CRM & Customer Experience Manager

Job description

£45,000–£55,000 DOE | Telford / Hybrid The Opportunity 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 . What You’ll Be Doing 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 WhatsApp 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. What We’re Looking For 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, HubSpot, 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 within 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 minded approach, with a focus on customer value and measurable outcomes. It Would Be Great If You Also Have Experience within home services, home improvement or a similar consumer-focused environment. Experience working across multiple brands or customer segments within a single CRM environment. Experience with WhatsApp Business API or other emerging messaging channels. SQL or basic data analysis skills. What Success Looks Like Within your first 6 months, you’ll have: Delivered key quick wins identified through the CRM audit. Improved segmentation, automation and campaign activity. Established baseline CRM KPIs and reporting across the brands. Mapped customer data and identified opportunities for greater integration. Introduced improved CRM processes across Customer Service and Marketing. Made clear recommendations around the future CRM platform strategy. Within 12 months, you’ll have: Delivered the core CRM strategy across the brand portfolio. Built advanced automation for lead nurturing, retention and upselling. Delivered measurable improvements in CRM engagement and conversion. Established an active cross-selling programme across the brands. Introduced new communication channels where there is a clear customer and commercial opportunity. Embedded strong data governance and CRM processes. Created a clear roadmap for the next phase of CRM growth. What’s On Offer £45,000–£55,000 salary , depending on experience. Hybrid working from Telford . The opportunity to take ownership of CRM across a rapidly growing group of consumer brands. Significant autonomy and visibility with senior leadership. The chance to build and shape a CRM function rather than simply inherit an established model. A collaborative environment working across Marketing, Commercial, Operations and Customer Experience. Our client is committed to creating an inclusive and diverse working environment and welcomes applications from candidates of all backgrounds and experiences. Recruitment decisions are based on skills, experience and suitability for the role. Due to the volume of applications, if you have not heard from us within two weeks of applying, unfortunately your application has not been successful on this occasion.