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CRM Manager
We’re looking for a CRM Manager to join Pathway and help e-commerce brands get more value from their customer data and lifecycle marketing. This is a hands-on role working across platforms like Bloomreach and Klaviyo, building journeys, campaigns, and CRM programmes that drive measurable growth and better customer experiences. You’ll work closely with clients and our small specialist team to design, build, and improve CRM programmes from strategy through to launch and optimisation.
Hybrid - Manchester
Full-time
35k - 50k (DOE)
About Pathway
Pathway is a small, specialist consultancy helping e-commerce brands get more value from CRM and retention marketing. We work across platforms like Bloomreach and Klaviyo, partnering with in-house teams to design and build lifecycle programmes that are practical, measurable, and genuinely improve the customer experience.
We are a hands-on team that moves quickly, cares about the craft, and takes pride in doing work that stands up in the real world.
Why Join
- Small team, big ownership: You will have real responsibility and the space to own outcomes.
- Shape how we work: As an early team member, you will help define our standards, templates, and ways of working.
- Varied, interesting projects: You will work across different brands and problem types, from lifecycle build to personalisation and reporting.
- Grow fast: You will be close to decisions and learn by shipping real work with thoughtful feedback.
- Remote and flexible: We focus on outcomes, clear communication, and sustainable pace.
What You’ll Do
Client Delivery
- Deliver CRM implementations and ongoing improvements across tools like Bloomreach and Klaviyo.
- Design and build lifecycle journeys (welcome, abandonment, post-purchase, winback, etc.).
- Build email and SMS campaigns and automated flows.
- Run discovery and requirements gathering, then translate that into clean, maintainable builds.
- Own work end-to-end: define milestones, manage dependencies, and keep activity moving through to launch.
- Create lightweight delivery plans (scope, timelines, risks, decision points) and coordinate with client dev and data teams where needed.
- Present recommendations, progress, and results to client stakeholders.
- Run training and enablement for client teams (sessions, documentation, and post-launch adoption support).
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Platform Build and QA
- Configure scenarios, campaigns, templates, content blocks, and journey logic.
- Implement and troubleshoot integrations (Shopify, custom events, product feeds).
- Support migrations and rebuilds from other platforms.
- Own data quality during builds and migrations: event/schema validation, field mapping, test runs, and post-cutover QA.
- Contribute to segmentation and personalisation design based on behavioural and transactional data.
- Implement consent and preference management in a compliant way (e.g. preference centres, consent capture, and downstream syncing).
- Build dashboards and reporting that help teams understand performance and make decisions.
- Define measurement plans and KPIs with stakeholders, ensuring tracking is reliable.
Continuous Improvement
- Identify optimisation opportunities across journeys and campaigns.
- Support A/B testing and performance analysis.
- Improve internal delivery standards, QA checklists, and documentation.
What We’re Looking For
Essential
- 3–5 years’ experience in CRM, email marketing, or lifecycle marketing.
- Strong hands-on experience with a CRM/ESP platform (Bloomreach, Klaviyo, Dotdigital, or similar).
- Solid grasp of email marketing fundamentals (deliverability, experimentation, and practical build thinking).
- Experience building automated flows and customer journeys end-to-end.
- Understanding of segmentation and personalisation principles.
- Confidence working with e-commerce businesses and customer lifecycle concepts.
- Clear communication and authority when working with clients.
Nice to Have
- Bloomreach Engagement experience.
- HTML/CSS for email development and JavaScript for data and tracking.
- Experience with Shopify and event tracking.
- SMS, push, or web personalisation experience (e.g. Tag Manager-based implementations).
- Agency or consultancy experience.
- Relevant certifications.
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What You Might Work On
- New CRM implementations: core journeys, templates, segmentation foundations, QA, and launch support.
- Retainer improvements: new campaigns, optimisation, experimentation, and channel expansion.
- Platform migrations: rebuilding journeys with improved logic and measurement.
- Strategic CRM projects: loyalty and VIP programmes, lifecycle mapping, and personalisation frameworks.
What a Successful Candidate Looks Like
- 30 days - Embedded in our ways of working. - Shipping build tasks safely (scenarios, templates, QA). - Communicating progress clearly.
- 60 days - Responsible for one client work stream end-to-end. - Managing delivery planning and stakeholder communication. - Delivering clean handovers.
- 90 days - Driving measurable improvements (journey performance, deliverability, or new channel expansion). - Contributing to internal standards and playbooks.
What Will Make You Stand Out
- You bring structure to messy problems: clear requirements, success metrics, and delivery plans stakeholders trust.
- You ship production-ready CRM work with strong QA habits and clean documentation.
- You care about data quality and measurement, ensuring reliable tracking before optimisation.
- You explain complex CRM concepts simply and help stakeholders make decisions.
- You use experimentation thoughtfully, with clear hypotheses, test design, and learning loops.
How to Apply
Send Your CV With a Short Note Covering
- Your background and relevant experience.
- Platforms you have worked with.
- An example of a CRM programme or build you are proud of (what you did, why it mattered, and the result).
Email: careers@wearepathway.com
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