Responsibilities

• Own the customer journey: Build, manage and optimise automated journeys across the full customer lifecycle, including prospects, enquiries, bookings, new customers, active customers, lapsed customers and referrals
• Deliver seamless customer communications: Manage operational CRM activity such as booking confirmations, reminders, onboarding messages, service updates and other key customer touchpoints
• Make personalisation count: Use Bloomreach data, behavioural insights and segmentation to deliver targeted, relevant communications that improve engagement and customer experience
• Manage multi-channel CRM: Build and deliver communications across email, WhatsApp, app and other relevant channels
• Support global marketing campaigns: Execute CRM activity across seasonal campaigns, pricing changes, gifting, promotions and wider regional and global marketing initiatives
• Drive performance and optimisation: Monitor campaign and journey performance, run tests and continuously improve content, timing, audiences and conversion
• Maintain exceptional standards: Ensure strong quality assurance, data accuracy and deliverability across all CRM activity and markets
• Work cross-functionally: Partner with Marketing, Growth, Digital, Technology and Operations to support integrations, data flows and operational requirements
• Bring CRM expertise to the business: Identify opportunities, share insights and recommend new ways to improve customer engagement, retention and commercial performance

Requirements

• Strong experience in CRM, lifecycle marketing or marketing automation, ideally in a fast-paced, multi-location or multi-market business
• Hands-on experience with Bloomreach or a comparable CRM/CDP platform, such as Salesforce, HubSpot or Braze
• A proven track record of designing, building and optimising complex automated customer journeys
• A strong understanding of customer data platforms, segmentation, personalisation, behavioural data and journey logic
• Experience managing CRM communications across multiple channels, with an understanding of both marketing and operational messaging
• An analytical and commercially focused mindset, with the ability to turn performance data into actionable improvements
• A highly organised approach, excellent attention to detail and a commitment to quality assurance
• Technical confidence and a practical, problem-solving mindset. You're comfortable working directly in the platform and taking ownership of challenges independently
• The ability to manage multiple projects and competing priorities while working collaboratively with teams across the business

Benefits

• 25 days holiday, plus bank holidays
• Pension scheme: salary sacrifice with employer contributions
• Simply Health policy: claim back costs for dental, optical, physio, massage & more
• Exclusive UP discounts, including 40% off our supplements, books, and partner offers
• Personal Training discounts: up to 50% off our world-class transformation programme (up to 36 sessions a year) for you and a loved one
• Salary sacrifice benefits: Cycle to Work, Tech, and Home schemes
• Employee Assistance Programme: free 24/7 mental health, counselling, and financial advice
• Hybrid working: two days per week working from home