Senior CRM Manager

About the Team

What You'll Do

• 
  
  Set the global CRM strategy with revenue, retention, and LTV as the headline metrics; email runs as a commercial channel first
  
  


• 
  
  Design the lifecycle programme end-to-end: onboarding, post-purchase, cross-sell, repeat purchase, win-back, and dormant reactivation
  
  


• 
  
  Build the editorial backbone: a content calendar where every send has clear commercial or relationship intent, aligned to brand and product narrative
  
  


• 
  
  Run a structured test-and-learn programme with proper hypotheses, holdouts, and rigorous measurement
  
  


• 
  
  Build the reporting infrastructure from the ground up and translate results into clear next actions
  
  


• 
  
  Partner with Marketing, Creative, Product, and Retail to align around customer experience and trade priorities
  
  


• 
  
  Hire, coach, and develop the CRM team as it scales through 2026 and 2027
  
  

What We're Looking For

• 
  
  Five or more years building and running CRM programmes at scale; consumer tech, DTC, or a high-growth product-led business is the sweet spot
  
  


• 
  
  Comfortable in the data yourself: you build reports, interrogate numbers, and turn findings into decisions
  
  


• 
  
  Commercial fluency: you think in revenue, AOV, repeat rate, and contribution margin; opens and clicks are diagnostics, not the scorecard
  
  


• 
  
  Platform-agnostic across modern ESPs, CRM tools, and ecommerce platforms; experience with Bird is a plus, not a requirement
  
  


• 
  
  Editorial and design judgement: you know what good copy reads like, what strong design looks like, and you're hands-on in the platform
  
  


• 
  
  You've worked somewhere the playbook didn't exist yet and you built it; you make decisions with incomplete information and bring structure where there isn't any
  
  


• 
  
  A bias for shipping: you'd rather get something live and iterate than wait for a perfect brief
  
  

How We Work

• 
  
  Location: London (Kings Cross & Farringdon offices)
  
  


• 
  
  Working Pattern: This is a full-time, in-office role (5 days a week). We move fast, and that means being physically present. We design flexibility around personal needs, but we focus on the magic that sparks when we're all in the same room.
  
  


• 
  
  Commute: We ask that you live within a 60-minute commute of your home office location.