genuine culture of experimentation
• Insight and performance: working with the Data team on cohort analysis and reporting, and owning CRM metrics including retention, CLV, reactivation and channel revenue
• Platform and governance: optimising the CRM platform and unlocking AI and predictive capabilities, while maintaining robust QA, processes and GDPR compliance
• Team leadership: coaching and developing your team into a high-performing unit
• Collaboration: partnering with Performance Marketing, Product, Content, Data and Commercial teams to connect acquisition and retention

Must-haves

• Strong consistent experience leading a team in CRM, retention or lifecycle marketing
• A background in a fast-moving digital, subscription, ecommerce, gaming or betting business
• Hands-on experience with CRM and automation platforms such as Klaviyo, Braze, Iterable or Salesforce Marketing Cloud
• A proven track record of measurable improvements in retention, revenue, customer value or engagement
• A strong understanding of segmentation, cohort analysis and lifecycle frameworks
• Experience developing personalisation and automation across email, SMS, app push and digital journeys
• Strong analytical skills, with the ability to turn complex data into commercial action
• Confident stakeholder management and the ability to influence senior leaders

About you

You're commercially minded, organised and comfortable in a high-growth environment where processes and tools are still evolving. You can balance strategy with hands‑on delivery, and you bring technical, commercial and creative people together around the customer.

What's on offer

• Amazing salary on offer
• A senior, strategic role with real ownership and influence
• The chance to shape and lead a growing CRM function
• A high-growth business with ambitious plans
• A Norfolk-based role with flexibility to travel