Responsibilities

• CRM Strategy & Implementation
• Translate CRM audit findings and recommendations into a clear, phased implementation roadmap.
• Lead CRM implementation across the brand portfolio, including workflows, automation, segmentation and campaign activity.
• Prioritise initiatives based on commercial impact, customer value and available resource.
• Develop scalable CRM processes and ways of working across the business.
• CRM Platform Management
• Own and develop the existing CRM platform, working with technical teams on future platform improvements or migration where required.
• Build and optimise CRM workflows, automations and campaigns.
• Develop consistent data structures and processes that enable better customer insight and cross-brand opportunities.
• Work closely with Customer Service and Booking teams to improve CRM workflows and customer journeys.

Requirements

• 3+ years’ experience working with CRM platforms, ideally Klaviyo, HubSpot, Braze or a similar platform.
• Strong experience building and optimising customer journeys across multiple channels, particularly email and SMS.
• A solid understanding of customer segmentation, behavioural automation and retention strategies.
• Experience within ecommerce, DTC or subscription businesses.
• Strong analytical skills and confidence using data to identify trends and inform decisions.
• Excellent project management and stakeholder communication skills.
• The ability to work strategically while remaining highly hands-on and delivery-focused.
• A commercially minded approach, with a focus on customer value and measurable outcomes.

Preferred

• Experience within home services, home improvement or a similar consumer-focused environment.
• Experience working across multiple brands or customer segments within a single CRM environment.
• Experience with WhatsApp Business API or other emerging messaging channels.
• SQL or basic data analysis skills.

Benefits

• Hybrid working from Telford.
• The opportunity to take ownership of CRM across a rapidly growing group of consumer brands.
• Significant autonomy and visibility with senior leadership.
• The chance to build and shape a CRM function rather than simply inherit an established model.
• A collaborative environment working across Marketing, Commercial, Operations and Customer Experience.
• Our client is committed to creating an inclusive and diverse working environment and welcomes applications from candidates of all backgrounds and experiences.