Junior CRM Manager

Who you are

• Experience in CRM within a D2C or subscription business
• Hands-on HTML and Liquid coding experience
• Experience building automated, multi-touch, omnichannel CRM journeys
• Strong understanding of customer segmentation, data and CRM/retention metrics
• Experience in the North American Market
• Excellent prioritisation and project management skills in a fast-paced, evolving environment
• Ability to influence stakeholders and collaborate cross-functionally
• Strong written and verbal communication skills in English
• Creative problem-solving skills and a proactive, solutions-focused mindset
• Able to work autonomously while contributing effectively to a team
• Experience in Braze is desirable but not a deal breaker

What the job involves

• This opportunity is for a hands-on CRM marketer who can own the email production process from brief to send in Braze within probation, then grow into owning campaign strategy, testing and quarterly roadmap items using data to drive retention
• Owns the end to end delivery of cross-channel CRM campaigns from ideation, planning, creative briefing to production and post-campaign analysis
• Manage the integration of Braze with other marketing technologies (e.g., Typeform) to drive data-enriched personalisation and improve customer engagement/retention across channels
• Leads the implementation of strategic CRM initiatives that leverage data analytics and automation to drive customer engagement and retention
• Optimises CRM processes by analysing workflows, identifying bottlenecks, and implementing solutions that enhance operational efficiency and effectiveness
• Responsible for developing and implementing best practices in CRM execution to ensure consistency, quality, and alignment with organisational goals
• Designs and conducts meaningful experiments aimed at influencing lag metrics (e.g., customer retention rates, LTV) by utilising A/B testing and other analytical methods
• Conducts data analysis to derive actionable insights that inform CRM strategies to improve customer experience and achieve business goals
• Leads the creation of CRM initiatives to solve strategic problems, using internal insights and external research to inform our approach and deliver a best-in-class customer experience
• Develops complex customer journey maps that identify key touchpoints, pain points, and opportunities for enhancing customer experience
• Applies market, industry and competitor insights to drive informed decision-making
• Creates and executes comprehensive cross-channel CRM strategies that integrate customer interactions across multiple platforms/channels to enhance customer engagement and drive business outcomes
• Sets KPIs and success metrics tailored to CRM objectives and conducts thorough performance analysis to assess effectiveness, identify trends, and inform strategic adjustments
• Support the wider CRM team to deliver monthly revenue targets and channel KPIs, remaining reactive and agile with a test-and-learn approach

Benefits

• Equity Options
• Health Insurance
• Gym Discount
• Flexible Working
• WFH Allowance
• Audible Subscription
• Pension Contribution
• Annual Leave
• Free HeliosX Products
• Cycle to Work
• Enhanced Parental Leave
• Electric Vehicle Scheme
• L&D Allowance