Senior CRM Manager

Moonpig; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Competitive pay

Private healthcare

Hybrid working

Learning allowances

Job summary

Moonpig is seeking a Senior CRM Manager - Growth (14‑Month Maternity Cover) in London, hybrid with 1‑2 days in the office. You will shape and deliver the CRM Growth strategy, identify opportunities to engage customers, reactivate inactive users and improve engagement to drive incremental growth.

You will balance strategic direction with hands-on delivery, using a test-and-learn mindset to create measurable results and grow customer lifetime value across channels including email and SMS.

Qualifications

• Strong CRM or lifecycle marketing background with proven results in driving engagement and growth.
• Experience delivering multi-channel CRM campaigns with email, push, and emerging channels like SMS.
• Hands-on with ESPs, segmentation, automation and personalisation.
• Ability to translate data insights into actionable growth initiatives.
• Data-driven decision making with test-and-learn programmes.

Responsibilities

• Own the CRM reactivation strategy and win-back journeys to re-engage inactive customers.
• Lead Peak, Seasonal and Monthly Reminder programmes across CRM channels.
• Develop and deliver a test-and-learn roadmap to optimise timing, targeting and content.
• Explore new CRM growth opportunities and build business cases to test and scale them.
• Own the strategy for the new SMS channel including data and consent management.
• Collaborate with Analytics/Data Science to establish measurement frameworks and translate results into actions.
• Work with Product, Commercial, Buying, Marketing, Content and Design to align CRM initiatives with business goals.

Skills

CRM strategy

Lifecycle marketing

Email campaigns

Channel diversification

Data-driven

Cross-functional collaboration

SMS experience

Predictive analytics

Tools

Sailthru

Job description

We’re the Moonpig Group – home to Moonpig, Greetz, Red Letter Days and Buyagift – and we’re on a mission to make people feel loved, celebrated and remembered. Whether it’s a card that gets them laughing out loud or a gift that makes their day, we help people stay close, no matter the miles.

We’re proud to be leading the online gifting revolution, with brilliant products, clever tech and a whole lot of heart. Our platform makes it easy to create moments that matter – packed with personal touches and delivered with care.

We’re not just about selling cards or gifts – we’re here to spread joy, spark smiles and make every celebration feel extra special. And with values that guide how we work and support one another, we’ve built a place where people (and ideas) can truly thrive.

If you’re looking to make an impact, bring your spark and be part of something meaningful – we’d love to have you on the team.

Senior CRM Manager - Growth (14-Month Maternity Cover) | London - Hybrid (1-2 days) | Competitive Salary + Benefits

About the Role

The CRM team's mission is to engage Moonpig customers through relevant, timely and personalised communications, helping them remember and celebrate important moments while driving customer engagement, retention and lifetime value.

As Senior CRM Manager - Growth, you will shape and deliver the CRM Growth strategy. You will identify new opportunities to engage customers, reactivate inactive customers and turn customer insight into impactful initiatives that improve engagement and drive incremental growth.

This is a 14-month maternity cover role where you will balance strategic direction with hands‑on delivery, using a test-and-learn mindset to create measurable results and grow customer lifetime value.

This role is 34.5 hours (9.00-17.30 Mon-Thurs & 9.00-12.30 Fri).

Key Responsibilities

• Own the CRM reactivation strategy, developing targeted win-back journeys through segmentation, personalisation and testing to re-engage inactive customers and reduce attrition.
• Own the strategy, planning and delivery of Peak, Seasonal and Monthly Reminder programmes across CRM channels.
• Develop and deliver a test-and-learn roadmap to optimise reminder timing, audience targeting, content and conversion.
• Explore new CRM growth opportunities, such as WhatsApp, overlays, Tell a Friend initiatives and predictive targeting capabilities, and develop business cases to test and scale opportunities that demonstrate incremental value.
• Own and develop the strategy for the newly launched SMS channel, including customer data and consent collection, audience targeting and campaign optimisation.
• Advance the use of dynamic content, customer segmentation and predictive capabilities to deliver more relevant and personalised customer communications.
• Partner with Analytics and Data Science to establish robust measurement frameworks, evaluate campaign effectiveness and translate results into actionable recommendations.
• Work closely with Product, Commercial, Buying, Marketing, Content and Design teams to align CRM initiatives with wider business objectives.
• Bring external insights, competitor learnings and new ideas into the CRM team to continuously improve customer experiences and business performance.

About You

• Strong experience in CRM or lifecycle marketing, with a proven track record of developing and delivering strategies that drive customer engagement, retention and commercial growth.
• Commercially minded and comfortable taking ownership of strategic initiatives, identifying opportunities and translating them into measurable business results.
• Experience managing CRM campaigns across multiple channels, with a strong understanding of email, push notifications and emerging channels such as SMS.
• Hands‑on experience with Email Service Providers, customer segmentation, automation and personalisation.
• A passion for customer lifecycle marketing and an understanding of how CRM can influence customer behaviour, improve retention and grow customer lifetime value.
• A data‑driven approach to decision‑making, including developing test-and-learn programmes, interpreting results and applying insights to optimise performance.
• Confidence collaborating with cross‑functional stakeholders, influencing decisions and bringing teams together to deliver shared objectives.
• The ability to balance strategic thinking with hands‑on delivery, prioritise effectively and manage multiple initiatives in a fast‑paced environment.
• A proactive, curious approach to improving CRM performance through new channels, technologies, personalisation and customer experiences.
• The ability to bring insights and learnings from external sources and demonstrate how they could add value to the business and customers.
• A confident communication style, with the ability to translate complex performance data into clear insights, recommendations and actions.
• Desirable: 6+ years' experience in a CRM-focused role; experience launching, scaling or optimising new CRM channels including SMS; experience with predictive analytics, customer lifetime value models or advanced personalisation; experience partnering with Product teams; familiarity with Sailthru or a similar CRM marketing platform.

What’s in it for you?

We believe in empowering our team to do their best work. Enjoy:

Competitive Pay & Bonuses: Plus, generous pension plans & staff discounts.

Wellbeing First: Private healthcare (UK) and mental health support

Flexible Working & Time Off: Generous holidays, hybrid working (1-3 days in office, depending on role/team) & up to 20 days of international working.

Career Growth: Learning allowances, coaching & development programs.

Want to know more?

Explore our full benefits package: here

Our Ways of Working:

We trust our colleagues to do what’s right and offer flexibility to support a balance between work and life. At the same time, face‑to‑face office time is an important and expected part of working at