Hybrid, minimum 2 days per week in office (Bristol)
Reporting line:
Reports to Head of Marketing
Employment type:
Full-time, permanent
Overview
This role is responsible for leading the strategy, execution, and optimisation of CRM‑driven customer communications. The focus is on driving engagement, retention, and commercial performance through high‑quality lifecycle marketing.
You will own a key growth channel, combining hands‑on campaign delivery with strategic development of customer journeys and automation programmes. The role requires a balance of creative execution, technical capability, and data‑driven decision making.
Key Responsibilities
Campaign strategy, content, and execution
- Lead the planning, build, and optimisation of high‑performing email campaigns across marketing, lifecycle, and transactional communications
- Develop engaging, on‑brand content and designs that drive measurable engagement and conversion
- Ensure all communications are delivered accurately, on time, and aligned to brand standards
- Manage a high volume of campaigns while maintaining quality and consistency
CRM and lifecycle marketing
- Own the end‑to‑end development of customer lifecycle programmes focused on retention and long‑term value
- Design, build, and optimise automated customer journeys based on behaviour and segmentation
- Continuously improve customer communication flows to increase engagement and reduce churn
Performance optimisation
- Develop and execute a structured testing programme across campaigns and journeys
- Analyse campaign performance and provide actionable recommendations to improve results
- Monitor key metrics including engagement, conversion, retention, and deliverability
Database management and deliverability
- Maintain database health through effective list management and compliance with best practice
- Optimise deliverability by managing bounce rates, unsubscribe rates, and engagement signals
Cross‑functional collaboration
- Act as the central point of contact for customer communications
- Work closely with teams across product, technology, customer operations, and commercial functions
- Align messaging, timing, and campaign priorities across stakeholders
Forms, integrations, and data capture
- Build and optimise web forms to support effective data capture
- Ensure seamless integration between customer data systems and communication platforms
Skills and Experience
- 5+ years’ experience in CRM and email marketing
- Proven track record of delivering high‑performing email campaigns end‑to‑end
- Strong understanding of segmentation, personalisation, automation, and deliverability
- Experience building and optimising customer lifecycle and retention programmes
- Ability to analyse performance data and translate insights into improved outcomes
- Strong copywriting skills with attention to detail and brand consistency
- Experience managing multiple campaigns and priorities in a fast‑paced environment
- Excellent stakeholder management and communication skills
- Experience with enterprise‑level marketing automation or CRM platforms
- Experience working in high‑growth or customer‑centric environments
- Exposure to multi‑channel communication strategies, including messaging platforms
Personal Attributes
- Commercially driven with a focus on measurable outcomes
- Highly organised with strong attention to detail
- Analytical mindset with a passion for continuous improvement
- Proactive and comfortable taking ownership of key initiatives
- Collaborative and adaptable, able to work across teams effectively
Success Metrics
- Improvement in engagement metrics such as open rate and click‑through rate
- Growth in customer retention and repeat engagement
- Increased contribution of CRM channel to overall commercial performance
- Accuracy and consistency of campaign execution
- Continuous improvement through testing and optimisation
#J-18808-Ljbffr…