CRM Manager

CRM Manager

Up to £55k + travel expenses

Remote (travel to office approximately every 6 weeks)

Forward Role are working with an established consumer brand in the insurance and financial services space who are on a major journey to modernise its customer marketing.

The business helps customers easily compare and buy cover across a wide range of products from car and home to travel, life, and business insurance.

Having grown rapidly through a strong digital-first, service-led model, the company is now investing in the next phase of its marketing evolution; a data-driven customer insight and segmentation project designed to boost acquisition, deepen loyalty, and drive customer lifetime value.

The role:

You’ll join a collaborative CRM function working across email and SMS channels, to create smarter, more personalised customer experiences.

The focus is on turning insight into action moving from a one-size-fits-all CRM approach to behaviour-led, segmented lifecycle campaigns that enhance engagement and retention.

Responsibilities:

• Lead the planning and execution of CRM communications across the full customer lifecycle, with a focus on retention.
• Develop detailed customer journey frameworks and campaign schedules.
• Create and manage communications campaigns, including content creation, design, audience targeting, and deployment.
• Design testing strategies (A/B and multivariate) and produce insights reports to inform future campaigns.
• Drive tangible improvements in customer engagement, loyalty, and retention metrics.

What we’re looking for:

• 3+ years in a CRM, lifecycle, or customer engagement role, ideally in service-based or digital businesses.
• Experience planning and executing email, SMS, in-app, and push campaigns, including A/B and multivariate testing.
• Skilled in customer journey orchestration, segmentation, personalisation, and dynamic content.
• Comfortable working with data and creative teams, with a strong understanding of CRM data flows and campaign build processes.

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