CRM Manager
Pion · London, England ·
Overview In this role you will own and evolve the core lifecycle journeys, from onboarding to re-engagement, and drive performance-driven CRM programs. You will plan and execute commercial and engagement campaigns, shaping content and timing with cross-functional partners.
You will lead the testing roadmap, turn data into actionable insights, and advocate for CRM investment based on results. This is a chance to impact customer engagement at scale within a fast-growing, award-winning tech-enabled retailer ecosystem.
Pay / Benefits competitive salary 30 days annual leave + bank holidays Great Place To Work accreditation remote-first working environment flexible working hours monthly wellness allowance Responsibilities Own and evolve core lifecycle journeys (onboarding, activation, engagement, basket abandonment, win-back, re-engagement) from strategy to build and optimisation Plan and execute commercial campaign sends balancing frequency and priority with lifecycle health Plan and execute engagement-focused sends with content, calendar and social opportunities Own and prioritise the testing roadmap (subject lines, send times, content, journey logic) and translate results into recommendations Use performance data (opens, clicks, conversion, retention, incrementality) to diagnose underperformance and propose fixes Brief, QA and direct internal resources to extend execution capacity and build a narrative to justify further CRM investment Key requirements Five+ years hands-on across the full CRM and lifecycle marketing discipline (strategy and execution) Proficient in an ESP or marketing automation platform (Iterable, Braze, Salesforce Marketing Cloud, Klaviyo or similar) and capable of building and QA-ing campaigns and journeys Strong grasp of segmentation, triggers and automation logic Ability to read performance data and translate into actionable next steps with a testing mindset Proactive improver instinct to optimise onboarding flows and calendars and act on opportunities Comfortable briefing and directing internal resources and securing cross-functional buy-in (product, brand, marketing, creative, data) Clear, honest communicator with a self-starter, can-do attitude Bonus points for experience in subscription/loyalty/ecommerce or affiliate-adjacent businesses, familiarity with incrementality or holdout testing, data querying, or advanced personalization and next-best-action decisioning self-starter clear communicator cross-functional collaboration Iterable Braze Salesforce Marketing Cloud