Senior CRM Manager

We’re here to help make tech reliable, affordable, and better than new. We're a global marketplace for refurbished devices, helping lower our collective environmental impact by providing trustworthy, affordable tech with 92% less carbon emissions than new.

Yep, you read that right. Turns out refurbished tech is way better for the planet than new. In fact, With every device purchased on Back Market, our positive impact on the planet grows. From our Customer Care representatives to our software engineer, every individual at Back Market cuts the planet — and consumers — a break. Our mission is simple: to do more with what we already have.

Are you ready to join us?

As a Senior CRM Manager, you will join the Engagement team, a combination of Merchandising and CRM, dedicated to driving long-term customer engagement across all touchpoints and crafting best-in-class customer journeys.

You will own the delivery and continuous optimization of our marketing activation plan across 16 countries, promoting our products, services, and brand stories. You’ll enhance our content, segmentation, and channels (email, mobile push, content cards) to maximize impact.

Marketing Activation Strategy & Execution

• Audit the performance of existing activation campaigns and identify key areas for improvement.

• Build, optimize, and scale an automated, personalized CRM marketing activation strategy.

• Coordinate the CRM calendar in alignment with major seasonal, product, and brand milestones, including hands-on campaign launches when needed.

• Define CRM campaigns quarterly priorities and goals, and ensure flawless execution.

Data-Driven CRM

• Collect and analyze qualitative and quantitative data and share actionable insights with marketing and product stakeholders.

• Monitor and optimize marketing activation performance on a weekly basis to consistently enhance channel efficiency and impact.

• Implement a rigorous test-and-learn framework (A/B testing, experimentation).

• Partner with the analytics team to enhance segmentation, personalization, and communication frequency strategy.

• Create strong feedback loops with stakeholders to share learnings and inform future decisions.

Coordination & Mentoring

• Work cross-functionally with brand, analytics, product, and channel teams to deliver cohesive customer experiences.

• Mentor CRM managers to foster a strong learning culture within the team.

• Coordinate with our external agency to support the delivery of the marketing activation plan.

• Support internal CRM capability building and Braze platform expertise; train teams and champion best practices.

⭐ YOU ARE IN THE RIGHT PLACE IF YOU HAVE:

• 8+ years of experience in CRM, ideally in fast-paced, data-driven environments.

• Solid e-commerce background, with a strong grasp of digital customer journeys.

• Hands-on experience with Braze is a strong advantage.

• Well-rounded skill set combining analytical/statistical capabilities, business acumen, and clear communication.

• Deep understanding of online customer behaviour, segmentation, and lifecycle dynamics.

• Excellent communication skills, with the ability to collaborate effectively across countries and multicultural teams.

• Data-informed decision maker, capable of translating insights into actionable business strategies.

• Proactive, self-driven mindset, comfortable navigating a fast-moving, constantly evolving environment.