Role Overview
You’ll own the hands‑on build, management and optimisation of lifecycle and transactional customer communications, primarily via email, with oversight of print communications and future expansion into channels as new comms opportunities arise. You’ll become Policy Expert’s go‑to expert on our CRM platform Bloomreach.
Responsibilities
The role is responsible for executing and continuously improving CRM activity to drive engagement, acquisition, retention, and in‑life commercial performance, while ensuring communications are clear, accurate, and compliant. This role works hand‑in‑hand with the Customer Comms Manager and Lead who will plan what communications are needed across customer journeys and what messages and actions they deliver.
You’ll be ensuring that our CRM foundations are robust and continuously improved, including:
- Own and operate the Bloomreach platform, improving how it is used and ensuring best practice.
- Manage CRM processes, documentation, and supplier relationships to ensure scalable and efficient delivery.
- Manage and maintain customer data integrity, permissions (GDPR compliant), and cross‑functional activity to develop new data and targeting opportunities.
Qualifications
You’re a hands‑on CRM specialist who enjoys building and optimising campaigns and takes pride in getting the detail right. You’re comfortable working independently, managing technical setups, and using data and analysis to continuously improve performance.
You have strong experience with CRM platforms (ideally Bloomreach or similar), understand segmentation, personalisation, and testing, and are confident working with customer data in a compliant way. With this, you’re comfortable taking full accountability for platform set‑up, data hygiene, and campaign build quality, ensuring communications are accurate, effective, and delivered to a high standard.
You’re commercially minded, always looking for ways to improve engagement and retention, but you also care about creating clear, effective customer communications that support a good overall experience. You also have at least 5 years of B2C experience in a service‑led business.
Benefits
Location: This role will be based in our London office in a 50/50 hybrid mode.
Benefits: Pension contributions up to 7%, learning budget of £1,000 a year + study leave, enhanced maternity & paternity, travel season ticket loan, access to a wide selection of London O2 events and use of a private lounge.
Equal Opportunity Statement
We pride ourselves on being an equal opportunity employer. We treat all applications equally and recruit based solely on an individual’s skills, knowledge, and experience. The quality and growing diversity of our team is a testament to this commitment.
At Policy Expert, we are committed to fostering an inclusive and supportive environment for all candidates. If you require any reasonable adjustments during the interview process to accommodate your needs, please do not hesitate to let us know. We are dedicated to ensuring every candidate has an equal opportunity to succeed and will work with you to provide the necessary support.
Application Process
We aim to be in touch within 14 working days of your application – you will be notified if successful or unsuccessful. Please be encouraged to apply even if you do not meet all the requirements.
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