Zapp
Manager, CRM (Zapp+)
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Manager, CRM (Zapp+)
Location: Nine Elms, London | Full-time
About Zapp
Zapp is London's leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi-trillion dollar convenience retail market, by developing best-in-class customer-centric technology and fulfilment solutions. Zapp partners with some of the world's leading brands to deliver an exclusive range of hand-picked products 24/7, delivered in minutes.
The Role
Zapp+ is our subscription proposition and one of the biggest growth priorities for the business. This role drives the member lifecycle end to end, from the moment someone converts to a paid subscriber through to activation, retention and resubscription.
This is not a role that designs the subscription proposition. That sits with the Zapp+ lead. This is the role that makes the proposition work in the market. You are the person accountable for whether Zapp+ members stay, engage, and come back. If you thrive on ownership of outcomes, on operating in a fast-moving subscription environment, and on turning behavioural insight into sharper campaigns, this is your role.
Your Remit
End-to-end CRM campaign ownership
You will design, build, launch and measure CRM campaigns across the Zapp+ member base. From brief to retro, you are the person accountable for the work landing well. Most of your time will be spent in Braze, in the data, and in conversation with the Brand, Design, Product and Data teams who feed into your campaigns.
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The subscriber experience
You will shape how Zapp+ members hear from us: the channels, the timing, the sequencing, the message. The goal is that every subscriber feels Zapp+ is genuinely for them, and that we talk to them at the right moments in the right way.
Test, learn, ship
Zapp runs on an iterate-and-ship culture. You will design and run a continuous programme of A/B tests across audiences, timing, creative and offers. You will read results sharply, make the call quickly, and kill things that are not working.
Measurement and insight
You will own the measurement framework for Zapp+ CRM activity, tracking engagement, conversion and retention, and translating those numbers into a clear story about what is working and what is not. You will produce the weekly read-out that the Senior Manager and the wider team actually use.
Cross-functional partnership
You will work closely with the Zapp+ team on proposition and benefits, with Data on segmentation and modelling, with Design on creative, and with Product on in-app journeys that complement your CRM activity. Zapp is a small team and the quality of these relationships matters.
Core Competencies and Skills
- 4+ years of experience in CRM, lifecycle or retention roles, ideally within a consumer subscription, membership or premium D2C environment.
- Braze fluency: Deep hands-on experience in Braze (or a comparable ESP) across audiences, Canvas journeys, triggered comms and templated content. You can build what you brief.
- Campaign craft: You own campaigns end-to-end. You brief, segment, build, test, launch, measure, iterate. You hold yourself to a high standard on every one.
- Analytical fluency: You can interrogate a dashboard, read a performance report, and translate numbers into a clear story about what is working and what to change.
- Commercial mindset: You think about CRM in terms of contribution to the business, not just engagement rates. You have a view on the economics of a campaign before you launch it.
- Testing instinct: You default to testing rather than assuming. You design experiments cleanly, read results honestly, and kill things that are not working.
- Bias to action: You move at pace, prefer shipping to perfecting, and get energy from seeing campaigns live and performing.
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Benefits
- Competitive salary & equity package
- Enjoy 25 days of holiday per year (plus all bank holidays)
- Private Health Insurance
- Zapp Credit for testing the Zapp service and experience
- Breakfast on Mondays
- Lunch provided 4 days of a week at HQ
- Cycle to work scheme
- More benefits to come!
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