Responsibilities

• Own the CRM program end to end - set the strategy and roadmap for every email, push, and SMS, generate the ideas that move it forward, and be the person the company trusts to make the call.
• Make AI and automation core - push the program from batch campaigns to an automated, AI-driven Next Best Action model that picks the right message, moment, and channel for each customer.
• Lead full-lifecycle messaging - from user onboarding through repeat, winback, and loyalty, with repeat purchase as the core goal.
• Explore new channels and surfaces - pilot opportunities like WhatsApp and in-app messaging in partnership with product, and scale the ones that work.
• Lead and develop the team - coach the CRM team, prioritize sharply, and raise the bar on both execution and analysis.
• Make CRM provably incremental - establish holdout testing and reporting so the program’s revenue impact is measurable.
• Partner closely with product and data - work hand in glove to connect CRM messaging with the wider customer experience.
• Note: This list represents the highest-priority focus areas for this role. Responsibilities will naturally evolve as the business grows and shifts - candidates should expect the scope to develop over time.

Requirements

• 8+ years in CRM, lifecycle, or messaging marketing, including experience leading and developing a team.
• A track record of driving repeat purchase, retention, and LTV ideally at a marketplace or other high-frequency consumer business.
• Proven experience moving a program beyond batch-and-blast to triggered, automated, decisioned messaging and the appetite to push further with AI.
• Hands-on depth with a modern CRM/messaging platform (we use Iterable) and strong customer segmentation.
• An enthusiasm for leveraging AI and emerging technologies to innovate our CRM strategies and enhance both team and individual productivity.
• Strong analytical rigor. Comfortable defining success metrics, using modern analytics tools, running experiments and tests, and judging true incremental impact
• A full-ownership mindset. You set the agenda rather than wait for direction, and you’ve run a program where the strategy was yours to define, not just deliver.

Preferred

• Bonus: A genuine interest in theatre, live events, and the performing arts or experience in an environment with constantly evolving inventory, where what customers can buy is always changing.

Benefits

• Hybrid work environment (blend of in-office and at-home days)
• Up to 4 weeks per year of flexible 'work from anywhere'
• Generous pension match
• Access to a bespoke Pension scheme
• Complimentary tickets to shows and events
• Employee Assistance Programme
• Access to a corporate rate Vitality PMI plan
• Healthcare cash plan
• Season Ticket loans
• Birthday off