CRM Lead

About the role 

At ManyPets, we’re on a mission to make the world a better place for pets and their pet parents. We're looking for a CRM Manager who’s as excited about customer comms as we are about cats in bowties. You’ll bring strategy, creativity, and analytics skills to help us keep pet parents informed, engaged and delighted – whether it's welcoming them on board or helping them care for their furry family members. 

This role sits at the heart of our Marketing team, leading the charge on CRM calendars, campaign creation, and performance reporting. You’ll be responsible for making sure the right messages reach the right people, at the right time – every time. 

What you’ll do 

Campaigns with heart 

• Plan and deliver multi-channel CRM campaigns (email, SMS, web) – guided by our CRM strategy and always with our leads, prospects, customers and their pets in mind.
• Work with the Senior CRM Lead/ Manager and the wider team across content, design, and product, to create journeys that feel human, helpful and personalised.
• Use smart segmentation and data logic, to send the right message to the right pet parent based on behaviour, lifecycle stage and more. 

Calendar captain 

• Build and manage a clear CRM calendar across our full customer funnel : converting lead generation to quotes, our quotes to customers and then engaging customers year-long. 
• Enhance and optimise key areas of our customer lifecycle comms, from welcome & on-boarding, to claims processing, rewards distribution, referrals and finally, managing our renewal cycle, to retain customers.
• Make sure what we send fits neatly into the wider marketing and commercial plan – and doesn’t overload inboxes. 

Data that drives 

• Track and report on how campaigns are doing – from open rates to conversions and everything in between.
• Share what’s working (and what’s not) with stakeholders through regular dashboards and campaign reports.
• Use insight to improve and optimise future journeys. Test, learn, repeat.
• Utilise our data to create targeted and personalised messaging, looking for new ways to leverage our data for better customer communication & experience 

Tools & tidy processes 

• Keep our CRM platforms running smoothly – ensuring we’re set up to deliver timely, relevant campaigns at scale.
• Make sure our data’s clean, compliant (hello GDPR), and being used wisely.
• Run A/B tests and automated flows to keep our CRM programme evolving. 

 What we’re looking for 

• 3 years + of experience in CRM, lifecycle marketing or a similar role.
• Confident using CRM platforms, analytics tools, and ideally a bit of copy writing, design or AI too.
• Ideally, specific experience in using CustomerIO and it’s functionally to build targeted and triggered communications
• A whizz with segmentation, targeting and campaign personalisation.
• Super organised with excellent calendar and project management skills.
• Someone who’s comfortable with data and knows how to turn numbers into action.
• Confident connecting CRM communications with digital user journey touch points, to navigate the best customer experience outcomes
• A great communicator and collaborator – able to work with teams across the business both inside and outside of the marketing department.