CRM Manager

* Company Background
* Parcel2

Go is the UK’s leading parcel delivery marketplace, connecting over 2 million customers and shipping more than 30 million parcels each year. We help individuals, micro-businesses, and growing sellers send parcels smarter by offering choice, convenience, and competitive pricing through a single platform.

As the business evolves, our focus is increasingly on higher-volume senders and shippers, including micro-SMEs and marketplace sellers who send parcels frequently and ough products such as Smart Send, we enable these customers to integrate shipping into their day-to-day operations, making Parcel2

Go a long-term partner rather than a one-off solution.

* Why Join Us?
*
* * Ownership:
* Take full responsibility for the CRM strategy across a high-volume, multi-brand business.

* * Strategic impact:
* CRM is a core growth lever as we pivot towards higher-value, higher-frequency senders.

* * Culture of innovation:
* Drive creative strategies and diversify our CRM channels, beyond email.

* * Collaborative culture:
* Join a forward-thinking marketing team that values insight, experimentation, and continuous improvement.

* The Opportunity
* Parcel2

Go is pivoting towards a strategy centred on retaining and growing higher-volume senders, with CRM sitting at the heart of that transformation.

Reporting to the Director of Marketing, the CRM Manager will own the end-to-end CRM strategy, with a strong focus on onboarding, retaining, and scaling micro-SME and marketplace sellers. A key priority will be driving the adoption and habitual use of Smart Send, positioning it as the default shipping solution for customers who send frequently.

This role is ideal for a CRM Manager who wants to move beyond traditional B2C lifecycle marketing and play a critical role in influencing customer behaviour, increasing usage frequency, and driving long-term customer value in a B2B or hybrid environment.

* Your

Key Responsibilities
*
* * CRM Strategy & Leadership:
* Own and evolve the CRM strategy aligned to business and commercial objectives, with a clear focus on higher-volume senders, micro-SMEs, and marketplace sellers, and driving long-term customer value.

* * Smart Send & High-Volume Sender Growth:
* Design and deliver targeted CRM journeys that onboard new higher-volume customers, accelerate time-to-first-send, increase sending frequency, and drive sustained adoption of Smart Send.

* * Lifecycle Ownership:
* Oversee and continuously optimise lifecycle programmes including segmentation, welcome journeys, transactional communications, upsell, re-engagement, and customer service messaging, with a strong emphasis on repeat usage and retention of frequent senders.

* * Customer Insight & Behavioural Triggers:
* Analyse customer behaviour to identify key moments where CRM communications can influence sending habits, product adoption, and long-term loyalty.

* * Campaign Excellence:
* Lead the development of engaging, personalised CRM campaigns that drive retention, increased parcel volumes, and customer lifetime value.

* * Commercial Focus:
* Support key business initiatives through CRM, including account creation, Smart Send adoption and repeat usage, pre-pay uptake, and additional cover, ensuring CRM directly supports revenue growth.

* * Team & Stakeholder Leadership:
* Lead and develop the CRM team, working closely with Marketing, Data, Product, and Customer Service teams to embed CRM thinking across the business.

* * Data, Reporting & Insight:
* Raise the profile of CRM across the organisation through clear reporting, insight generation, and recommendations that demonstrate impact on volume, retention, and revenue.

* * Platform & Partner Management:
* Own relationships with CRM and ESP partners, ensuring platforms and processes are optimised to support scale and complexity.

* * CRM Channel Expansion (Beyond Email):
* Lead the expansion of CRM into additional channels beyond email (for example SMS, push notifications, Whats App and RCS), including use case development, testing, measurement, and optimisation. Build scalable channel roadmaps aligned to customer behaviour, commercial goals, and data/privacy requirements.

* What…