CRM Manager (Senior) - CRM/Email

Brand - Marketing

Ref: 3970 Date Posted: Thursday 27 Aug 2026

CRM Manager (Senior)

Salary: £75,000 - £85,000 + bonus + benefits
Location: London (Hybrid – 4 days in office)

Our client is one of the UK's leading consumer technology businesses, currently undergoing a significant transformation as it evolves from a traditional lead generation platform into a modern, product-led marketplace. As part of this transformation, they're investing heavily in CRM and lifecycle marketing, with an ambition to move CRM from a predominantly campaign-led communications channel into a sophisticated, automated and commercially accountable growth engine. They're now looking to appoint a Consumer CRM Manager to own the consumer lifecycle strategy, driving greater engagement, repeat usage, retention and customer lifetime value across a large consumer customer base.

This is a highly visible, hands-on role for someone who can combine strategic and commercial thinking with the ability to get into the detail – building journeys, developing segmentation, testing new ideas and working closely with Product, Data and Engineering.

The Opportunity

Own and develop the consumer CRM and lifecycle strategy.
Help transform CRM into a sophisticated, automated and measurable commercial growth engine.
Build behaviour-led lifecycle journeys across email, push, in-app and other customer touchpoints.
Drive repeat usage, retention and customer lifetime value.
Work closely with Product, Data, Analytics and Engineering to improve customer journeys.
Develop stronger segmentation, personalisation, experimentation and automation.
Influence CRM across onboarding, post-job experiences, repeat bookings, loyalty and reactivation.
Join a business investing heavily in technology, data, AI and experimentation, with significant opportunity to build rather than simply maintain.

Responsibilities

Own the end-to-end consumer CRM and lifecycle strategy.
Develop and optimise automated lifecycle programmes across onboarding, engagement, retention, repeat booking and reactivation.
Build sophisticated segmentation and personalisation strategies using behavioural and transactional data.
Create and optimise triggered journeys across multiple CRM channels.
Develop a structured experimentation and A/B testing programme.
Establish stronger measurement and attribution, connecting CRM activity to commercial outcomes.
Partner with Product and Growth to embed lifecycle thinking into the wider customer experience.
Work alongside Data, Analytics and Engineering to improve customer signals, data availability and CRM infrastructure.
Identify opportunities to use AI and automation to improve CRM effectiveness and operational efficiency.

Your Profile

Strong experience across CRM, lifecycle marketing or retention within a consumer-facing technology, marketplace, ecommerce, subscription or similarly data-rich business.
Proven experience developing lifecycle strategies across onboarding, engagement, retention, repeat usage and reactivation.
Strong hands-on experience building and optimising automated CRM journeys.
Experience using Braze or a comparable sophisticated CRM platform.
Strong understanding of segmentation, personalisation, behavioural triggers and experimentation.
Commercially minded, connecting CRM activity to outcomes such as retention, repeat usage, revenue and LTV.
Comfortable partnering closely with Product, Data, Analytics and Engineering.
Strategic thinker who remains comfortable being hands-on.
Enjoys building and improving within an evolving, fast-paced environment.

How to apply

To apply for this outstanding opportunity, please contact Daniel Haymes at Pivotal for a confidential discussion on 07447 347948 or email daniel@pivotallondon.co.uk.

Pivotal is an equal opportunities employer and we encourage applications regardless of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation, and any other protected status as required by applicable law.