Who We Are We are a rapidly growing, B Corp-certified Corporate Services Group, led by a visionary founder and CEO. Committed to the highest standards of social and environmental performance, accountability, and transparency, we create sustainable value for our clients, employees, and the wider community. With a customer base exceeding 500,000 and consistent year-on-year growth of 20%, we are redefining the business services landscape. From company formation and legal support to accountancy services and virtual offices, we provide end-to-end solutions that enable businesses to start, scale, and succeed. Profitable, innovative, and relentlessly client-focused, we are on a mission to support modern businesses with purpose and impact. We are looking for talented, motivated individuals who are inspired to contribute to a purpose-driven, high-performing organisation. 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 you're passionate about leveraging lifecycle marketing to create meaningful customer experiences and business impact, we’d love to hear from you. What You’ll Own & Lead 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. 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 Extensive 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. Highly organised and self-motivated, with the ability to manage multiple campaigns, timelines, and stakeholder expectations in a fast-paced environment. 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. Proficient in A/B and multivariate testing, with a solid grasp of experimentation frameworks and marketing performance analytics. Basic proficiency in HTML/CSS for email, and familiarity with modular template systems. Data-fluent and insight-driven: comfortable building reports and dashboards. Solid understanding of compliance and regulatory frameworks, including GDPR, CAN-SPAM, and evolving data privacy laws. Benefits 25 days annual leave, plus 8 public/bank holidays Employee Assistance Program 14 weeks maternity leave pay, 2 weeks paternity leave pay 2 paid Volunteering Days per year with our charity partner Annual cost-of-living salary increase Cycle to Work Scheme Dog-friendly office Indoor bicycle storage, changing and shower facility Free soft drinks and bean-to-cup coffee all day Free Wednesday lunches Free fresh fruit - daily 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. We're 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.