Pivotal London
Senior CRM Specialist
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Senior CRM Specialist
Salary: £50,000 - £60,000 + bonus + equity
Location: London (Hybrid – 4 days per week in office)
Our client is a well-known UK consumer technology business used by millions of consumers, operating within a large-scale digital marketplace.
Following significant investment and a wider transformation of its consumer proposition, the business is investing heavily in Consumer Growth, Product, Data, and CRM. As part of this journey, they are bringing more CRM capability in-house and looking to transform the channel from traditional campaign delivery into a sophisticated commercial growth engine.
They are now looking for a Senior CRM Specialist to play a key role in building and delivering this next generation of lifecycle marketing.
The Opportunity
- Join at a pivotal stage in the development of the consumer CRM function, with significant opportunity to influence how it evolves
- Help transform CRM into a genuine commercial growth channel, focused on increasing engagement, repeat usage, retention, and customer lifetime value
- Build sophisticated lifecycle programmes across millions of consumers, using behavioural signals, segmentation, automation, and personalisation
- Own testing and optimisation across CRM, developing a structured experimentation roadmap to continuously improve performance
- Work extensively with Braze and customer data to develop increasingly sophisticated automated journeys
- Partner closely with Product, Data, Analytics, and Engineering to connect CRM activity with the wider customer experience
- Help establish stronger CRM processes, testing frameworks, measurement, and operational best practice as capability is brought in-house
- Join a fast-paced consumer growth environment with significant investment and visibility across senior leadership
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Responsibilities
- Build and execute multi-channel lifecycle programmes across acquisition, engagement, retention, reactivation, and repeat usage
- Develop automated and behavioural customer journeys based on customer signals and lifecycle stages
- Own campaign and journey builds from planning through to execution, measurement, and optimisation
- Develop a structured CRM testing and optimisation roadmap across audiences, journeys, messaging, timing, and personalisation
- Use segmentation and customer data to deliver increasingly relevant and personalised experiences
- Analyse CRM performance and turn campaign results into actionable recommendations
- Work closely with Product and Data teams to identify customer behaviours and signals that can unlock new lifecycle opportunities
- Partner with Engineering and Marketing Technology teams to improve CRM infrastructure and data availability
- Maintain a high standard of CRM execution, including QA, documentation, and campaign processes
- Contribute ideas around how AI and emerging CRM capabilities can improve personalisation, experimentation, and operational efficiency
Your Profile
- Strong experience within CRM, lifecycle marketing, or customer engagement roles in a B2C environment
- Hands-on experience building and executing automated customer journeys and campaigns
- Strong understanding of customer segmentation, lifecycle strategy, personalisation, and experimentation
- Experience using Braze or a comparable enterprise CRM platform; direct Braze experience would be highly advantageous
- Commercial mindset with an understanding of how CRM can influence retention, repeat usage, customer lifetime value, and revenue
- Comfortable using data and campaign performance to form hypotheses and continuously optimise CRM activity
- Experience working closely with Product, Data, Analytics, and/or Engineering teams
- Comfortable combining strategic thinking with hands-on campaign and journey execution
- Experience within a consumer technology, marketplace, subscription, ecommerce, or app-led business would be particularly relevant
- Comfortable operating in a fast-paced environment where processes and capabilities are still being developed
- Naturally curious and interested in experimentation, AI, and emerging CRM technology
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How to apply
To apply for this outstanding opportunity, please contact Daniel Haymes at Pivotal for a confidential discussion on 07442 871117 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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