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About Ancestry
When you join Ancestry, you join a human-centered company where every person’s story is important. Ancestry®, the global leader in family history, empowers journeys of personal discovery to enrich lives. With our unparalleled collection of more than 40 billion records, over 3 million subscribers and over 23 million people in our growing DNA network, customers can discover their family story and gain a new level of understanding about their lives. Over the past 40 years, we’ve built trusted relationships with millions of people who have chosen us as the platform for discovering, preserving and sharing the most important information about themselves and their families.
We are committed to our location flexible work approach, allowing you to choose to work in the nearest office, from your home, or a hybrid of both (subject to location restrictions and roles that are required to be in the office). We will continue to hire and promote beyond the boundaries of our office locations, to enable broadened possibilities for employee diversity.
Together, we work every day to foster a work environment that's inclusive as well as diverse, and where our people can be themselves. Every idea and perspective is valued so that our products and services reflect the global and diverse clients we serve.
Ancestry encourages applications from minorities, women, the disabled, protected veterans and all other qualified applicants. Passionate about dedicating your work to enriching people’s lives? Join the curious.
Role Overview
We are looking for a CRM Manager who is passionate about building meaningful customer relationships through data-driven lifecycle marketing. This role owns the execution and optimisation of CRM programmes end-to-end — from campaign planning and automated journeys to segmentation, experimentation, and performance reporting.
The ideal candidate is a hands-on CRM practitioner who enjoys being close to the work: building journeys, analysing customer behaviour, identifying opportunities, and turning insights into actions that improve engagement, retention, and lifetime value.
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You will act as the CRM subject matter expert, partnering closely with Product, Marketing, Data & Analytics, Performance Marketing, On-site teams, and external technology partners to create connected customer experiences across the full lifecycle, from acquisition and onboarding through retention, upsell, and re-engagement.
This is a commercially focused role where success is measured through customer engagement, subscription performance, repeat revenue, and continuous optimisation.
What You Will Do
- Own and optimise CRM programmes across campaign planning, segmentation, audience management, and customer communications.
- Manage CRM execution across platforms including Salesforce Cloud, Lytics, Monday.com, and support the upcoming Braze migration.
- Use customer data and insights to improve segmentation, targeting, email strategy, and engagement.
- Identify opportunities, make recommendations, and implement CRM improvements and best practices.
- Improve CRM processes, reporting, and ways of working to support commercial goals and customer engagement.
- Partner with UK Marketing, Lifecycle Marketing, Product, Growth Marketing, Production/On-site teams, and Creative Studio to deliver connected customer experiences.
- Bring a test-and-learn mindset and leverage AI tools to improve CRM workflows, efficiency, and innovation.
Who You Are
- A hands-on CRM professional with experience managing customer communications, segmentation, and CRM programmes.
- Experienced with CRM platforms such as Salesforce Cloud, Braze, Lytics, or similar tools.
- Able to balance strategic thinking with hands-on execution, taking ownership of initiatives from idea through implementation.
- Comfortable using customer data and insights to identify opportunities and improve performance.
- Strong communicator who can collaborate across teams and influence stakeholders.
- Curious, proactive, and passionate about improving customer experiences and ways of working.
- Experience in subscription, e-commerce, retail, streaming, or other customer-focused businesses is preferred.
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Why Ancestry?
Join a team helping millions of people discover and connect with their personal history. At Ancestry, you will have the opportunity to shape customer experiences at scale, using technology, data, and creativity to help people engage with the stories that matter most.
You will work in a collaborative environment where your ideas, insights, and expertise directly contribute to improving how customers discover, connect, and return to our products.
Additional Information
Ancestry is an Equal Opportunity Employer that makes employment decisions without regard to race, colour, religious creed, national origin, ancestry, sex, pregnancy, sexual orientation, gender, gender identity, gender expression, age, mental or physical disability, medical condition, military or veteran status, citizenship, marital status, civil status, family status, gender reassignment, genetic information, or any other characteristic protected by applicable law. In addition, Ancestry will provide reasonable accommodations for qualified individuals with disabilities. If you have a disability and require a reasonable accommodation or adjustment to support you during the interview process, please notify the recruiter.
All job offers are contingent on a background check screen that complies with applicable law.
Ancestry is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Ancestry via-email, the Internet or in any form and/or method without a valid written search agreement in place for this position will be deemed the sole property of Ancestry. No fee will be paid in the event the candidate is hired by Ancestry as a result of the referral or through other means.
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