CRM Manager

Overview

Location: Big Motoring World Head Office, Gillingham Business Park, Kent

Job Description

As our CRM Manager, you will lead the planning, execution, and optimisation of multi-channel campaigns across email, SMS, WhatsApp, and postal communications. You’ll design customer journeys, build automated flows, and use data-driven insights to create personalised, impactful messages that improve engagement, retention, and conversion.

You will manage and segment our customer database, maintain strong data hygiene, and support the development of our CRM and CDP capabilities. Working closely with digital, IT, sales, and call centre teams, you will ensure our CRM activity is seamless, targeted, and fully integrated across the business.

Responsibilities

• Map and optimise end-to-end customer journeys across acquisition, retention, and reactivation.
• Deliver multi-channel CRM campaigns and automated workflows.
• Use A/B testing and analytics to improve engagement and performance.
• Manage and segment the customer database, ensuring accuracy and data quality.
• Support CRM/CDP development, triggers, and personalisation rules.
• Integrate CRM with website, app, call centre, and analytics platforms.
• Provide customer insights to sales and aftersales teams.
• Train internal teams on CRM best practices and data standards.
• Ensure GDPR and data governance compliance.

Qualifications

• Degree in Marketing, Business, Analytics, or related field.
• 5+ years’ experience in CRM, lifecycle, or database marketing (ideally B2C).
• Strong knowledge of CRM/CDP platforms and automation tools.
• Expertise in segmentation, data management, and data governance.
• Analytical skills with experience in A/B testing and reporting.
• Understanding of GDPR and consent management.
• Strong communication and project management skills.
• Experience training and supporting teams on CRM processes.

Benefits

• Free parking
• State-of-the-art facilities
• Company pension
• Excellent development opportunities to learn & grow with Big Motoring World

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