Responsibilities

• CRM Strategy and execution
• Develop and lead a business-wide CRM strategy that improves data collection, customer engagement, conversion and retention
• Design and deliver automated lifecycle journeys from onboarding through post-acquisition engagement, renewal and cancellation that focus on engaging customers beyond a transaction.
• Own testing strategies (A/B, multivariate), measurement and optimisation frameworks.
• Identify and champion CRM best-practice and innovation opportunities, keeping on top of industry insights.
• Collaborate with brand, commercial, editorial, loyalty, tech, activation and acquisition teams to align CRM with strategic goals.
• Own day-to-day management of CRM and email platforms
• Act as lead contact for CRM-related support, platform changes and integration improvements
• Build and maintain scalable campaign templates, journeys, preference centres and trigger logic for optimal data collection
• Drive platform utilisation across multiple teams to maximise business value and ensure platform governance

Requirements

• Proven experience in CRM strategy and execution within a digital, publishing, media or subscription environment.
• Excellent written and verbal communication skills, with the ability to explain complex CRM concepts to non-technical audiences.
• Strong stakeholder management experience; able to align CRM activity with the needs of editorial, marketing, commercial and data teams.
• Demonstrable hands-on experience with CRM tools and email platforms.
• Strong technical understanding of data management, email marketing, segmentation, automation, and deliverability.
• Experience leading multivariate testing, reporting, and performance optimisation.
• Confident managing data governance in line with GDPR/PECR regulations.
• Capable of translating customer insight into lifecycle and messaging strategies.
• Collaborative, organised and proactive with strong communication and leadership skills.
• Management experience, including line management of direct reports and supporting their development.

Preferred

• Experience in media, publishing, subscription, or membership-based businesses.
• Experience delivering joined-up lifecycle journeys across email, push, in-app, or SMS.
• Knowledge of email deliverability tools and diagnostics (e.g. Litmus).
• Experience contributing to or leading CRM process documentation and playbooks.

Benefits

• Pension contribution matched to 5%
• Season ticket loan
• Hybrid working pattern, flexi start/finish time
• 25 days annual leave plus bank holidays, plus Christmas closure, plus your birthday off
• Option to buy/sell up to 5 days holiday a year
• Enhanced parental leave policies
• Social committee, regular in-house learning events
• 4x life assurance