CRM Manager

£45,000–£55,000 DOE | Telford / Hybrid

I’m working exclusively with a rapidly growing UK consumer business that is building a strategic CRM and Customer Experience function across a portfolio of established DTC brands.

This is an exciting opportunity for a CRM professional who wants to do more than manage campaigns. You’ll play a key role in shaping how customer data, automation, segmentation and communications are used to drive retention, conversion and customer lifetime value across multiple brands.

The business is currently undertaking a comprehensive CRM audit to understand its existing capabilities and identify opportunities for growth. You’ll take those recommendations and turn them into action - building a scalable CRM operating model while maintaining the individual identity of each brand.

This is a hands-on role with significant autonomy and visibility, ideal for someone who enjoys combining strategy, data and execution
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CRM Strategy & Implementation

• Translate CRM audit findings and recommendations into a clear, phased implementation roadmap.

• Lead CRM implementation across the brand portfolio, including workflows, automation, segmentation and campaign activity.

• Prioritise initiatives based on commercial impact, customer value and available resource.

• Develop scalable CRM processes and ways of working across the business.

CRM Platform Management

• Own and develop the existing CRM platform, working with technical teams on future platform improvements or migration where required.

• Build and optimise CRM workflows, automations and campaigns.

• Develop consistent data structures and processes that enable better customer insight and cross-brand opportunities.

• Work closely with Customer Service and Booking teams to improve CRM workflows and customer journeys.

Customer Data & Segmentation

• Develop a clear understanding of customer data across the different brands.

• Identify opportunities to connect customer data and create more joined-up customer experiences.

• Establish robust segmentation and data governance frameworks.

• Develop opportunities for cross-selling and upselling across the wider brand portfolio.

• Use customer insight to support relevant product recommendations and personalised communications.

Channel Management

• Own CRM activity across email and SMS, while exploring opportunities across emerging channels such as Whats App and chat.

• Develop channel best practice and ensure communications are relevant, timely and customer-focused.

• Work closely with Marketing and Commercial teams to align CRM activity with wider growth objectives.

Performance & Optimisation

• Establish and monitor meaningful CRM KPIs across the business.

• Track metrics including engagement, conversion, retention, cross-sell and customer lifetime value.

• Analyse performance to identify opportunities, bottlenecks and areas for optimisation.

• Provide clear reporting and recommendations to senior leadership.

We’re looking for someone with a strong practical understanding of CRM who can take strategic direction and turn it into measurable commercial results.

You’ll ideally have:

• 3+ years’ experience working with CRM platforms
  , ideally Klaviyo, Hub Spot, Braze or a similar platform.

• Strong experience building and optimising customer journeys across multiple channels, particularly email and SMS.

• A solid understanding of customer segmentation, behavioural automation and retention strategies.

• Experience with in ecommerce, DTC or subscription businesses
  .

• Strong analytical skills and confidence using data to identify trends and inform decisions.

• Excellent project management and stakeholder communication skills.

• The ability to work strategically while remaining highly hands-on and delivery-focused.

• A commercially…