Pivotal London
CRM Manager (Senior)
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CRM Manager (Senior)
Salary: £75,000 - £85,000 + Bonus
Location: London (Hybrid – 4 days in office)
Our client is one of the UK's leading consumer technology businesses, currently undergoing a major digital transformation as it evolves into a modern, technology-led marketplace. Backed by significant investment, the business is investing heavily across Product, Data and Consumer Growth, with CRM identified as one of its biggest commercial growth opportunities.
As part of this transformation, they're looking to appoint a CRM Manager to lead the evolution of their CRM capability, helping transform it from a traditional campaign function into a sophisticated, commercially-driven lifecycle programme.
The Opportunity
- Lead the transformation of CRM into a genuine commercial growth channel within a high-growth consumer technology business.
- Define and deliver the long-term CRM strategy across the full customer lifecycle, from acquisition through to retention and reactivation.
- Partner closely with Product, Data, Engineering and Commercial teams to build highly personalised customer experiences.
- Develop sophisticated lifecycle programmes centred around segmentation, automation, experimentation and behavioural targeting.
- Help shape the future CRM roadmap, influencing platform capability, customer data and marketing technology decisions.
- Join a business investing heavily in AI, automation and digital transformation where innovation is actively encouraged.
- Play a highly visible role within the Consumer Growth function, working closely with senior leadership to influence commercial performance.
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Responsibilities
- Own and develop the CRM strategy across acquisition, engagement, retention and reactivation.
- Build scalable lifecycle programmes that improve customer engagement, retention and commercial performance.
- Identify opportunities to increase automation, personalisation and experimentation across customer journeys.
- Work closely with Product and Engineering teams to improve customer data, event tracking and CRM capabilities.
- Partner with Analytics teams to identify opportunities through customer insight and behavioural data.
- Develop robust testing frameworks to continually optimise lifecycle performance.
- Collaborate across Marketing, Product and Commercial teams to align CRM activity with wider business objectives.
- Monitor CRM performance against commercial KPIs and recommend opportunities for continuous improvement.
- Mentor and support the wider CRM team while helping establish best practice across the function.
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Your Profile
- Experience leading CRM or Lifecycle Marketing within a consumer technology, marketplace or digital-first business.
- Strong understanding of lifecycle marketing, customer segmentation, personalisation and marketing automation.
- Experience working closely with Product, Data and Engineering teams to improve customer experiences.
- Commercially minded with the ability to use CRM to drive measurable business growth rather than simply campaign delivery.
- Experience using Braze or a comparable enterprise CRM platform.
- Passion for experimentation, testing and continuous optimisation.
- Comfortable operating within fast-paced, scaling businesses where building new processes and capabilities is part of the role.
- Excellent stakeholder management skills with the ability to influence across multiple business functions.
How to apply
To apply for this outstanding opportunity, please contact Daniel Haymes at Pivotal for a confidential discussion on 07447 347948 or email daniel@pivotallondon.co.uk.
Pivotal is an equal opportunities employer and we encourage applications regardless of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation, and any other protected status as required by applicable law.
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