Senior CRM Manager Up to £80,000 + Bonus Hybrid – London (2–3 days/week) Looking for a CRM role where you actually drive commercial outcomes? This is your chance to step into a high-impact position at the core of trading — where CRM is fully embedded in growth, and every campaign you run directly affects usage, orders, and engagement. You’ll lead a small team, manage the full communications calendar, and bring performance thinking into every push, email, and offer sent. THE ROLE: As Senior CRM Manager, you'll lead the execution, optimisation, and performance reporting of weekly CRM campaigns — focused on driving MAU, engagement, and orders across email and push channels. You will: • Own and manage the end-to-end CRM calendar, ensuring the right messages reach the right audiences at the right time • Collaborate closely with Trading, Commercial, and Partnerships teams to shape and execute offer-led campaigns • Lead on performance analysis — delivering weekly reporting, insight generation, and optimisation plans • Use customer behaviour data to power segmentation and personalisation strategies that lift engagement and conversions • Run test-and-learn frameworks that constantly refine creative, timing, and targeting • Represent CRM in daily trading huddles and cross-functional forums, using insight to influence business decisions • Oversee campaign deployment in Braze, ensuring campaigns are executed efficiently and tagged accurately • Lead, coach, and grow a team of 3 CRM specialists — fostering high-quality delivery and performance excellence YOUR SKILLS AND EXPERIENCE: • 6+ years in CRM, retention, or lifecycle marketing in fast-moving, trading-focused environments (e.g. marketplaces, ecommerce) • Multiple years experience as a people manager • Proven track record managing a CRM calendar end-to-end, across email and push • Strong analytical mindset — comfortable translating campaign and trading data into action • Deep understanding of segmentation, personalisation, and audience strategy • Confident working with Braze (or similar CRM platform) • Experienced people manager – capable of setting priorities, coaching team members, and ensuring consistent delivery • Strong communicator who can hold the room with senior stakeholders, translating performance into business impact • Thrive in a dynamic, high-urgency environment — balancing rapid tactical delivery with long-term CRM improvement