CRM Manager

Role Overview

Manage HubSpot, our CRM platform, making sure it is set up correctly, runs reliably day to day and holds accurate data. Use customer data and insight to define segmentation, size opportunities and prioritise where CRM will have the most impact.

What You Will Do

Design personalised journeys across the full parent lifecycle, covering: nurturing prospects to trial, onboarding families so they see the value of membership early, growing early-life membership and preventing churn, winning back lapsed members.

Why It Might Be a Fit

Bring a test-and-learn approach, with clear testing plans and a structured way of turning results into action. Act as the CRM champion and Work with Dev on integrations and lead the roadmap of improvements to the CRM platform.

Requirements

• At least 4 years of CRM experience, ideally in a subscription or membership business, with HubSpot as an advantage.
• Hands-on experience of building workflows, segmentation and automation, and of keeping CRM data accurate.
• A strong grasp of lifecycle marketing, from prospect nurture through onboarding, retention and win-back.
• Experience across email and push notifications, ideally WhatsApp too, with a solid understanding of email build standards and deliverability.
• The technical confidence to troubleshoot platform issues and work with developers on integrations.
• Working knowledge of GDPR and PECR as they apply to CRM.
• Strong analytical skills, with experience of designing tests and tracking performance against KPIs.
• High attention to detail, strong organisation and the ability to manage several priorities.
• A curious, growth-oriented mindset and a passion for continuous improvement.
• A team player with strong communication skills and experience of working across Product, CX, Engineering and Operations to deliver shared goals.

Benefits

• 22 flexible holiday days each year, plus bank holidays and extra gifted time off between Christmas Eve and the New Year.
• 3 additional paid days off to take for a personal or religious celebration, wellbeing or a volunteer day.
• Fully subsidised tuition for the children of all salaried staff.
• 50% off Explore Learning membership fees for all immediate relations of staff members.
• Staff discounts including gym memberships and sportswear, free 16-25 or 26-30 railcard, free counselling services, access to My Possible Self (a wellbeing app), a cycle to work scheme, and a discounted Tastecard.
• Private health insurance with Vitality after a length of service reward.
• Referral bonus offering, payroll giving scheme, enhanced parental leave, and pension options.