Senior CRM Manager

Senior CRM Manager Sep 22, 2026 The Senior CRM Manager owns the CRM platform and the lifecycle programme that runs on it: configuration, data structure, segmentation, and the onboarding, renewal and win-back campaigns built on top of it. The role sits in Product under the CRM & Analytics stream, partners with Marketing, Analytics and Support, and directs one Junior CRM Manager. Core responsibilities Own the CRM platform: configuration, data structure, integrations and access. Define the customer data model and keep it segmented by behaviour, demographics and lifecycle stage. Define and track CRM KPIs with Product, Marketing and Analytics stakeholders, and agree the targets each campaign is held to. Set the lifecycle strategy across onboarding, activation, renewal and win-back, and decide which channels carry it. Support data-driven decisions across teams by turning CRM data into recommendations leadership can act on. Direct the Junior CRM Manager: set priorities, review campaign work before it ships, and raise the team's technical standard. Day-to-day responsibilities Set up and maintain engagement channels (email, push, in-app, SMS) and the templates behind them. Own workflow automation inside the CRM: triggers, sequences, scoring and suppression rules. Build and run lifecycle and retention campaigns end to end, including segmentation, testing and post-campaign read-outs. Produce CRM performance reports and dashboards for leadership on a fixed weekly and monthly cadence. Run exploratory analysis on customer behaviour to find trends worth acting on, and present findings to non-technical stakeholders. Build ad-hoc predictive models where they change a decision, such as churn risk or propensity to renew. Own resolution of customer queries and complaints that come through CRM touchpoints, and fix the process that caused them. Product or marketing analytics that do not feed a CRM segment, campaign or touchpoint. What we are looking for Required 7+ years in CRM, lifecycle or retention marketing, including ownership of a CRM platform end to end. Hands-on administration of a major CRM or engagement platform: segmentation, automation builder, integrations, data hygiene. A record of lifecycle programmes you designed and shipped; with the retention or revenue numbers they moved. SQL strong enough to pull and validate your own segments without waiting on Analytics. Comfort presenting to leadership and translating customer data into a recommendation, not just a chart. Experience with predictive modelling (churn, propensity, LTV) or close partnership with a data science team. Experience setting standards for, or mentoring, a junior CRM hire. Python or R for ad-hoc analysis.