GRIDSERVE
Digital Growth & CRM Manager
London
Posted about 16 hours ago
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ROLE OVERVIEW
The Digital Growth & CRM Manager is responsible for driving customer acquisition, conversion, engagement, and retention across digital and CRM channels. The role owns the customer-facing growth journey across website, app, email, push, in-app messaging, membership, and lifecycle communications, ensuring activity supports app growth, repeat charging, membership adoption, and measurable commercial outcomes.
MAIN RESPONSIBILITIES
Digital Growth and Acquisition:
- Develop and deliver digital growth plans that increase high-intent traffic, app registrations, customer acquisition, and charging conversion.
- Own digital channel performance across SEO, paid media coordination, landing pages, website conversion, and app entry points.
- Work with brand, content, and campaign teams to ensure digital journeys are clear, compelling, and commercially effective.
- Manage location-based services and search listings to ensure GRIDSERVE locations remain accurate, visible, and highly ranked across key customer discovery platforms.
- Optimise key customer journeys across website, app, and campaign landing pages to reduce friction and improve conversion.
- Use performance data to prioritise improvements, test activity, and maximise marketing ROI.
CRM and Lifecycle Marketing:
- Own CRM strategy and campaign delivery across email, push notifications, and in-app messaging.
- Design and optimise lifecycle journeys that support awareness, app activation, membership conversion, repeat charging, and retention.
- Develop customer segmentation, targeting, and personalisation approaches in partnership with the Marketing Technology and Customer Intelligence Manager.
- Plan and deliver regular marketing communications including product launches, price and promotional activity, campaigns, events, and customer engagement activity.
- Maintain CRM templates, messaging standards, and campaign quality across relevant customer-facing channels.
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Membership, Fleet, and Partnerships:
- Support GRIDSERVE Plus growth through targeted acquisition, onboarding, engagement, and churn reduction journeys.
- Develop customer journeys for fleet, roaming, OEM, dealer, and partnership activity where marketing support is required.
- Work with Commercial and Business Development teams to translate customer opportunities into effective digital and CRM journeys.
- Support inbound and outbound partnership campaigns with clear customer messaging, journey design, and performance measurement.
- Identify opportunities to improve customer ownership, opt-in, app registration, and repeat engagement.
Performance and Collaboration:
- Track and report digital and CRM performance, including channel effectiveness, engagement, conversion, and retention outcomes.
- Run test-and-learn activity across propositions, offers, messaging, targeting, and customer journeys.
- Collaborate closely with Brand, Content, PR, CX, Commercial, Technology, and Data teams to deliver joined-up customer activity.
- Brief creative, content, and technical requirements clearly and ensure campaigns are delivered to agreed quality and timeline standards.
- Champion company policies, procedures, and business ethics codes, including environmental and quality management standards where applicable.
PERSON SPECIFICATION
Required Experience
- Experience in a digital growth, CRM, lifecycle marketing, performance marketing, or ecommerce role.
- Proven experience growing customer acquisition, engagement, conversion, or retention through digital and CRM channels.
- Experience managing email, push, in-app, website, and/or app-based customer journeys.
- Good understanding of SEO, digital analytics, paid media principles, landing page optimisation, and conversion rate optimisation.
- Experience using CRM or marketing automation platforms such as Iterable, HubSpot, Braze, Salesforce Marketing Cloud, Klaviyo, or similar.
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Required Skills and Abilities
- Strong customer journey thinking across reach, activation, conversion, and engagement.
- Commercially minded, with the ability to link marketing activity to customer growth, membership, usage, and revenue outcomes.
- Strong copy, campaign planning, and briefing skills, with attention to brand, channel, and customer context.
- Comfortable interpreting performance data and using insight to optimise activity.
- Excellent stakeholder management and collaboration skills across Marketing, CX, Commercial, Technology, and Data teams.
- Ability to manage multiple campaigns, priorities, and deadlines in a fast-paced environment.
- Proficient user of Microsoft Office, including Word, Outlook, Excel, and PowerPoint.
Required Qualifications and Certifications
- Degree in Marketing, Business, Communications, or a related field, or equivalent practical experience.
- Relevant certifications in Google Analytics, Google Ads, HubSpot, CRM platforms, SEO, or performance marketing are desirable.
- Professional marketing certifications such as CIM are desirable.
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Skills
Digital Growth
CRM Strategy
Lifecycle Marketing
Customer Acquisition
SEO
Conversion Rate Optimisation
Paid Media
Customer Segmentation
Performance Marketing
Stakeholder Management
Digital Analytics
Campaign Planning
Copywriting
Marketing Automation
Customer Retention
A/B Testing
Location