Senior CRM Manager

Senior CRM Manager - Growth (14-Month Maternity Cover) |📍London – Hybrid (1-2 days) |💰Competitive Salary + Benefits

About the Role

The CRM team's mission is to engage Moonpig customers through relevant, timely and personalised communications, helping them remember and celebrate important moments while driving customer engagement, retention and lifetime value.

As Senior CRM Manager - Growth, you will shape and deliver the CRM Growth strategy. You will identify new opportunities to engage customers, reactivate inactive customers and turn customer insight into impactful initiatives that improve engagement and drive incremental growth.

This is a 14-month maternity cover role where you will balance strategic direction with hands-on delivery, using a test-and-learn mindset to create measurable results and grow customer lifetime value.

This role is 34.5 hours (9.00-17.30 Mon-Thurs & 9.00-12.30 Fri)

Strong experience in CRM or lifecycle marketing, with a proven track record of developing and delivering strategies that drive customer engagement, retention and commercial growth.

Commercially minded and comfortable taking ownership of strategic initiatives, identifying opportunities and translating them into measurable business results.

Experience managing CRM campaigns across multiple channels, with a strong understanding of email, push notifications and emerging channels such as SMS.

Hands-on experience with Email Service Providers, customer segmentation, automation and personalisation.

A passion for customer lifecycle marketing and an understanding of how CRM can influence customer behaviour, improve retention and grow customer lifetime value.

A data-driven approach to decision-making, including developing test-and-learn programmes, interpreting results and applying insights to optimise performance.

Confidence collaborating with cross-functional stakeholders, influencing decisions and bringing teams together to deliver shared objectives.

The ability to balance strategic thinking with hands-on delivery, prioritise effectively and manage multiple initiatives in a fast-paced environment.

A proactive, curious approach to improving CRM performance through new channels, technologies, personalisation and customer experiences.

The ability to bring insights and learnings from external sources and demonstrate how they could add value to the business and customers.

A confident communication style, with the ability to translate complex performance data into clear insights, recommendations and actions.

Desirable: 6+ years' experience in a CRM-focused role; experience launching, scaling or optimising new CRM channels including SMS; experience with predictive analytics, customer lifetime value models or advanced personalisation; experience partnering with Product teams; familiarity with Sailthru or a similar CRM marketing platform.