CRM and Social Lead

Are you someone who enjoys getting close to customers and shaping how they experience a brand on a day-to-day basis, whether that is through smart CRM journeys or conversations on social? You like combining good writing with data and insight, using both to spot what is working, fix what is not and make things better over time. If so, this could be the perfect role for you!

We are working exclusively with a well-established consumer brand who are seeking a CRM & Social Lead to shape how it builds and maintains long-term customer relationships. This role brings together CRM, social media and community engagement to deliver consistent and meaningful customer experiences that drive retention, loyalty and repeat purchase.

The position is hands-on, combining strategic planning with day-to-day delivery, and requires a strong balance of creativity, insight and commercial focus.

Key responsibilities - CRM and Social Lead

* Build, manage and optimise automated journeys including welcome, trial, subscription, and win-back flows

* Segment audiences and personalise messaging using behavioural and transactional data

* Own day-to-day social media and community activity, ensuring content is timely, relevant and on-brand

* Plan and deliver CRM campaigns across acquisition, nurture, retention and reactivation

* Plan and maintain content calendars aligned to campaigns, launches and key moments

* Manage day-to-day social retention activity (organic and paid)

* Maintain content calendars linking to current campaigns

Skills and experience - CRM and Social Lead

* Experience managing CRM and social channels within a D2C, ecommerce or subscription environment

* Confidence in building automated journeys and segmentation in platforms such as Klaviyo or Hub Spot

* Strong writing and community management skills with close attention to tone and detail

* Comfortable analysing performance data and translating insight into clear actionsTo

This is a fantastic opportunity for someone to transform a marketing strategy into human connections by building customer journeys and social stories to strengthen relationships. Someone who can roll up their sleeves, challenge the conventional ways of thinking, and continue to grow this fantastic brand. This is a hybrid offering, which will allow for 2 days of WFH. Due to the location of the Essex-based office, this role is commutable from London, Bishops Stortford, Cambridge, Stansted, Harlow, Enfield, Hertford, Ware, Cheshunt and Broxbourne