CRM/Lifecycle Marketing Manager
Role Purpose
Own and optimise the entire customer lifecycle within HubSpot to drive engagement, conversion, retention, and revenue from the existing database.
This role is responsible for building and executing all CRM journeys, ensuring leads and clients are effectively nurtured through to opportunity and revenue via structured, data-led communication.
Core Skills Needed
- End-to-end campaign management experience – from ideation to creation to segmentation to reporting
- AI experience preferable including chatbot management
- Strong hands-on experience with HubSpot (or similar CRM)
- Proven ability to build workflows, automation, and lifecycle journeys
- Experience managing multi-channel CRM communications (email, SMS, WhatsApp)
- Highly data-driven with strong segmentation and targeting capability
- Commercial mindset with focus on conversion and revenue
- Detail-oriented and execution-focused
Core Responsibilities
HubSpot Ownership & Data Management
- Own HubSpot as the central platform for lifecycle marketing and customer data
- Build and manage all workflows, automation, sequences, and lifecycle stages with the goal of nurturing new leads and the existing database
- Maintain data quality, segmentation, and targeting structure across the database
- Manage client allocation to the sales team, ensuring a consistent journey is followed with core touchpoints for client segments
- Ensure accurate lifecycle tracking from lead through to client
Lifecycle Strategy & Execution
- Design and execute end-to-end nurture journeys across the full lifecycle
- Build and optimise programmes for:
- New lead nurture (post-enquiry)
- Re-engagement of inactive or cold leads
- Client retention, upsell, and cross-sell
- Use behavioural triggers and segmentation to personalise journeys
CRM Campaign Delivery (Email, SMS, WhatsApp)
- Plan and execute all CRM-led campaigns including nurture campaigns and development specific campaigns
- Own all outbound communication channels:
- Email
- SMS
- WhatsApp
- AI chatbots
- Ensure consistent, timely, and high-quality messaging across all lifecycle touchpoints
Pipeline & Revenue from Existing Database
- Own pipeline generation from:
- Existing leads
- Warm prospects
- Current clients
- Identify high-value segments and opportunities within the database, planning campaigns to target and nurture them accordingly
- Improve lead-to-opportunity conversion through effective nurture
Customer Journey & Experience
- Own the end-to-end CRM journey
- Identify friction points, drop-offs, and missed opportunities
- Continuously improve the customer experience across lifecycle stages
- Work alongside the Senior Investment Directors to manage client allocations and ensure the sales team are following core touchpoints within the customer journey
Performance & Optimisation
- Track and report on:
- Engagement metrics (open rate, CTR, response)
- Conversion (Lead → Opportunity → Reservation)
- Pipeline generated from CRM activity
- Continuously optimise journeys, messaging, and segmentation based on data
Salary: 40,000 - £50,000