Responsibilities

• Build and manage complex, multi-channel customer journeys and automations in our ESP, Iterable, using email, push notifications, and in-app messages to engage and retain our runners.
• Lead strategic A/B testing across content, creative, and journey optimisations, turning results into clear next steps for the team.
• Own campaign reporting, providing insights and recommendations that show the team and wider business how CRM moves core KPIs.
• Manage our relationship with Aampe, our AI-powered CRM platform, end-to-end (monitoring performance, building new campaigns), sharing what you learn with the wider team.
• Own and evolve our quarterly retention roadmap for at-risk subscribers, from new insight to tested campaign.
• Partner closely with Product to keep CRM support tight to their release pace, ensuring a streamlined experience for runners across launches.
• Propose specific tests and journey changes based on performance data to help shape ongoing CRM strategy, rather than just flagging opportunities in the abstract.

Requirements

• Confidence reading data accurately and forming a clear view of performance and test results; experience with a platform such as Tableau or Mixpanel.
• Strong grounding in CRM best practices, from design through to audience strategy, including compliance basics (e.g., GDPR, CAN-SPAM).
• Ability to manage multiple priorities with excellent attention to detail.
• Comfort asking questions in technical spaces, and enough technical curiosity to troubleshoot CRM issues or brief engineering and data teams for a deeper dive.
• Track record designing and running well-structured A/B tests, with fair, structured test plans that avoid flawed results, and clear communication of learnings.
• Experience with an ESP such as Iterable, Braze, or similar is a plus. Comfort adapting to new platforms and tooling matters more than deep expertise in any one system, since our CRM tech stack will keep evolving.

Preferred

• Experience with an ESP such as Iterable, Braze, or similar is a plus.
• Curiosity about emerging CRM and AI tools is a nice bonus, not a requirement.