Customer Relationship Management Manager

We’re working with a well-established, customer-focused organisation operating across multiple locations in the UK. They’re now looking to hire a Marketing Manager – CRM to take ownership of their customer communications strategy and play a key role in driving engagement, conversion, and retention.

This is a permanent role with hybrid working (2 days per week onsite in Stoke-on-Trent), ideal for someone who enjoys combining creativity, data, and commercial thinking in a hands‑on CRM role.

This role sits at the intersection of marketing and sales
, with full responsibility for managing and optimising the end‑to‑end customer communication journey — from first enquiry through to post‑service engagement.

You’ll work closely with sales, operations, and external partners to ensure CRM activity supports commercial goals and delivers a strong customer experience.

• Designing and executing CRM workflows and campaigns that move leads through the funnel efficiently
• Owning automated and triggered email and SMS journeys for lead nurture, reactivation, and conversion
• Aligning CRM activity with sales pipeline and booking targets
• Building, managing, and optimising campaigns using a CRM marketing platform (e.g. Salesforce Marketing Cloud or similar)
• Segmenting audiences and personalising journeys using behavioural, demographic, and commercial data
• Reporting on campaign performance, running A/B tests
  , and using insight to drive continuous optimisation
• Developing clear, customer‑first messaging that builds trust and drives action
• Identifying opportunities to improve conversion, engagement, and retention across the lifecycle

You’ll have real ownership in this role, working independently day‑to‑day while collaborating closely with internal teams and agency partners.

• Proven experience in a CRM-focused marketing role
• Strong understanding of lead nurture, lifecycle marketing, and behaviour‑driven campaigns
• Commercially minded, with a track record of using CRM to drive measurable results
• Comfortable owning CRM strategy and execution end to end
• Experience with CRM platforms (Salesforce Marketing Cloud beneficial but not essential)
• Confident communicator with strong copywriting skills
• Analytical mindset, comfortable interpreting data and turning insight into action
• Self‑starter who thrives in a small, fast‑moving team

If this role sounds like a good fit then please apply directly or reach out to