Senior CRM Performance Manager

Harnham Ltd; Leicester; On-site; GBP 70,000 - 80,000; Full time

Job summary

A high-growth consumer membership business seeks a Senior CRM Performance Manager in Leicester. The role involves leading CRM performance delivery, participating in strategy discussions, and mentoring a team. Ideal candidates should have robust CRM experience, strong analytical skills, and the ability to influence cross-functional teams.

Qualifications

• Strong experience in CRM/lifecycle marketing within fast-paced environments.
• Proven track record in improving campaign performance across channels.
• Hands-on experience with CRM platforms and familiarity with HTML.

Responsibilities

• Own CRM performance reporting and KPIs for lifecycle initiatives.
• Lead and mentor a team, partnering with analytics for robust measurement.
• Continuously improve campaign performance focusing on engagement and ROI.

Skills

CRM/Lifecycle Marketing

Email Campaigns

Segmentation

Stakeholder Engagement

Data Analysis

Tools

Braze

Salesforce

Iterable

Job description

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Salary: Up to £80,000 + 5% bonus

The Company

A high-growth consumer membership business offering exclusive offers and experiences to key workers across the UK and beyond. With over 4 million active members and 15,000+ brand partnerships across retail, entertainment, and travel, this business is scaling its CRM capabilities to deliver greater personalisation, engagement, and performance across its customer base. The Senior CRM Performance Manager will sit within the Lifecycle CRM team, owning tactical CRM performance delivery and working closely with commercial, trading, and partnerships teams to align on strategic goals.

The Role

This is a strategic and hands-on CRM role leading the performance arm of the lifecycle CRM function. You'll represent CRM in daily and weekly trading meetings, feed campaign performance into commercial strategy, and shape tactical execution. With line management responsibilities and close collaboration with stakeholders across trading, commercial, and partnerships, you'll have ownership over CRM-led growth and engagement initiatives.

Key Responsibilities

• Own CRM performance reporting, KPIs, and tactical campaign impact for lifecycle initiatives.
• Represent CRM at key commercial and trading meetings, aligning offer-led CRM comms with wider business goals.
• Develop and iterate a test-and-learn framework across lifecycle and trading comms to optimise engagement and conversion.
• Use behavioural, product, and commercial data to improve segmentation and personalisation.
• Plan, execute and measure CRM campaigns (email, push) across multiple product lines and customer cohorts.
• Lead and mentor a team of 3 CRM Executives and Analysts.
• Partner with analytics and data engineering teams to ensure campaign measurement is robust and scalable.
• Continuously improve lifecycle campaign performance - focusing on offer engagement, CTR, and ROI.

Skills & Experience

• Strong experience in CRM/lifecycle marketing roles, ideally within fast-paced consumer or membership-based businesses.
• Proven track record of improving CRM campaign performance across email and push channels.
• Comfortable owning reporting, insight, and test design - strong Excel/Google Sheets skills essential.
• Excellent stakeholder management and ability to influence cross-functional teams.
• Experience in line management or mentoring CRM team members.
• Strong understanding of customer segmentation, engagement metrics, and campaign planning.
• Hands-on experience with CRM platforms such as Braze, Salesforce, or Iterable.
• Familiarity with HTML or Liquid templating for email customisation.
• Exposure to subscription-based or loyalty programme environments.
• Prior experience working closely with data/analytics teams on CRM measurement.

Interview Process

• 1st Stage: Introductory screen with Talent (Background & Motivation)
• 2nd Stage: Technical / Experience-Based Interview with Hiring Manager

How to Apply

Send your CV to Mohammed Buhariwala at Harnham using the apply link on this page or reach out directly to discuss the role in more detail.

Keywords

CRM, Lifecycle Marketing, Customer Retention, Email Campaigns, Push Notifications, CRM Strategy, Trading Campaigns, Stakeholder Engagement, Marketing Automation, Braze, Segmentation, Loyalty, Retention, CRM Analytics, Hybrid, Leicester.

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