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Senior CRM Manager
Full-time
An exciting opportunity is available for an experienced Senior CRM Manager to lead lifecycle marketing and customer engagement across a large-scale B2B ecosystem. This role focuses on designing and optimising automated customer journeys for partners and couriers, combining lifecycle strategy, marketing automation, analytics and CRM technology to deliver highly personalised, data-driven experiences. You'll work cross-functionally with Product, Analytics, Engineering, Supply and Logistics teams to improve commercial performance, operational efficiency and AI-driven automation capabilities.
Key Responsibilities
Own end-to-end lifecycle marketing programmes, from strategy and execution to optimisation and measurement
Design, build and optimise multi-channel automated journeys across email, push notifications, WhatsApp and other CRM channels
Develop prioritisation rules, conflict management logic and journey orchestration
Build dynamic audience segmentation using SQL and large-scale customer data
Monitor and continuously improve CRM automation performance and operational health
Partner with Product, Engineering, Analytics and Operations to deliver scalable CRM solutions
Contribute to AI-driven CRM initiatives and innovative engagement strategies
Requirements
Proven experience managing complex CRM lifecycle programmes in a large-scale, data-driven environment
Strong understanding of multi-channel marketing automation, customer journey orchestration and lifecycle marketing
Experience with prioritisation logic, conflict resolution and sophisticated automated workflows
Hands-on experience with SQL and large customer databases
Experience integrating APIs, webhooks and backend CRM systems
Practical experience with enterprise CRM and marketing automation platforms such as Braze, Salesforce or similar
Strong analytical mindset and excellent stakeholder management
Preferred: experience in marketplace, e-commerce, logistics, mobility or technology businesses; knowledge of AI-powered marketing automation and real-time, event-driven marketing.
