Senior CRM Strategy & Loyalty Leader

Zapp; Greater London; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Equity

Health insurance

25 days holiday

Zapp Credit

Breakfast on Mondays

Lunch at HQ

Cycle to work

More benefits to come!

Job summary

Zapp is seeking a Senior CRM Manager to build CRM as a strategic function in London. You will own the end-to-end customer lifecycle across all segments (free and subscription) and drive retention, frequency and customer value, with prospects to expand into personalisation and loyalty.

You will lead the CRM function, partner with Zapp+, Product and Data, and defend commercial trade-offs with a data-driven mindset. Expect a high-impact role in a fast-growing premium retail platform.

Qualifications

• 8+ years in CRM, lifecycle or retention roles.
• Experience building a CRM function, not just running campaigns.
• Hands-on Braze experience (or equivalent).
• Commercial fluency: think in AOV, frequency, retention and margin.

Responsibilities

• Own the end-to-end customer lifecycle across all segments (free and subscription).
• Drive CRM to be a real driver of retention, frequency and customer value, with potential to expand into personalisation and loyalty.
• Lead the full CRM function and cross-functional integration with Commercial, Product and Data.
• Chair Customer Insights discussions and ensure customer voice informs decisions.
• Develop and evolve loyalty and personalisation strategies for key customers.

Skills

CRM leadership

Braze expertise

Lifecycle marketing

AOV optimization

Team management

Data collaboration

Strategic thinking

Tools

Braze

Job description

Zapp is seeking a Senior CRM Manager to build CRM as a strategic function in London. You will own the end-to-end customer lifecycle across all segments (free and subscription) and drive retention, frequency and customer value, with prospects to expand into personalisation and loyalty.

You will lead the CRM function, partner with Zapp+, Product and Data, and defend commercial trade-offs with a data-driven mindset. Expect a high-impact role in a fast-growing premium retail platform.