Senior CRM Specialist

Salary: £50,000 - £60,000 + bonus + benefits
Location: London (Hybrid – 4 days in office)

Our client is one of the UK's leading consumer technology businesses, currently undergoing a major transformation as it develops its digital marketplace and invests significantly in Consumer Growth. They're looking for a Senior CRM Specialist to join their expanding CRM function and help deliver best-in-class lifecycle marketing across a large consumer customer base.

Working within the Consumer Growth team, this is a highly hands-on CRM role with significant exposure to Braze, automation, customer data, experimentation and behavioural journey development. You'll work closely with CRM leadership alongside Product, Data and Engineering, helping turn customer insight into sophisticated lifecycle journeys that increase engagement, retention and repeat usage.

The Opportunity

• Take hands-on ownership of CRM campaigns and automated lifecycle journeys across multiple touchpoints.
• Work extensively within Braze, building, testing and optimising sophisticated customer journeys.
• Help develop CRM beyond campaign execution into a genuine commercial growth channel.
• Use customer behaviour and data to develop stronger segmentation and personalisation.
• Work closely with Product, Data and Engineering to unlock new CRM capabilities.
• Develop a structured experimentation approach across lifecycle communications.
• Join a growing CRM function with significant opportunity to introduce new ideas and improve existing ways of working.
• Gain exposure to AI, automation and increasingly sophisticated CRM technology.

Responsibilities

• Build, launch and optimise CRM campaigns and automated customer journeys.
• Develop customer segmentation using behavioural and lifecycle data.
• Support lifecycle programmes across onboarding, engagement, retention, repeat usage and reactivation.
• Own campaign set-up, audience selection, personalisation, QA and optimisation.
• Develop and execute A/B tests to continuously improve customer performance.
• Analyse campaign and lifecycle performance, translating data into actionable recommendations.
• Work with Product, Data and Engineering to improve customer journeys and CRM capabilities.
• Support the development of CRM strategy whilst remaining highly hands-on with execution.
• Identify opportunities to improve processes through automation and AI.
• Help establish scalable CRM processes, documentation and best practice.

Your Profile

• Strong hands-on CRM/lifecycle marketing experience within a consumer-facing business.
• Experience building automated journeys and behavioural campaigns.
• Experience with Braze is highly desirable, although experience with comparable sophisticated CRM platforms will be considered.
• Strong understanding of segmentation, personalisation and customer lifecycle marketing.
• Experience across email and ideally additional channels such as push, in-app and SMS.
• Data-led and comfortable analysing campaign/customer performance.
• Strong experimentation and A/B testing mindset.
• Commercially minded and interested in CRM's impact beyond opens and clicks.
• Comfortable collaborating with Product, Data and Engineering.
• Technically curious, with an interest in AI, automation and new CRM capabilities.
• Someone who enjoys being hands-on and executing, whilst wanting greater exposure to strategy and ownership.

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.