Location: Hybrid / Colston Ave, Bristol BS1 4ST, UK
Job type: Permanent / Full-time
Sector and subsector: Commercial & Marketing | Marketing
Annual Fixed salary: £45,000.00
Job Title: CRM Strategist
Dept: Customer Marketing & Experience Team
Our Media is a leading special‑interest content business, based in the buzzing, creative city of Bristol. We’re home to market‑leading brands in craft, cycling, science and nature, homes and music.
We help our audiences pursue their passions through highly trusted, original content – in print, video and online. Our much‑loved brands include BBC Science Focus, BBC Wildlife Magazine, YourHome, Gathered.how, BikeRadar and Cycling Plus.
We also have an award‑winning content agency that works with major charities, brands and membership organisations to help them tell their stories and engage audiences better – in print, video, and online.
We are seeking a strategic and hands‑on CRM Strategist to lead our CRM strategy, audience segmentation, journey automation and data compliance. This role will shape how we communicate with our subscribers, new prospects and wider audiences, delivering timely, relevant and personalised experiences that drive loyalty, engagement, and revenue growth. Alongside this, the role includes line management responsibility for a direct report, supporting their development and day‑to‑day delivery.
As the CRM lead within the Customer Marketing & Experience team, you will work closely with lifecycle, campaign, brand and BI teams to design and execute CRM strategies that support subscriber journeys, audience growth and retention outcomes.
Responsibilities
CRM Strategy and execution
- Develop and lead a business‑wide CRM strategy that improves data collection, customer engagement, conversion and retention
- Design and deliver automated lifecycle journeys from onboarding through post‑acquisition engagement, renewal and cancellation that focus on engaging customers beyond a transaction.
- Own testing strategies (A/B, multivariate), measurement and optimisation frameworks.
- Identify and champion CRM best‑practice and innovation opportunities, keeping on top of industry insights.
- Collaborate with brand, commercial, editorial, loyalty, tech, activation and acquisition teams to align CRM with strategic goals.
Platform ownership and optimisation
- Own day‑to‑day management of CRM and email platforms
- Act as lead contact for CRM‑related support, platform changes and integration improvements
- Build and maintain scalable campaign templates, journeys, preference centres and trigger logic for optimal data collection
- Drive platform utilisation across multiple teams to maximise business value and ensure platform governance
- Work strategically with content and brand teams to support newsletter growth and optimisations
- Implement onboarding programmes and triggered journeys for new subscribers, to improve early‑life engagement, yield and retention to support lifetime value for all customers.
- Work closely with Business Intelligence, Tech and Data to develop reporting dashboards for newsletter and campaign performance to inform improvements
Data governance and compliance
- Ensure all CRM activity complies with GDPR, PECR, and data protection best practices.
- Create internal guidelines and QA processes for CRM campaign compliance.
- Manage segmentation strategy across lifecycle stages and data collection sources to make recommendations to improve targeting, personalisation and long‑term value and engagement from our customer data.
- Maintain accurate and up‑to‑date customer records and data selection logic.
- Serve as liaison with Legal, BI, and Tech teams to ensure data structure supports compliant segmentation and personalisation.
A Bit About You
- Proven experience in CRM strategy and execution within a digital, publishing, media or subscription environment.
- Excellent written and verbal communication skills, with the ability to explain complex CRM concepts to non‑technical audiences.
- Strong stakeholder management experience; able to align CRM activity with the needs of editorial, marketing, commercial and data teams.
- Demonstrable hands‑on experience with CRM tools and email platforms.
- Strong technical understanding of data management, email marketing, segmentation, automation, and deliverability.
- Experience leading multivariate testing, reporting, and performance optimisation.
- Confident managing data governance in line with GDPR/PECR regulations.
- Capable of translating customer insight into lifecycle and messaging strategies.
- Collaborative, organised and proactive with strong communication and leadership skills.
- Management experience, including line management of direct reports and supporting their development.
- Experience in media, publishing, subscription, or membership‑based businesses.
- Knowledge of email deliverability tools and diagnostics (e.g. Litmus).
- Experience contributing to or leading CRM process documentation and playbooks.
Company Benefits
- Pension contribution matched to 5%
- Season ticket loan
- Hybrid working pattern, flexi start/finish time
- 25 days annual leave plus bank holidays, plus Christmas closure, plus your birthday off
- Option to buy/sell up to 5 days holiday a year
- Enhanced parental leave policies
- Social committee, regular in‑house learning events
- 4x life assurance
Flexible and Hybrid Working
We know we create great things and have fun when we come together in person and collaborate. We also know that working from home brings great benefits in terms of being able to focus on our work, and manage our personal lives around our roles. With this in mind, we have established a hybrid working pattern, with 60% of the working week spent in the office.
Our people also benefit from a flexi time policy, and a flexi location policy which gives everyone the opportunity to work from another location for two weeks during the year.
We are open to discussion about flexible working requests for any flexibility needs not covered by these policies.
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