Responsibilities

• Develop and implement a cross-channel CRM strategy that connects online and offline touchpoints, collaborating closely with sales, customer service and product teams to influence processes and ensure a seamless customer experience.
• Build and optimise automated customer journeys, triggered communications, and nurture flows across email, SMS, WhatsApp, phone and other key channels.
• Deeply understand our customer base and behaviours to drive segmentation, personalisation, and testing strategies that maximise engagement and conversion.
• Translate CRM data and performance metrics into actionable insight, using analytics to interrogate customer behaviour and continually improve campaign and channel performance.
• Define, track, and report on CRM KPIs (open rates, CTR, conversions, retention, product penetration, persistency etc.), clearly linking marketing activity to commercial and customer outcomes.
• Partner with Growth, Product, and Customer Service teams to ensure consistent, on-brand messaging and a joined-up customer experience across all touchpoints.
• Champion data quality, compliance, and governance, ensuring all CRM activity meets GDPR and consent management standards.
• Manage and mentor a CRM Manager, fostering a test-and-learn culture that encourages innovation and continuous improvement.

Requirements

• Expertise in Salesforce Marketing Cloud including journey builder, automation, segmentation, and reporting.
• Experience building SQL to build targeting segments.
• Proven experience leading CRM or lifecycle marketing in a fast-paced, customer oriented and data-led business.
• Strong background in cross-channel CRM development, with hands-on experience integrating CRM with offline sales and customer service operations.
• A data-driven and analytical mindset, confident using data to interrogate performance, test hypotheses, and inform strategy.
• Excellent communication skills, with the ability to write and edit clear, engaging customer messaging that drives response and retention.
• Strong commercial acumen and an ability to connect marketing activity to customer and business outcomes.
• Comfortable managing budgets, testing roadmaps, and senior stakeholders in a dynamic, growth-oriented environment.
• A proactive, curious, and ambitious approach, motivated by building something new, improving continuously, and delivering real impact.

Benefits

• We take pride in being a diverse and inclusive business. It’s a place where you can Be You, and show up as you are.
• We’re committed to fostering a people-first culture where everyone is accepted, supported, and empowered to be brilliant.
• You can, Grow And Progress at a pace and direction that suits you, Make A Difference for our customers and each other, and Share in Our Future with all colleagues eligible for up to £3,600 of free shares each year after one year of service.
• Everyone receives 33 days holiday (including bank holidays) when they join us, increasing the longer you stay with us, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to an additional five days of annual leave.
• We’re proud of our people-first culture. In fact, we’ve been recognised as a Great Place to Work for Women, a Great Place to Work for Wellbeing, and an overall Great Place to Work for over 25 years!
• We’re fully committed to making sure your progression is not slowed or halted by barriers related to race, gender, age, sexuality or any of the protected characteristics.
• Our fantastic benefits make sure our colleagues have a great work-life balance; You can view some of our other key benefits here.
• As a Disability Confident Leader, for candidates with a disability or long-term health condition, that opt into the Disability Confident scheme, we’ll invite a fair and proportionate number of applicants that meet the essential requirements of the role to the first stage of our selection process.