CRM Manager

The CRM Manager is responsible for developing and delivering CRM strategies that retain existing customers, deepen engagement, and increase long term loyalty. This role owns customer lifecycle activity post acquisition, ensuring customers remain active, satisfied, and connected to the brand.

Key Responsibilities Strategy & Planning

• Own the CRM strategy for customer retention, engagement, and reactivation.
• Design and optimise customer life cycle journeys (onboarding, engagement, win back).
• Define engagement KPIs and success metrics aligned to customer strategy.

Campaign & Journey Management

• Plan and oversee always on and campaign based CRM activity across channels.
• Lead behavioural trigger programs.

Execution

• Execute and QA new and always on campaigns.
• Ensure timely, accurate, and high quality delivery of CRM activity.
• Conduct regular testing and optimisation to improve engagement performance.

Data & Insight Collaboration

• Partner closely with the Customer Insight & Data Planning manager to interpret engagement data and trends.
• Use insights to refine segmentation, targeting, and messaging strategies.
• Translate data into actionable improvements.

Stakeholder Management

• Work cross functionally with marketing, product, and customer teams.
• Clearly communicate plans, performance, and learnings to Senior CRM manager.

Essential Skills & Experience

• 3+ years CRM experience, ideally in insurance, financial services, or a retention driven business model.
• Proven experience owning retention, renewal, or lifecycle marketing strategies.
• Strong understanding of customer lifecycle management and churn drivers.
• Experience designing and delivering:
  • Renewal communications (packs, reminders, chase strategies)
  • In life engagement campaigns
• Hands on experience with CRM / marketing automation platforms.
• Strong knowledge of multi channel CRM.
• Ability to analyse and act on CRM performance metrics (renewal rate, churn %, engagement).
• Experience running test and learn / optimisation programmes (A/B testing).
• Strong planning, prioritisation, and campaign management skills.
• Ability to work cross functionally with operations, customer service, and product teams.

Desired Skills & Experience

• Experience in regulated environments (e.g. GDPR, FCA style compliance).
• Familiarity with advanced segmentation or cohort analysis.
• Exposure to predictive churn modelling or AI driven targeting.
• Strong commercial mindset with ability to link retention activity to revenue impact.