Senior Marketing Manager, CRM

TN United Kingdom; London; On-site; GBP 50,000 - 90,000; Full time

Job summary

An innovative company is seeking a Senior CRM Marketing Manager to shape its CRM and Loyalty strategy. This role focuses on driving customer retention and lifetime value in a fast-paced environment. You will lead the CRM function, collaborating closely with various teams to ensure marketing strategies align with brand identity. With a strong emphasis on data-driven decision-making, you will have the opportunity to design engaging campaigns and optimize customer experiences. Join a forward-thinking team that is redefining the convenience retail market and making a significant impact in the industry.

Qualifications

• 8+ years of experience in CRM marketing with hands-on experience using Braze.
• Strong understanding of customer retention and engagement strategies.

Responsibilities

• Lead the CRM function, driving customer retention and loyalty.
• Collaborate with brand marketing to align CRM communications.

Skills

CRM Marketing

Data Analysis

Customer Retention

Campaign Management

Problem-Solving

Tools

Braze

GSheets

Looker

SQL

Job description

We have an exciting opportunity for a Senior CRM Marketing Manager to join our team. This role will shape Zapp’s CRM and Loyalty strategy, driving retention, customer lifetime value, and brand advocacy. You will also have the opportunity to work directly with our Founder.

Zapp is London’s leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi-trillion dollar convenience retail market, currently dominated by major players, by developing best-in-class customer-centric technology and fulfilment solutions. Zapp partners with some of the world’s leading brands to deliver an exclusive range of hand-picked products 24/7, delivered in minutes.

Here’s What You’d Be Doing

1. Lead the CRM function, driving customer retention, repeat purchases, lifetime value, and loyalty.
2. Set the vision for leveraging data to deliver a personalised customer experience.
3. Collaborate with our Senior Brand Marketing Manager to ensure CRM communications align with Zapp’s brand identity.
4. Break down the marketing strategy into clear objectives for the team and curate the CRM marketing calendar, working closely with Supply, Partnerships, and Commercial teams.
5. Define key customer lifecycle KPIs to continuously optimise based on performance.
6. Design, execute, and present quarterly customer engagement surveys, gathering insights to refine strategy and improve the customer experience. Coordinate regular focus group sessions with top customers to gather valuable feedback to be shared with the core stakeholders.

What We’re Looking For

1. 8+ years’ experience in CRM marketing (B2C), with hands-on experience using Braze for executing campaigns across email, push, and in-app messaging.
2. Experience managing or optimising a loyalty program, with a strong understanding of customer retention, engagement strategies, and rewards structures.
3. Proficient in HTML and comfortable performing analysis in tools like GSheets and Looker. SQL knowledge is a plus.
4. Strong people management skills, confident in leading and developing a team.
5. Ability to design engaging campaigns and analyse performance data with a creative and commercial approach.
6. A customer-first mindset with excellent problem-solving skills.
7. Proactive thinker with a strong sense of ownership and the ability to think critically and independently.