Senior CRM Manager

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 personalised, data-driven experiences.

Working cross-functionally with Product, Analytics, Engineering, Supply, and Logistics teams, you'll play a key role in improving commercial performance, operational efficiency, and AI-driven automation capabilities.

Key Responsibilities

• Own end-to-end lifecycle marketing programmes, from strategy and execution through to optimisation and performance measurement

• Design, build, and optimise multi-channel automated customer journeys across email, push notifications, WhatsApp, and other CRM channels

• Develop prioritisation rules, conflict management logic, and journey orchestration to deliver seamless customer experiences

• Build dynamic audience segmentation using SQL and large-scale customer data

• Monitor, maintain, and continuously improve CRM automation performance and operational health

• Partner closely with Product, Engineering, Analytics, and Operations teams to deliver scalable CRM solutions

• Translate business requirements into automated lifecycle campaigns that improve engagement and retention

• Analyse campaign performance and customer behaviour to identify optimisation opportunities

• Drive continuous improvements across CRM technology, automation workflows, and customer experience

• Contribute to AI-driven CRM initiatives and innovative engagement strategies

Requirements

• Proven experience managing complex CRM lifecycle programmes within a large-scale, data-driven environment

• Strong understanding of multi-channel marketing automation, customer journey orchestration, and lifecycle marketing

• Experience managing prioritisation logic, conflict resolution, and sophisticated automated campaign workflows

• Hands-on experience with SQL and working with 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

• Ability to collaborate effectively with technical teams including Data Engineers and Product teams

• Strong analytical mindset with the ability to turn data into actionable marketing strategies

• Excellent stakeholder management, communication, and cross-functional collaboration skills

• Self-motivated with the ability to manage projects from concept through execution

Preferred Skills

• Experience working within marketplace, e-commerce, logistics, mobility, or technology businesses

• Knowledge of AI-powered marketing automation and personalisation

• Experience working with real-time customer data and event-driven marketing