CRM Manager

About This Opportunity

We are representing a confidential SaaS organization in a strategic search for a CRM Manager to lead customer lifecycle and retention initiatives. This is a hybrid role based in London (up to 3 days per week on-site).

Our client operates a successful subscription platform serving tens of thousands of customers globally. As they scale their customer engagement capabilities, they need an experienced CRM professional to build sophisticated, data-driven customer journeys that increase retention and reduce churn across the entire lifecycle.

You'll have the opportunity to evolve CRM from campaign-based email into a strategic growth channel, working cross-functionally to deliver personalized, automated communications that drive measurable business outcomes.

Responsibilities

• Own and develop the CRM and lifecycle marketing strategy, with particular focus on engagement, retention, and churn reduction
• Build and optimize customer journeys across onboarding, activation, engagement, conversion, retention, renewal, and win-back stages
• Create behavioral customer segments based on lifecycle stage, product usage, subscription status, and engagement signals
• Design automated lifecycle programs and triggered communications that drive activation, adoption, and long-term retention
• Partner with Product, Marketing, Customer Success, and Data teams to deliver cohesive customer experiences
• Run structured testing programs across messaging, cadence, timing, segmentation, offers, and customer journeys
• Use customer and product data to identify churn signals and create targeted intervention communications
• Define and track CRM metrics including activation, engagement, conversion, retention, churn, reactivation, and customer lifetime value
• Build reporting that connects CRM activity to measurable business outcomes
• Improve CRM processes, technology, automation, and data capabilities to support scaling
• Ensure all customer communications meet GDPR and data protection requirements

What We're Looking For

Required Experience and Skills:

• Significant experience in CRM, lifecycle, or retention marketing, ideally within SaaS or subscription businesses
• Proven track record building CRM strategy beyond tactical email campaign execution
• Strong understanding of subscription lifecycles and CRM's role in retention and churn reduction
• Experience building automated journeys, behavioral triggers, and sophisticated customer segmentation
• Deep knowledge of email strategy: deliverability, personalization, experimentation, and optimization
• Comfortable using customer, behavioral, and product data to inform strategic decisions
• Experience with CRM, marketing automation, and customer engagement platforms
• Strong analytical skills with ability to turn performance data into actionable recommendations
• Experience collaborating across Product, Customer Success, Marketing, and Data functions
• Commercial mindset understanding how CRM drives retention, lifetime value, and growth
• Strong knowledge of GDPR and customer communication best practices in the UK and Europe
• Excellent communication, project management, and stakeholder management capabilities

Preferred Experience:

• Experience in SaaS or technology companies operating recurring subscription models
• Experience evolving CRM strategy during transitions to or expansions of subscription offerings
• Background in product-led growth, customer activation, or usage-based lifecycle marketing
• Experience designing churn-prevention and win-back strategies
• Familiarity with advanced CRM platforms and data ecosystems enabling sophisticated segmentation and automation
• Experience building or maturing a CRM/lifecycle function as a company scales

How We Work With You

When you apply through Get A Job.ai, our recruiting team will review your application and conduct an initial screening conversation. If there's a strong match, we'll prepare and submit your profile to our client for consideration. Please do not contact the client directly—all communication and coordination will flow through our team to ensure the best experience for everyone involved.

Pay

Compensation details will be discussed during the screening process with our recruiting team.

Equal Opportunity: Get A Job.ai is committed to inclusive hiring practices. We welcome applications from candidates of all backgrounds and work to ensure fair consideration throughout our process.