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Moonpig

Senior CRM Manager

Moonpig

. Own the CRM reactivation strategy, developing targeted win-back journeys through segmentation, personalisation and testing .

Posted 10/30/2026full-timeLondon • United KingdomSeniorWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates expertise in CRM strategy development and execution, focusing on customer engagement, retention, and commercial growth through targeted campaigns and data-driven insights. Proficient in managing multi-channel CRM initiatives, including SMS and email, while collaborating with cross-functional teams to enhance customer experiences.

Highest-signal resume keywords
CRM Strategy DevelopmentCustomer SegmentationData-Driven Decision-MakingCampaign OptimisationCross-Functional Collaboration

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
Lifecycle MarketingCustomer EngagementRetention StrategiesEmail Campaign ManagementSMS MarketingPredictive AnalyticsPersonalisation TechniquesTest-and-Learn ProgrammesAutomationCustomer Lifetime Value Models
Soft Skills
Proactive ApproachConfidence in CommunicationCuriosityStrategic ThinkingInfluencing Decisions
Tools & Technologies
Email Service ProvidersSailthruCRM PlatformsAnalytics ToolsData Science Collaboration
Industry Keywords
Customer ExperienceCampaign EffectivenessBusiness PerformanceMarket InsightsEmerging Channels

About the role

Key responsibilities & impact
  • Own the CRM reactivation strategy, developing targeted win-back journeys through segmentation, personalisation and testing
  • Own the strategy, planning and delivery of Peak, Seasonal and Monthly Reminder programmes across CRM channels
  • Develop and deliver a test-and-learn roadmap to optimise reminder timing, audience targeting, content and conversion
  • Explore CRM growth opportunities such as WhatsApp, overlays, Tell a Friend initiatives and predictive targeting, developing business cases to test and scale opportunities
  • Own and develop the strategy for the SMS channel, including customer data and consent collection, audience targeting and campaign optimisation
  • Advance dynamic content, customer segmentation and predictive capabilities for relevant and personalised customer communications
  • Partner with Analytics and Data Science to establish measurement frameworks, evaluate campaign effectiveness and translate results into recommendations
  • Work with Product, Commercial, Buying, Marketing, Content and Design teams to align CRM initiatives with business objectives
  • Bring external insights, competitor learnings and new ideas into the CRM team to improve customer experiences and business performance

Requirements

What you’ll need
  • 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, including email, push notifications and emerging channels such as SMS
  • Hands-on experience with Email Service Providers, customer segmentation, automation and personalisation
  • Passion for customer lifecycle marketing and understanding of how CRM can influence customer behaviour, improve retention and grow customer lifetime value
  • Data-driven decision-making, including developing test-and-learn programmes, interpreting results and applying insights to optimise performance
  • Confidence collaborating with cross-functional stakeholders and influencing decisions
  • Ability to balance strategic thinking with hands-on delivery, prioritise effectively and manage multiple initiatives in a fast-paced environment
  • Proactive, curious approach to improving CRM performance through new channels, technologies, personalisation and customer experiences
  • Ability to bring external insights and learnings and demonstrate their business value
  • Confident communication style and ability to translate complex performance data into clear insights, recommendations and actions
  • Desirable: 6+ years' experience in a CRM-focused role
  • Desirable: experience launching, scaling or optimising new CRM channels including SMS
  • Desirable: experience with predictive analytics, customer lifetime value models or advanced personalisation
  • Desirable: experience partnering with Product teams
  • Desirable: familiarity with Sailthru or a similar CRM marketing platform

Benefits

Comp & perks
  • Competitive pay and bonuses
  • Generous pension plans
  • Staff discounts
  • Private healthcare (UK)
  • Mental health support
  • Generous holidays
  • Hybrid working
  • Up to 20 days of international working
  • Learning allowances
  • Coaching and development programs