Senior CRM Specialist

Ten Lifestyle Group; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

Hybrid work arrangements

Paid time off

Sabbatical program

Employee discounts

Health benefits

Remote working holidays

Job summary

Ten Lifestyle Group is seeking a Senior CRM Specialist to drive engagement, retention, and lifetime value through best-in-class CRM strategy and execution. The role owns end-to-end CRM campaigns across channels, focusing on personalisation and impact.

You will partner with Marketing, Product, Data, CS and Technology to ensure CRM activity aligns with business objectives, governance, and industry best practice. Fluent English required.

Qualifications

• Significant experience in CRM or lifecycle marketing, ideally within a consumer, membership, or subscription-led business.
• Strong hands-on experience with CRM platforms (Braze, Klaviyo, or similar).
• Proven experience delivering automated journeys and personalised campaigns at scale.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent stakeholder management and communication skills.
• Strong technical understanding of CRM platforms and data architecture, including audience segmentation, data models, automation logic, integrations, and troubleshooting delivery or data issues in partnership with technical teams.
• Fluent in English

Responsibilities

• Own the end-to-end delivery of CRM campaigns and automations.
• Partner with Marketing, Product, Data, CS and Technology teams to align CRM activity with business goals.
• Design, build, and optimise multi-step CRM journeys (onboarding, activation, engagement, reactivation).
• Lead the development of personalised, dynamic content using behavioural, transactional, and preference data.
• Monitor and report CRM performance; provide insights and recommendations.
• Influence stakeholders with data-driven recommendations and clear communication.

Skills

CRM strategy

Campaign automation

Data analysis

Stakeholder mgmt

Segmentation

English fluent

Braze

Klaviyo

Data architecture

A/B testing

Tools

Braze

Klaviyo

Job description

At Ten our goal is simple, to become the most trusted service business in the world. We are already the global market leader for lifestyle management and concierge services, providing services from a strong global office network with over one thousand employees. We deliver our service through a combination of Ten's proprietary, unique technology-enabled platform and the expertise of our highly trained lifestyle managers with increasing use of AI across the business. Ten is growing quickly and has ambitious plans to innovate and to keep inspiring and to continue to improve the lives of millions of members.

Will you help take us there?

We are looking for a Senior CRM Specialist to play a critical role in driving customer engagement, retention, and lifetime value through best-in-class CRM strategy and execution.

This role owns the end-to-end delivery of CRM campaigns and automations, with a strong focus on personalisation, optimisation, and commercial impact. You will act as a subject-matter expert, partnering closely with Marketing, Product, Data, CS and Technology teams to ensure CRM activity aligns to business objectives and industry best practice.

Key Responsibilities

CRM Strategy & Planning

• Own the planning and delivery of CRM campaigns and automated journeys across email and other CRM channels
• Translate business objectives into clear CRM strategies that drive engagement, conversion, and retention
• Champion CRM best practice, ensuring communications are customer-first, compliant, and value-led
• Provide strategic influence, collaborating with other teams to align email campaigns with overall marketing goals
• Own the end-to-end strategy for email marketing, including planning, segmentation, automation, and optimisation

Campaign & Automation Execution

• Design, build, and optimise multi-step CRM journeys (e.g. onboarding, activation, engagement, reactivation)
• Lead the development of personalised, dynamic content using behavioural, transactional, and preference data
• Ensure campaigns are delivered accurately, on time, and to a consistently high standard
• Drive email list growth, segmentation, personalisation, and targeting strategies

Personalisation & Optimisation

• Leverage data to segment audiences intelligently and deliver relevant, timely communications
• Develop and own testing and optimisation frameworks (A/B testing, holdout testing, performance benchmarking)
• Use insights to continuously improve performance against KPIs

Data, Insights & Performance

• Monitor and report on CRM performance, providing clear insights and recommendations to stakeholders
• Partner with analytics teams to define success metrics and measurement frameworks
• Use performance learnings to inform future CRM strategy and roadmap planning

Stakeholder Management & Collaboration

• Act as a trusted CRM partner to cross-functional teams, including Marketing, Product, Tech, Legal, and Customer Experience
• Influence stakeholders with data-driven recommendations and clear communication
• Support alignment on CRM priorities, timelines, and best practice

Governance & Best Practice

• Ensure CRM activity complies with data privacy regulations and internal governance standards
• Contribute to the development of CRM guidelines, documentation, and ways of working
• Stay up to date with industry trends, tools, and innovations, proactively identifying opportunities for improvement

Requirements

Essential

• Significant experience in CRM or lifecycle marketing, ideally within a consumer, membership, or subscription-led business.
• Strong hands-on experience with CRM platforms (Braze, Klaviyo, or similar).
• Proven experience delivering automated journeys and personalised campaigns at scale.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent stakeholder management and communication skills.
• Strong technical understanding of CRM platforms and data architecture, including audience segmentation, data models, automation logic, integrations, and troubleshooting delivery or data issues in partnership with technical teams.
• Fluent in English

Desirable

• Experience working with large, global customer databases.
• Familiarity with consent management, data privacy, and compliance (e.g. GDPR).
• Experience collaborating with product and engineering teams on CRM-related initiatives.
• Background in premium, loyalty, or experience-led brands.

Success Measures

• Improved engagement, conversion, and retention metrics across CRM channels.
• Consistent delivery against agreed commercial targets, including revenue contribution, conversion uplift, and customer lifetime value, through effective CRM strategy and execution.
• Increased effectiveness of automated journeys and personalisation.
• Strong stakeholder satisfaction and alignment.
• Demonstrable impact on customer lifetime value and business KPIs

Guidelines for Hybrid/Home Office

• Located in Cape Town
• Please note that you will be asked to enter into a hybrid working arrangement - at least 2x a week in the office
• Secure home office at your confirmed address, free from background noise or other distractions
• You must meet our minimum internet speeds if you want to work in our hybrid model and this will be checked during the recruitment process and again when you join. We also have a great office that you can work from as an alternative

Benefits

Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.

Rewards designed around you:

• A competitive salary depending on experience
• Flexible work arrangements including Hybrid work possibilities ; with up to 60% Home Office
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a day each year to volunteer time for a good cause that is important to you
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Extra Rewards. Lucrative Ten Loyalty Rewards program
• Remote Working Holidays - possibilities to Travel and Work!
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients' members would!
• We also offer a company contribution towards medical aid, and transport home for those working a late shift (applies to those who don't have a car)
• ICAS Employee Health and Wellness (EHWP) services which are confidential and free for all employees to use
• Safe & secure offices in the Foreshore with complimentary off-street parking

Join us and experience a workplace where you can truly thrive. Discover Ten Group

Commitment to Diversity

We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.