Senior CRM Specialist

Ten Group; Greater London; Hybrid; GBP 60,000 - 95,000; Full time

Job summary

Ten Group is seeking a Senior CRM Specialist to drive customer engagement, retention and lifetime value through best-in-class CRM strategy and execution. You will own end-to-end CRM campaigns and automations, with a focus on personalisation, optimisation and commercial impact.

You will partner with Marketing, Product, Data, CS and Technology teams to ensure CRM activity aligns with business objectives and industry best practices, delivering multi-channel campaigns with strong governance and

Qualifications

• Significant experience in CRM or lifecycle marketing.
• Hands-on experience with CRM platforms (Braze, Klaviyo, or similar).
• Experience delivering automated journeys and personalised campaigns at scale.
• Strong analytical mindset and data-driven decision making.
• Excellent stakeholder management and communication skills.
• Strong technical understanding of CRM platforms and data architecture.

Responsibilities

• Own CRM strategy and planning across campaigns and automated journeys.
• Design, build and optimise multi-step CRM journeys (onboarding, activation, engagement).
• Develop personalised content using behavioural, transactional, and preference data.
• Monitor CRM performance and provide insights to stakeholders.
• Collaborate with Marketing, Product, Tech, Legal and Customer Experience teams.

Skills

CRM strategy

Lifecycle marketing

Campaign automation

Data analysis

Stakeholder management

English fluency

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. 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 arr