CRM Manager

We're looking for an experienced CRM Manager to join Apadmi and help our clients build meaningful, data-driven customer relationships through best-in-class CRM, Customer Data Platform (CDP) and Customer Experience Platform (CXP) solutions. You'll work with multidisciplinary teams to design and deliver customer engagement strategies that drive acquisition, retention, loyalty and lifetime value across mobile and web experiences. This is a role for someone who combines strategic CRM thinking with hands-on platform expertise and is ready to act as an ambassador for Apadmi, helping shape and grow our CRM capability.

Lead the strategy, implementation and optimisation of CRM, CDP and CXP solutions that transform customer data into personalised, measurable customer experiences. You'll collaborate with Product, Marketing, Software Engineering, Data Engineering, Data Insight, Data Science and Data Experimentation teams to deliver customer journeys that increase engagement, retention and commercial performance, while helping shape Apadmi's growing CRM capability in a fast-paced, innovative environment.

In this role, you'll lead CRM strategy across multiple clients and industries, helping organisations maximise the value of their customer data through intelligent segmentation, automation and personalisation. You'll design and optimise omnichannel customer journeys, implement leading CRM technologies, and work closely with our Data and Experimentation teams to continually improve customer experiences through insight and testing.

• Own CRM strategy across the full customer lifecycle, from acquisition through to retention, loyalty and re-engagement.
• Lead the implementation, optimisation and governance of CRM, CDP and CXP platforms.
• Design and optimise customer journeys across multiple digital touchpoints, including Email, SMS, Push Notifications, In-App Messaging and Web Personalisation.
• Build scalable lifecycle programmes including welcome journeys, onboarding, activation, engagement, retention, loyalty and win-back campaigns.
• Develop customer segmentation strategies using behavioural, transactional and first-party customer data.
• Deliver highly personalised customer experiences using real-time customer data and event-driven marketing.
• Partner with Data Engineering teams to define customer data requirements and support the development of unified customer profiles.
• Collaborate with Product and Engineering teams to embed CRM capabilities within digital products and customer experiences.
• Work alongside Data Science and Analytics teams to identify customer insights and commercial opportunities.
• Partner with the Data Experimentation team to define hypotheses, prioritise testing opportunities and optimise customer journeys through evidence-based experimentation.
• Translate business objectives into measurable CRM and customer engagement strategies.
• Ensure customer communications comply with GDPR, PECR and organisational governance standards.
• Define CRM reporting frameworks and customer engagement KPIs.
• Support marketing activation through audience creation and integration with paid media platforms.
• Contribute to CRM capability development, best practices and solution design across the organisation.
• Support new business opportunities by providing CRM strategy, platform expertise and customer engagement recommendations.
• Participate in agile delivery processes, ideally within SCRUM frameworks.

You'll be customer-focused, commercially minded and passionate about creating exceptional customer experiences through data and technology. You'll be comfortable operating across strategy, implementation and optimisation, with the ability to translate business challenges into effective CRM solutions. You'll have experience working in fast-paced environments, ideally within an agency or consultancy, and be confident communicating with stakeholders across technical and non-technical teams.

• Strong experience managing enterprise CRM, CDP and Customer Experience platforms such as Bloomreach, Braze, Salesforce Marketing Cloud, Adobe Experience Platform, Iterable, Klaviyo or similar.
• Proven experience designing and delivering omnichannel customer lifecycle programmes.
• Strong understanding of Customer Data Platforms (CDPs), Customer Experience Platforms (CXPs) and marketing automation.
• Experience creating customer segmentation strategies using first-party and behavioural data.
• Experience delivering personalised customer journeys using real-time customer data.
• Strong understanding of customer identity, consent management and preference centres.
• Experience working with customer journey orchestration and event-driven marketing.
• Understanding of marketing technology ecosystems, including CRM, CDP, analytics platforms and paid media integrations.
• Experience working with Data Engineering teams to define customer data requirements and customer data models.
• Strong understanding of customer analytics including retention, engagement, churn, conversion and customer lifetime value.
• Experience collaborating with Data Experimentation teams to develop hypotheses, design customer journey tests and optimise customer experiences using A/B testing, multivariate testing and holdout methodologies.
• Ability to interpret experimentation results and translate insights into customer engagement improvements.
• Knowledge of GDPR, PECR and customer data governance best practices.
• Excellent stakeholder management and communication skills with the ability to engage both technical and commercial audiences.
• Strong commercial awareness with the ability to balance customer experience and business objectives.
• Agile experience, ideally SCRUM.
• Proactive, collaborative and adaptable approach to work.
• Commitment to delivering high-quality customer experiences and measurable business outcomes.
• Predominantly office-based, with the ability to collaborate effectively both in person and virtually.