Immediate Start - Wednesday 15th October 2025
All potential candidates should read through the following details of this job with care before making an application.
Temp to Perm - Initial 3-month contract
Location: Covent Garden | Hybrid | 3 Days in the Office 2 Days from Home
Hours: 9:00 am – 5:30 pm, Monday to Friday
Who are we
We’re a dynamic and rapidly growing Corporate Services Group, led by a passionate founder and CEO. With a thriving customer base of over 500,000 and consistent year-on-year growth of 20%, were transforming the business services space. From company formation and legal support to accountancy services and virtual offices, we offer everything businesses need to start, grow, and succeed. Profitable, innovative, and relentlessly customer-focused, were on a mission to redefine how modern businesses are supported — and we’re looking for driven individuals to grow with us.
Job Summary
We’re seeking a proactive, detail-oriented CRM Manager to lead the strategy, execution, and optimisation of high-performing email campaigns across the customer lifecycle. In this hands-on role, you’ll collaborate closely with the Chief Marketing Officer and cross-functional teams to manage campaigns end-to-end — from audience segmentation and copywriting to build, QA, testing, and performance reporting.
You’ll play a key role in developing automated, data-driven journeys that drive engagement, conversion, and retention. If youre passionate about leveraging lifecycle marketing to create meaningful customer experiences and business impact, we’d love to hear from you.
What You’ll Be Doing:
* Lead and prioritise CRM campaign intake and execution: Manage the end-to-end workflow for campaign requests across internal teams, ensuring clear prioritisation, timeline setting, stakeholder alignment, and approvals across always-on, triggered, and ad hoc comms.
* Own the customer lifecycle communications strategy: Plan, execute, and optimise multi-channel CRM campaigns across key lifecycle stages — onboarding, engagement, cross-sell/upsell, retention, win-back, and reactivation.
* Develop data-driven audience strategies: Build and maintain dynamic segments based on behavioural, demographic, and lifecycle data to drive relevance, engagement, and conversion.
* Design and optimise automated customer journeys: Own the architecture and performance of multi-step automation flows, event-triggered journeys, and operational messaging that support scale and personalisation.
* Champion content and creative alignment: Collaborate with design and content teams to ensure messaging is brand-consistent, impactful, and tailored for each stage of the journey. Assemble campaigns using modular templates and write/edit CRM copy where needed.
* Run strategic A/B and multivariate testing: Test subject lines, content, send times, offers, and more to drive continual optimisation; analyse results and implement learnings across future campaigns.
* Ensure CRM health and compliance: Manage deliverability through list hygiene, sunsetting, domain/IP reputation, and warm-up strategies. Oversee consent management, GDPR compliance, and user preference centres.
* Track and report on performance: Define key CRM KPIs and build dashboards to report on engagement, conversions, and revenue impact. Translate insights into actionable optimisations and strategic recommendations.
* Maintain high QA standards: Enforce robust QA processes to ensure all campaigns are responsive, accessible, and error-free across platforms and devices.
* Support broader lifecycle marketing initiatives: Collaborate across marketing, product, and commercial teams to ensure CRM is aligned with omni-channel efforts (including email, SMS, and push) and continuously drive program innovation.
What You Bring to the Table
* 8+ years of hands-on CRM and email marketing experience within B2B, SaaS, or services environments, delivering high-performing lifecycle and campaign programs.
* Deep expertise with marketing automation platforms — ideally Customer.io, with experience in Braze, Iterable, Klaviyo, or HubSpot considered a strong plus.
* Advanced skills in segmentation and automation, including building complex, event-triggered journeys and audience logic tailored to the customer lifecycle.
* Thorough understanding of email marketing best practices, spanning copywriting, design principles, personalisation, deliverability, accessibility, and consent management (GDPR).
* Proficient in A/B and multivariate testing, with a solid grasp of experimentation frameworks and marketing performance analytics (e.g., UTM tracking and attribution basics).
* Basic proficiency in HTML/CSS for email, and familiarity with modular template systems; experience with QA tools like Litmus or Email on Acid is a bonus.
* Data-fluent and insight-driven: comfortable building reports and dashboards, with bonus points for familiarity with SQL, APIs, or webhook-based integrations.
* Exceptional writing and editing skills, with a meticulous eye for detail and brand consistency across content and channels.
* Solid understanding of compliance and regulatory frameworks, including GDPR, CAN-SPAM, and evolving data privacy laws.
* Strong cross-functional collaboration skills, with experience working closely with designers, content creators, and other CRM or marketing team members.
* Highly organised and self-motivated, with the ability to manage multiple campaigns, timelines, and stakeholder expectations in a fast-paced environment.
* Team-oriented mindset, open to direction and feedback from senior leadership, while also contributing your own strategic ideas and insights.
* Curious and proactive, staying up to date with the latest trends, tools, and innovations in CRM, email marketing, and lifecycle engagement.
Who You’ll Be Working With
You’ll be surrounded by passionate, talented changemakers with big ambitions—not just for our business but for our world. Our teams are based remotely and on-site in London and Glasgow, and you’ll be the critical cultural connector between them all. Were a company striving for best-in-class service through empathy, integrity, and innovation—and we want you to be the voice and leader who helps us get there.
Equal Opportunities
1st Formations is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We consider all applicants for employment without regard to race, colour, religion, sex, national origin, sexual orientation, age, citizenship, marital status, criminal history, disability, or gender identity. We encourage individuals from all backgrounds to apply. If you have a disability or special need that requires accommodation, please let us know.