CRM Manager

CRM Manager (Payments)

London, Hybrid

Salary up to £48,000

This is a high impact role for someone who enjoys shaping customer journeys at scale and making a measurable difference to revenue and retention. You will own how subscribers are communicated with around payments and renewals, using data and automation to reduce churn while improving the overall experience.

• Lead the end to end payment and renewal communication strategy across all subscriber touchpoints
• Design and optimise transactional messaging such as payment confirmations, renewal reminders, and failed payment journeys
• Build automated, cross channel flows to recover failed payments and reduce payment related churn
• Partner closely with product, engineering, and billing teams to ensure data triggers are accurate and real time
• Segment customers by payment method and risk profile to deliver highly relevant and timely communications
• Track and report on performance metrics such as payment success rates and recovery, using insight to drive continuous improvement
• Run testing on messaging and timing to improve engagement and outcomes for at risk customers

• Strong commercial experience delivering CRM, lifecycle, or retention strategies in a subscription or recurring revenue environment
• Hands on experience with CRM or customer data platforms such as Salesforce Marketing Cloud, Adobe, Braze, or similar tools
• Confidence working with complex billing or payment data and turning insight into clear customer communications
• Ability to work cross functionally with technical and non technical stakeholders
• Strong organisational skills with the ability to manage multiple initiatives in a fast paced environment