Senior CRM Lifecycle & Activation Manager

Reference: 6419

We’re a national law firm with a local reach. Our legal experts are here for you. Whether it’s personal or business, we understand that everyone’s situation is different. But we’re more than just a law firm – we’re a team of people working together to help individuals and businesses navigate life’s ups and downs. Working here you’ll feel a part of our friendly and inclusive environment.

We’ll value you for who you are and what you bring. We support each other and push boundaries to achieve incredible things and make a real difference to our clients and communities.

We're always looking to support our colleagues to work in a way that works best for them and everyone else, including our clients, the business and the regulators. Please speak to a member of our Recruitment and Onboarding team for more information.

Your Role and What You'll Be Doing Irwin Mitchell's owned channels represent one of the firm's greatest growth opportunities. As Senior CRM Lifecycle & Activation Manager, you'll lead how the business uses CRM, behavioural data and marketing automation to create more effective client engagement throughout the customer lifecycle.

Reporting to the Head of Digital, you'll design and deliver lifecycle marketing programmes that support acquisition, onboarding, retention, re-engagement and cross-sell. You'll work closely with Digital, Marketing Operations and wider marketing teams to create connected, data-driven customer journeys that improve both client experience and commercial performance.

What you’ll be doing :
Developing the firm's lifecycle marketing and activation strategy.

Designing nurture journeys and engagement programmes.

Defining audience segmentation and communication frameworks.

Working with Marketing Operations to maximise CRM and marketing automation capabilities.

Building journey plans across email, website and paid channels.

Defining audience criteria, trigger logic and reporting frameworks.

Supporting the delivery of automated, personalised communications.

Measuring performance and identifying optimisation opportunities.

Using testing and insight to improve engagement and conversion.

Ensuring programmes comply with GDPR, PECR and consent requirements.

Providing clear reporting and recommendations to key stakeholders.

About You Essential Significant  experience within CRM, lifecycle marketing, email marketing or marketing automation.

Experience developing nurture programmes and automated customer journeys.

Strong understanding of audience segmentation, customer data and behavioural marketing.

Experience using CRM and marketing automation platforms.

Understanding of consent frameworks and compliant data usage.

Ability to translate business needs and audience insight into activation plans.

Strong analytical skills and experience using data to drive optimisation.

Experience working across media, website, content, data and marketing teams.

Strong project management and stakeholder management skills.

Excellent written communication and attention to detail.

Ability to operate independently whilst influencing multiple stakeholders.

Desirable Experience with Dotdigital and Dynamics 365 CRMOur Benefits
- What We Can Offer You
25 days holidays as standard plus bank holidays
- You can ‘buy’ up to 35hrs of extra holiday too.

Generous and flexible pension schemes.

Volunteering days – Two days of volunteering every year for a cause of your choice (fully paid)
Westfield Health membership, offering refunds on medical services alongside our Aviva Digital GP services.

We also offer a wide range of well-being initiatives to encourage positive mental health both in and out of the workplace and to make sure you’re fully supported.  This includes our Flexible by Choice programme which gives our…