CRM Marketing Manager

Responsibilities

• Own the retention roadmap end-to-end: Build upgrade, renewal, churn-reduction and win-back journeys with a regular testing cadence, each measured and reported against retention targets.
• Master your CRM platform at depth: manage campaigns daily, optimise journeys, and own reporting across Customer.io (or similar), using Liquid templating, multi-channel expertise (email, SMS, push, in-app) and segment-level testing.
• Embed customer segmentation and personalisation: Partner with Analytics and Product to understand cohort dynamics and test segment-specific campaigns.
• Own your own numbers: pull and interpret data from BigQuery, build and maintain dashboards (Looker/Lightdash), and report on retention, churn, NDR and ARR contribution to leadership.
• Build new programmes: scope and launch win-back and reactivation campaigns, drive app-based retention journeys (push, deep link, in-app), and contribute to Upgrade Anytime and loyalty initiatives.
• Apply AI throughout: Ship AI agents and tooling that will take work out of flow build, copy, segmentation and QA (using Claude, n8n and other tools).

Requirements

• 3+ years in CRM, lifecycle or retention marketing
• Proven track record owning a retention, renewal, upgrade or win-back programme and backing it up with numbers and measurement
• 3+ years hands-on, at depth, with a Customer Engagement Platform: Customer.io ideal; Braze, Iterable, Klaviyo or similar acceptable
• A degree level education.
• Hands-on with AI tools (Claude, n8n, ChatGPT, Perplexity): active daily use in your work.
• Deeply curious and proactive: want to understand why customers churn and experiment with new approaches.
• Comfortable interpreting and presenting your own data from BigQuery or similar data sources. Hands-on with Looker, Lightdash or comparable tools.
• Excellent communication skills: You’re a strong cross-functional operator, and will work closely with Product, Engineering, and Risk Strategy teams.

Preferred

• Experience in subscription businesses, fintech, telco, hardware-as-a-service, D2C subscription, insurance or streaming where retention is a board-level metri
• Strong command of Liquid templating, email/SMS/push build, HTML, and A/B testing methodology in lifecycle journeys
• Background in a small team or scale-up where you built things.
• Commercially literate: think in ARR and NDR, not campaign opens. Understand trade-offs and tie effort to business value.

Benefits

• Fast-track your career – 40% of our employees progress every review cycle (bi-annually)
• Exclusive Raylo device lease for employees
• Stock options for all employees
• Private Medical Insurance
• L&D budget to support the skills you value
• Hybrid setup in the Raylo Belfast Office
• 33 days off, your way – 25 days + 8 bank holidays with full flexibility to use on the days that mean the most to you
• Enhanced maternity, paternity, adoption or shared parental leave, if you've been with us for 12 months.
• Workplace nursery scheme for major cost savings