Retention CRM Manager

Who you are

• 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
• Curiosity about emerging CRM and AI tools is a nice bonus, not a requirement

What the job involves

• We're looking for an experienced CRM Manager to cover our Retention CRM Manager role for a 12-14-month contract while the current lead is on parental leave.
• You'll step into an established lifecycle program, not a blank slate, with the existing scope, established workflows, and mix of wins and honest failures that comes with owning CRM at a fast-growing app.
• You'll have real ownership of the role for the full 12-14 months, shaping strategy and outcomes rather than just holding the seat
• 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

Benefits

• Own a part of Runna: We want you to own a part of the company you're building. Everyone who joins Runna receives a generous stock options package
• Grow with us: As one of our early hires, you'll have a unique opportunity to shape and influence Runna's product and culture from the beginning
• Learn and develop: We work with all of the latest tools and technologies so you can learn at the cutting edge of product development
• Team socials: We're a friendly bunch and like to make work-like fun, whether that's lunches and dinners or our bi-weekly team run
• Paid vacation: We want people to take time off to rest and rejuvenate. Runna offers 25 vacation days + bank holidays
• Tools: You'll receive all new equipment including a laptop, running watch of your choice, and anything else you need to do your best work
• Get paid to Run(na): We have a dedicated hour block each week where you'll get paid to run! Whether you want to build up to your first 5k or do that tough intervals sessions it's up to you!
• Enhanced family care: 3 months fully paid when you welcome a new Runna into the family, as well as fertility support & a host of other benefits