CRM Manager

CRM Manager (Salesforce Marketing Cloud) - London - Hybrid

Sector:
Purpose‑Driven Organisation with a Strong Mission

We are a long‑established, values‑led organisation with a strong mission and a meaningful social purpose. Our group operates several well‑known consumer brands and is entering a new phase of growth, with increasing demand for highly personalised, data‑driven engagement. As we expand, we are investing heavily in CRM, automation, and customer experience to better serve the people who rely on us.

We're looking for an experienced CRM Manager specialising in Salesforce Marketing Cloud to join our growing marketing and customer experience function.

In this role, you'll be the in‑house expert responsible for planning, building, optimising, and reporting on all CRM and marketing automation activity. You'll work across multiple brands and collaborate closely with Marketing, Enquiries, and Operations to deliver seamless journeys, personalised campaigns, and measurable performance improvements.

This is a hands‑on role suited to someone who blends technical CRM expertise with strategic thinking and data‑driven decision‑making.

• Platform Ownership & CRM Execution
  Take full responsibility for how the organisation uses Salesforce Marketing Cloud across its brand portfolio, ensuring the platform is configured, maintained, and continually improved. Construct multi‑step communication flows across email, SMS, and app‑based channels using Marketing Cloud's automation and journey‑building tools. Experiment with variations in content, timing, and targeting to refine performance over time.
• Audience Structure & Data Stewardship
  Shape how customer data is organised by defining segmentation rules, audience groupings, and contact structures to support personalised outreach. Oversee data hygiene processes, ensure compliance with data‑privacy standards, and maintain correct handling of permissions and opt‑outs. Investigate and remedy inconsistencies in data feeds or connections between systems (e.g., tracking systems, websites, CRM).
• Insight, Reporting & Measurement
  Produce and maintain dashboards showing engagement, conversion patterns, retention metrics, and other CRM‑led performance indicators. Translate CRM activity into insights that help commercial and marketing teams make informed decisions. Review ongoing campaign trends and propose continual improvements.

• Experience & Technical Background
  A minimum of 3 years working directly with Salesforce Marketing Cloud, with hands‑on ownership of builds and campaigns. Practical familiarity with core Marketing Cloud modules such as automation features, messaging tools, advertising connections, and analytics interfaces. Experience connecting Marketing Cloud to other digital systems (for example: CRMs, content platforms, call‑tracking tools, or similar environments).
• Data Knowledge & Compliance
  Strong understanding of how to manage customer data responsibly, including segmentation logic, consent handling, and GDPR‑aligned processes. Comfortable reviewing, cleaning, and validating datasets using spreadsheet tools or analytics platforms.
• Communication & Collaboration
  Able to explain technical CRM setups to colleagues without technical backgrounds. Confident working across multiple teams to gather requirements, clarify workflows, and support operational delivery.