CRM Manager

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

Posted 9/25/2026full-timeTelford • United KingdomMid-LevelSenior💰 £50,000 - £60,000 per yearWebsite

Tools & technologies

SQL

Key responsibilities & impact

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
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 to enable better customer insight and cross-brand opportunities
Work with Customer Service and Booking teams to improve CRM workflows and customer journeys
Establish segmentation and data governance frameworks
Develop cross-selling and upselling opportunities across the brand portfolio
Use customer insight to support product recommendations and personalised communications
Own CRM activity across email and SMS while exploring WhatsApp and chat opportunities
Align CRM activity with Marketing and Commercial growth objectives
Establish and monitor CRM KPIs
Track engagement, conversion, retention, cross-sell and customer lifetime value metrics
Analyse performance and provide reporting and recommendations to senior leadership

What you’ll need

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
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
Ability to work strategically while remaining highly hands-on and delivery-focused
Commercially minded approach, with a focus on customer value and measurable outcomes
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

Comp & perks

Hybrid working from Telford, Shropshire
Significant autonomy and visibility with senior leadership
Opportunity to take ownership of CRM across a rapidly growing group of consumer brands
Chance to build and shape a CRM function
Collaborative environment working across Marketing, Commercial, Operations and Customer Experience
Inclusive and diverse working environment