Responsibilities

• Own the end-to-end B2B CRM strategy, translating customer lifecycle and commercial goals into a communications roadmap.
• Be genuinely AI-native: fluent with AI tools for copywriting, personalisation, QA and workflow automation, and always looking for the next place to embed them in the CRM stack.
• Design, build and optimise automated lifecycle journeys — onboarding, activation, adoption, renewal, win-back and expansion — writing the copy and emails yourself and using AI to speed up drafting and variant testing.
• Manage the communications calendar day-to-day, shipping campaigns including product updates, feature announcements and newsletters on schedule.
• Build audience segmentation with Data, Product and Revenue, using AI tools to surface behavioural patterns that sharpen targeting.
• Run a continuous testing programme across messaging, channels and journey design, using AI to generate and evaluate variants faster than manual testing allows, and report performance back into what's working and what to fix next.
• Collaborate with cross-functional teams including Marketing, Sales, Customer Success, Product and Data to ensure CRM activity supports wider commercial initiatives and client experience.

Requirements

• Significant experience in B2B CRM, lifecycle marketing or customer marketing within a commercial environment.
• Experience developing and implementing CRM strategies that drive customer engagement, retention and revenue growth.
• Hands-on experience designing, building and optimising automated lifecycle campaigns and customer journeys.
• Experience using CRM and marketing automation platforms, with Braze and Salesforce experience desirable.
• Experience working within a B2B SaaS, technology or similarly complex commercial environment.
• Strong understanding of customer segmentation, behavioural targeting and data-driven marketing.
• Experience analysing campaign performance and using insights to inform continuous optimisation.
• Excellent written communication skills with the ability to produce engaging, customer-focused content.
• Experience using AI tools and automation to improve marketing effectiveness and operational efficiency.

Preferred

• Experience in staffing, workforce management, marketplaces, or other high-volume operational environments preferred.

Benefits

• 25 days holiday + Duvet days
• Free lunch in office
• Cycle to work scheme
• Pension
• Private Medical Healthcare
• Dental Plan
• Discounted gym membership
• Day off on your birthday
• Perkbox - discounts and goodies on some of your favourite brands