The Role
About Fresha
Fresha is the leading marketplace platform for beauty & wellness trusted by millions of consumers and businesses worldwide.
Fresha is used by 120,000+ businesses and 450,000+ stylists and professionals worldwide, processing over 1 billion appointments to date.
The company is headquartered in London, United Kingdom, with 12 global offices located across North America, EMEA and APAC.
Fresha allows consumers to discover, book and pay for beauty and wellness appointments with local businesses via its marketplace, while beauty and wellness businesses and professionals use an all-in-one platform to manage their entire operations with an intuitive subscription-free business software and financial technology solutions.
Fresha’s ecosystem gives merchants everything they need to run their business seamlessly by facilitating appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, beauty products inventory and team management.
The consumer marketplace unlocks revenue potential for partner businesses by leveraging the power of online bookings and automated marketing through mobile apps and advanced integrations with major tech brands including Instagram, Facebook and Google.
Role overview
As part of our exciting growth plans, we’re looking for an experienced and results-driven Senior CRM Manager to play a key role in shaping and executing our CRM strategy. This role will focus on delivering regular and automated communications to our database of businesses that rely on Fresha to power their operations daily.
Reporting to the VP of Marketing (Brand and Communications) and working closely with Product, Revenue Operations, Customer Experience, and the wider Marketing team, you will be responsible for developing and optimising our CRM programs. This includes driving lead activation, feature adoption, monetisation, and retention through a combination of ad hoc and automated marketing communications.
The ideal candidate is a CRM expert with hands-on execution experience and a strategic mindset, ideally within a fast-paced two-sided marketplace environment. You’ll have deep experience working with HubSpot and be comfortable managing both marketing and sales/commercial CRM workflows. While the primary focus will be on a B2B audience (businesses using the Fresha platform), the role will also expand to include B2C communications (end customers booking appointments through our marketplace).
This is a crucial role in ensuring engagement and conversion at every stage of the marketing funnel while implementing best practices across HubSpot to maximise impact. You’ll also serve as a key CRM advocate within the business, managing our relationship with HubSpot and supporting internal teams in leveraging the platform effectively.
To foster a collaborative environment that thrives on face-to-face interactions and teamwork, Fresha employees work from the office five days per week.
London office address: The Bower, 207-211, Old St, Tower, London EC1V 9NR
What you will be doing
- Problem-Solving & Execution – You’ll take a hands-on approach to identifying gaps, troubleshooting issues, and optimising HubSpot’s Marketing Hub, ensuring all automation, segmentation, and workflows are built for maximum impact.
- Marketing Hub Ownership – You’ll be the owner of HubSpot’s Marketing Hub, responsible for setting up, managing, and improving automated and manual marketing communications to drive lead activation, engagement, retention, and monetisation.
- Cross-Functional Collaboration – As the HubSpot marketing expert within Fresha, you’ll work closely with Marketing, Customer Experience, and Product teams to design, build, and optimise ad hoc communications and automated marketing workflows that enhance partner engagement and conversion.
- Lifecycle Management – You’ll develop and refine lifecycle marketing programs within HubSpot, ensuring marketing communications are aligned with key customer journey stages and business goals.
- Optimisation & Execution – From newsletters to product marketing campaigns, tactical promotions to automated workflows, you’ll be responsible for continuously testing, iterating, and improving CRM communications.
- HubSpot Account Management – You’ll work closely with our Hubspot CRM Administrator and be the primary point of contact with our HubSpot account manager, ensuring we’re making full use of new features, best practices, and platform enhancements that can improve our marketing effectiveness.
- Process & Best Practices – You’ll establish and uphold CRM best practices, ensuring all marketing campaigns follow data hygiene standards, compliance requirements, and HubSpot's most effective methodologies.
- Data & Analytics – You’ll track and analyse HubSpot Marketing Hub performance, using data insights to measure campaign success, identify areas for improvement, and inform future marketing decisions.
- Reporting & Insights – You’ll prepare and present regular CRM reports to leadership, sharing performance trends, key learnings, and actionable recommendations to enhance Fresha’s marketing communications.
This list is not exhaustive and there may be other activities you are required to deliver.
What we are looking for
- 5+ years experience within CRM, using Hubspot.
- 2+ years experience within a senior CRM role, managing and presenting to senior management.
- Experience in mapping customer journeys and building automated email workflows.
- Strong understanding of CRM data and associated technologies.
- Demonstrable experience and success in delivering marketing growth through CRM programmes.
- Knowledge of deliverability best practices and ability to manage email send volumes autonomously
- An entrepreneurial, solutions-driven individual, with a clear focus on outcomes.
- Work effectively in a fast-paced environment requiring new perspectives and with multiple competing deadlines.
- Robust communication skills with ability to present information appropriately to a diverse range of audiences.
- Ability to build strong working relationships with cross functional teams.
- Basic knowledge of HTML is essential.
- Bachelor’s degree in Business, Marketing or related discipline.
- Line management experience is preferred.
- At Fresha, we value passion and potential as much as specific skills. If you're enthusiastic and eager to learn, we encourage you to apply, even if you don't meet every listed requirement. We believe in fostering growth and providing the support needed for you to excel in your role.
Interview process
- Screen call - Video-call with Talent Team - 30 mins
- 1st stage - Video-call with the CMO - 60 mins
- Final stage - In-person presentation with Chief Marketing Officer, Chief People Officer and other senior team members - 90 mins
We aim to complete the entire interview process and deliver feedback within 2 weeks.
Every job application received is reviewed manually by our talent team. While we strive to assess applications within 7 days, the sheer volume of talented individuals expressing interest may occasionally extend this timeframe
Inclusive workforce
At Fresha, we are creating a culture where individuals of all backgrounds feel comfortable.
We want all Fresha people to feel included and truly empowered to contribute fully to our vision and goals. Everyone who applies will receive fair consideration for employment.
We do not discriminate based on race, colour, religion, sex, sexual orientation, age, marital status, gender identity, national origin, disability, or any other applicable legally protected characteristics in the location in which the candidate is applying.
If you have any accessibility requirements that would make you more comfortable during the interview process and/or once you join, please let us know so that we can support you.
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The Company
What We Do
Fresha is the world's largest and top-rated booking platform for Beauty and Wellness trusted by millions of consumers worldwide. Fresha is used by 70,000+ businesses and 300,000+ professionals worldwide, processing over 20mil appointments per month. Fresha is headquartered in London, United Kingdom with global offices located in New York City, Vancouver, Sydney, Dublin, Amsterdam , Dubai and Warsaw. The company raised $185M in venture capital funding to date from leading institutional investors. Fresha allows consumers to discover, book and pay for beauty and wellness appointments with local businesses via its marketplace, while beauty and wellness businesses and professionals use an all-in-one platform to manage their entire operations with its intuitive free business software and financial technology solutions. Fresha’s ecosystem gives merchants everything they need to run their business seamlessly by facilitating appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, beauty products inventory and team management. The consumer marketplace unlocks revenue potential for partner businesses by leveraging the power of online bookings and automated marketing through mobile apps and advanced integrations with major tech brands including Instagram, Facebook and Google.
