CRM Lead
Job Type: Perm
Salary: DOE
Location: Woking + WFH
Consultant: Mags Rendle
The Organisation:
The Digital Recruitment Company, is partnering with a leading multi-site consumer brand operating across the UK & Ireland. This is a large-scale, fast-paced organisation recognised for its strong culture, award-winning marketing team and ongoing investment in digital transformation.
The business continues to innovate across digital, product, and customer experience, creating new opportunities to drive deeper personalisation, loyalty, and long-term customer value. You will be joining a forward-thinking brand that encourages creativity, collaboration and high performance, with genuine opportunities for progression.
The Role:
Our client is looking to hire a talented and ambitious CRM Lead to own and deliver the brand’s lifecycle and retention strategy across all digital channels.
This is a key hire within the marketing team, responsible for shaping and executing the CRM vision, driving personalisation, segmentation, and customer journey optimisation across app, web, kiosk, and email.
You will collaborate with marketing, product, technology and operations teams to ensure customer interactions are timely, relevant and commercially impactful, enhancing engagement, retention and long-term loyalty.
The role blends data-driven CRM strategy with creative brand execution and requires someone confident engaging with senior stakeholders, leading cross-functional initiatives and delivering measurable results.
Job Function:
* Own the development and delivery of the end-to-end CRM and lifecycle marketing strategy, from onboarding through to retention and reactivation.
* Lead personalisation and segmentation programmes using data, insight and AI-driven tools to enhance relevance and commercial impact.
* Develop and optimise customer journeys across app, web, kiosk and email, driving tokenisation and identifiable customer interactions.
* Partner with the Performance Marketing Lead to ensure acquisition and retention activity is aligned and cohesive.
* Work closely with product and UX teams to improve customer journeys, conversion and engagement across digital touchpoints.
* Evolve loyalty initiatives in partnership with stakeholders to deliver genuine customer value while driving revenue and sustainable profit.
* Oversee CRM campaign execution across platforms such as Braze, ensuring operational excellence and on-brand delivery.
* Apply behavioural science principles to influence customer decision-making and optimise messaging.
* Lead a robust test-and-learn roadmap (A/B and multivariate testing) to continually improve CRM effectiveness.
* Produce clear, actionable reporting to inform strategic decisions and influence senior stakeholders.
* Maintain data hygiene and accuracy, collaborating with tech/data teams to ensure CRM systems support growth.
* Manage agency partners effectively, ensuring output is strategically aligned and operationally efficient.
This is a highly cross-functional role requiring strong stakeholder management, strategic thinking and hands-on delivery across complex digital ecosystems.
Experience:
* 4–6+ years’ experience in CRM, loyalty or lifecycle marketing within a brand-led or multi-channel environment.
* Strong understanding of CRM platforms (Braze experience preferred) and campaign workflows.
* Skilled in segmentation, personalisation, journey building and performance optimisation.
* Confident analysing data and using insight to inform decisions and improve performance.
* Experience working with behavioural science and customer psychology is desirable.
* Excellent copywriting instincts with an ability to maintain brand tone and emotional resonance.
* Adept at collaborating with product, tech, creative and commercial teams.
* Understanding of digital loyalty mechanics and value-driven customer engagement.
* Familiarity with A/B and multivariate testing methodologies.
* Experience delivering multi-channel journeys across app, web, kiosk and email.
* Strong agency management and stakeholder engagement skills.
* Proficient with analytics tools such as GA4.
* Basic HTML/CSS skills desirable.
* Comfortable working in an agile, test-and-learn environment.
The Digital Recruitment Company is an Employment Business for interim, contract and temporary recruitment and acts as an Employment Agency in relation to permanent vacancies.
To apply for this role please contact us at:
Mags Rendle
0203 640 2133
mags@digitalrecruitmentcompany.com
www.digitalrecruitmentcompany.com