Senior CRM Manager

The role

You will shape and deliver the CRM Growth strategy for Moonpig's customers. You will build win-back journeys, plan seasonal and reminder programmes, and grow the new SMS channel. This is a 14-month maternity cover role.

What you will do

• Own the CRM reactivation strategy to re-engage inactive customers and reduce attrition.
• Own the strategy, planning and delivery of Peak, Seasonal and Monthly Reminder programmes across CRM channels.
• Develop and deliver a test-and-learn roadmap to optimise reminder timing, audience targeting, content and conversion.
• Explore new CRM growth opportunities such as WhatsApp, overlays, Tell a Friend and predictive targeting, and build business cases to test and scale them.
• Own and develop the strategy for the newly launched SMS channel, including customer data and consent collection, targeting and optimisation.
• Advance the use of dynamic content, customer segmentation and predictive capabilities for more personalised communications.
• Partner with Analytics and Data Science to set up measurement frameworks and turn results into recommendations.
• Work with Product, Commercial, Buying, Marketing, Content and Design teams to align CRM initiatives with business objectives.
• Bring external insights, competitor learnings and new ideas into the CRM team.

Required qualifications

• Strong experience in CRM or lifecycle marketing with a proven track record of driving engagement, retention and commercial growth.
• Commercially minded, comfortable owning strategic initiatives and turning them into measurable results.
• Experience managing CRM campaigns across multiple channels, including email, push notifications and emerging channels such as SMS.
• Hands-on experience with Email Service Providers, customer segmentation, automation and personalisation.
• Understanding of how CRM influences customer behaviour, retention and customer lifetime value.
• Data-driven decision-making, including developing test-and-learn programmes and interpreting results.
• Confidence collaborating with cross-functional stakeholders and influencing decisions.
• Ability to balance strategic thinking with hands-on delivery and manage multiple initiatives in a fast-paced environment.
• Proactive, curious approach to improving CRM performance through new channels, technologies and personalisation.
• Confident communication, translating complex performance data into clear insights and actions.

Nice to have

• 6+ years' experience in a CRM-focused role.
• Experience launching, scaling or optimising new CRM channels including SMS.
• Experience with predictive analytics, customer lifetime value models or advanced personalisation.
• Experience partnering with Product teams.
• Familiarity with Sailthru or a similar CRM marketing platform.

Benefits

• Competitive pay and bonuses.
• Generous pension plans.
• Staff discounts.
• Private healthcare (UK) and mental health support.
• Generous holidays.
• Hybrid working (1-3 days in office, depending on role/team).
• Up to 20 days of international working.
• Learning allowances, coaching and development programmes.

Before you apply

• Regular face-to-face office time is expected; the amount will be discussed during recruitment.
• Reasonable adjustment requests can be made on the application or with the recruiter.

About the company

Moonpig Group is home to Moonpig, Greetz, Red Letter Days and Buyagift, and helps people stay close and celebrate important moments through cards and gifts. The group describes itself as leading the online gifting revolution.