CRM Manager

CRM Manager
£40,000 per annum
Location: Hybrid (Wiltshire-based head office, with flexibility)

Are you a customer-focused professional with a flair for CRM and data-driven insight? Do you have a passion for creating exceptional customer journeys that keep people coming back? If so, we’ve got an exciting new opportunity for you.

A well-established, purpose-led organisation is looking for a CRM Manager to join its growing marketing team. With a strong reputation in delivering directly to customers, this company has been changing lives for decades - and they’re just getting started.

The Role

Reporting to the Marketing Operations Manager, you’ll lead the charge on improving the customer experience across the full lifecycle - from first contact through to long-term loyalty. You’ll use insight, empathy, and strategy to uncover where drop-offs happen, why rebookings don’t occur, and how to increase multi-service engagement.

This is a pivotal role that connects marketing, customer service, digital, and internal teams - ensuring a seamless, meaningful, and rewarding journey for every customer.

Key Responsibilities

• Map and optimise the full customer journey to reduce churn and improve retention
• Use CRM and analytics to understand behaviours, trends, and segmentation opportunities
• Create and refine targeted communication strategies (email, SMS, post-visit etc.)
• Collaborate cross-functionally to align customer touchpoints and improve experience
• Champion customer feedback and turn insights into actionable improvements
• Promote cross-sell opportunities and increase service uptake
• Track and report on KPIs such as retention rates, lifetime value, and churn

What You’ll Bring

• Proven experience in a CRM, retention, or customer relationship role
• Strong analytical skills and ability to turn data into actionable insights
• Solid understanding of customer lifecycles and segmentation strategies
• Confident communicator and collaborator with a customer-first mindset
• Ideally, experience in healthcare or a service-led industry

What’s On Offer

• Hybrid working with a Wiltshire-based HQ
• Private medical insurance and life assurance (4x salary)
• Contributory pension scheme (up to 5% matched)
• 22 days' holiday + bank holidays
• Access to wellbeing support and discounted products

This is a fantastic opportunity for someone who’s empathetic, commercially minded, and excited to shape the future of customer engagement in a business that makes a genuine difference.

Apply today and help redefine what great customer care looks like.