Nine Elms, London – Full-time (4 days a week on-site)
At Zapp, we are building the future of convenience. We don’t just deliver groceries; we deliver time. As our Manager of CRM, you will be the architect of our customer journey, ensuring that every push notification, email, and in‑app message feels less like “marketing” and more like a helpful neighbour who knows exactly when you’re out of coffee.
You will support the end‑to‑end lifecycle strategy — from the moment a user downloads the app to the point they become a loyal Zapp power‑user. You’ll blend data‑driven experimentation with creative storytelling to drive retention, increase lifetime value (LTV), and reduce churn in a fast‑paced, high‑frequency environment.
About Zapp
Zapp is London’s leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi‑trillion dollar convenience retail market, currently dominated by major players, by developing best‑in‑class customer‑centric technology and fulfilment solutions. Zapp partners with some of the world’s leading brands to deliver an exclusive range of hand‑picked products 24/7, delivered in minutes.
Key Responsibilities
- Strategy & Execution: Develop and scale multi‑channel CRM campaigns (Push, In‑app, Email, Whatsapp) that resonate with our urban, “on‑demand” audience.
- Lifecycle Mapping: Build automated “Always On” journeys for onboarding, reactivation, and future loyalty tiers.
- Segmentation: Utilise our data stack to create hyper‑targeted segments based on purchasing behaviour, location, and frequency.
- A/B Testing: Obsess over optimisation. You’ll constantly test subject lines, send times, creative assets, and incentive structures to find the “winning” formula.
- Cross‑Functional Collaboration: Work closely with the Product team to improve in‑app messaging hooks and the brand team to ensure our brand voice stays sleek, premium, and culturally relevant.
- Reporting: Track and report on key metrics like Open Rates, CTR, Conversion, and — most importantly — Retention and Order Frequency.
Requirements
- Experienced: You have 5+ years of experience in CRM or Lifecycle Marketing, ideally within a high‑growth B2C start‑up (e‑commerce, food delivery, or Q‑commerce).
- Platform Pro: You are an expert in CRM tools like Braze, Klaviyo, MoEngage, or Iterable. You know how to build complex multi‑step canvases, and understanding how to write liquid logic (or similar) is a real bonus.
- Data‑Driven: You don’t just look at dashboards; you ask “why.” You’re comfortable with data visualisation tools (Looker), and basic SQL is a major plus.
- Customer‑Obsessed: You have a “spidey sense” for what makes a great Zapp user experience and what feels like spam.
- Agile: You thrive in a world where things move at 100mph. You can pivot a strategy on Tuesday and have it live by Wednesday.
Benefits
- Competitive salary & equity package.
- Enjoy 25 days of holiday per year (plus all bank holidays).
- Private Health Insurance.
- Extended sick pay and maternity/paternity leave pay.
- Cycle to work scheme.
- Flexible/hybrid working arrangement.
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