Big Motoring World Group
CRM Manager
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Location: Gillingham, Kent
Salary: £55,000.00 per year
Job Type: Full Time
Hours: Monday-Friday
Location: Big Motoring World Head Office, Gillingham Business Park, Kent
About The Role
Big Motoring World is looking for a highly analytical and strategic CRM Manager to take ownership of our customer lifecycle communications. This is an exciting opportunity to shape how we engage with customers across every stage of their journey from first enquiry to long-term loyalty.
As our CRM Manager, you will lead the planning, execution, and optimisation of multi-channel campaigns across email, SMS, WhatsApp, and postal communications. You’ll design customer journeys, build automated flows, and use data-driven insights to create personalised, impactful messages that improve engagement, retention, and conversion.
You will manage and segment our customer database, maintain strong data hygiene, and support the development of our CRM and CDP capabilities. Working closely with digital, IT, sales, and call centre teams, you will ensure our CRM activity is seamless, targeted, and fully integrated across the business.
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Key Responsibilities
- Map and optimise end-to-end customer journeys across acquisition, retention, and reactivation.
- Deliver multi-channel CRM campaigns and automated workflows.
- Use A/B testing and analytics to improve engagement and performance.
- Manage and segment the customer database, ensuring accuracy and data quality.
- Support CRM/CDP development, triggers, and personalisation rules.
- Integrate CRM with website, app, call centre, and analytics platforms.
- Provide customer insights to sales and aftersales teams.
- Train internal teams on CRM best practices and data standards.
- Ensure GDPR and data governance compliance.
Person Specification
You’re a data-driven marketer who loves using technology, insight, and creativity to deliver powerful customer experiences. You’re confident in managing lifecycle campaigns, collaborating with cross-functional teams, and turning customer behaviour into actionable strategies.
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Skills & Experience
- Degree in Marketing, Business, Analytics, or related field.
- 5+ years’ experience in CRM, lifecycle, or database marketing (ideally B2C).
- Strong knowledge of CRM/CDP platforms and automation tools.
- Expertise in segmentation, data management, and data governance.
- Analytical skills with experience in A/B testing and reporting.
- Understanding of GDPR and consent management.
- Strong communication and project management skills.
- Experience training and supporting teams on CRM processes.
Why Join Big Motoring World?
- Employee discount
- Free parking
- On-site gym
- On-site parking
- Store discount
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