CRM Manager

The Role We're partnering with a fast-growing group undergoing a major CRM and data transformation, and they're looking for a hands-on CRM Manager to play a key role in shaping how they engage with customers across their network. This is a unique opportunity to join at a pivotal point - with a new data warehouse in place and Bloomreach being rolled out, you'll have the platform, backing, and scope to build a more sophisticated, data-driven CRM function from the ground up. You'll lead a small team while remaining hands-on, owning the development and execution of lifecycle programmes that directly impact customer experience, retention, and revenue. What you'll be doing • Own and deliver the end-to-end CRM programme, from strategy through to execution • Lead and develop a team of 2 CRM Executives (growing to 3-4) • Design and optimise customer lifecycle journeys, including: • Onboarding and first purchase • Patient recall and retention • Repeat purchase and product journeys • Build and scale multi-channel CRM campaigns across: • Email • SMS • Direct Mail • (Future channels such as WhatsApp) • Play a key role in improving marketing automation maturity using Bloomreach • Use customer data and insights to optimise performance and drive commercial outcomes • Work closely with internal stakeholders during an ongoing CRM transformation What we're looking for • Proven experience in a CRM Manager or CRM Lead role • Experience managing and developing small CRM teams (2-3+ reports) • Strong hands-on experience building and delivering CRM campaigns and journeys • Experience across multiple channels (not just email - SMS essential, DM a bonus) • Background in lifecycle CRM, not just one-off campaigns • Experience using modern CRM / marketing automation platforms (e.g. Bloomreach, Salesforce, HubSpot, Braze etc.) • Strong understanding of customer data, segmentation, and campaign performance optimisation • Comfortable working in a transformation or scaling environment Why join? • Join at a key moment and shape the future of CRM for a large, evolving business • Work with modern tooling and a newly implemented data infrastructure • Have a direct impact on customer experience, retention, and revenue growth • Genuine opportunity to build, improve, and scale CRM capability • A role that combines leadership and hands-on ownership Process • Initial intro chat • Task-based interview and presentation If you're looking for a role where you can build, lead, and make a tangible impact, this is a great opportunity to step into a high-visibility CRM position during a major transformation journey.