Responsibilities

• Lead the delivery of all CRM campaigns, lifecycle programmes, and triggered communications across channels
• Translate customer strategy into scalable, automated journeys and campaign plans that drive measurable behaviour change
• Design and deliver lifecycle programmes across acquisition, onboarding, activation, retention, and win-back
• Own CRM performance, driving continuous optimisation through testing, insight, and data-led decision making
• Improve key metrics including conversion, engagement, retention, and customer lifetime value
• Embed a customer-first, lifecycle-led approach, increasing the proportion of always-on automated activity
• Establish efficient operating models, including agile delivery, prioritisation frameworks, and campaign governance
• Collaborate cross-functionally to align CRM activity with broader product, marketing, commercial, and operational goals
• Lead end-to-end performance reporting, ensuring clear visibility of campaign impact, funnel progression, and growth contribution
• Own CRM platform and data enablement, ensuring robust automation, accurate targeting, high data quality, and reliable reporting

Requirements

• Experience leading a CRM campaign delivery function or team, with accountability for output, quality, and performance
• Proven ability to translate CRM plans and strategy into scalable, structured and executable campaign programmes
• Strong track record of owning end-to-end delivery of CRM activity, across multiple concurrent campaigns and lifecycle journeys
• Hands-on experience with CRM / marketing automation platforms to build, deploy, and oversee campaign execution at scale
• Experience designing and embedding test-and-learn frameworks (A/B and multivariate testing) to drive continuous optimisation
• Strong operational leadership, with experience defining and improving: campaign workflows, delivery processes, planning frameworks and timelines
• Experience scaling CRM delivery, including the development of automated / triggered journeys and reducing reliance on one-off campaigns
• High level of accuracy and attention to detail, with ownership of QA processes, governance, and delivery standards
• Experience managing campaign roadmaps, delivery plans, and prioritisation frameworks aligned to business goals
• Strong understanding of CRM campaign operations, including segmentation, targeting, QA, approvals, and deployment at scale
• Ability to take strategic or high-level plans and translate them into clear delivery roadmaps, execution plans, and measurable outputs
• Proven ability to drive measurable performance improvements (e.g. conversion, engagement, retention) through CRM campaign delivery
• Experience working collaboratively with cross-functional teams to deliver complex, multi-channel CRM programmes
• Demonstrated experience building, developing, or improving CRM delivery capability, processes, or team structures

Benefits

• Competitive contributory pension
• Occupational sick pay
• Long-service awards and refer-a-friend bonuses
• Professional registration fees covered (GPhC, NMC, CIPD and more)
• Cycle to Work and Green Car schemes (subject to eligibility)
• Enhanced maternity and paternity pay
• Flexible hybrid working to help balance work and home life
• Private healthcare insurance at discounted rates (Aviva)
• Employee Assistance Programme and in-house mental health support
• Access to discounted gym memberships via Blue Light Card and benefits schemes