CRM Manager

About the role

As a key member of the Product team, you will partner with our development squads, Marketing, Customer Support, and Legal to own campaigns from inception to execution and iteration. You will manage GoHenry's CRM channels—email, push, and SMS—defining the right message, audience, and timing across each.

Responsibilities

• Define and build campaigns with clear hypotheses, KPIs, and segmentation strategies based on user behaviour and data signals.
• Collaborate with Data Engineering and Data Analytics to build robust data flows that provide our measurement infrastructure.
• Implement and scale testing frameworks (e.g., A/B, MAB) to improve performance.
• Monitor performance at the campaign and cohort level; translate insights into action and iteration.
• Develop a deep understanding of GoHenry products, identifying barriers to account activation, drivers of cancellation, and important engagement levers.
• Continuously review and assess CRM processes and workflows, providing recommendations to improve them.
• Maintain a roadmap of key projects and priorities, including forecasts and goal targets.
• Coach and develop our CRM Executive, providing clear direction and helping them grow their craft.

Requirements

• 5+ years of experience in Lifecycle Marketing, CRM, or customer engagement roles (preferably in subscription, fintech, or consumer SaaS).
• Deep understanding of metrics across acquisition, activation, and retention, with the ability to interpret results and apply learnings at scale.
• Experience with automation platforms like Customer.io; experience with segmentation, personalisation, and conditional logic.
• A natural cross-functional partner who drives clarity, alignment, and accountability from brief intake through launch and post-campaign analysis.
• Customer empathy and the curiosity to understand the unique needs of families to deliver inclusive experiences.
• A drive to raise the bar for how we communicate with our customers.
• A bias for action and continuous improvement, always testing, optimising, and finding ways to get things done.

Benefits

• Workplace pension plan.
• 33 days of holiday (including public holidays).
• GoFlex – Work from Home, Office, or a mix of both.
• Your Birthday Day off.
• Excellent induction and onboarding programme with ongoing learning and development.
• A choice between Bupa Health Cash Plan or Bupa Private Medical.
• Death in service – 4x your annual salary from month 1.
• Physical and Mental Wellbeing support and platforms for you and your family.
• Family-friendly leave policies.
• Enhanced maternity leave – 20 weeks full basic pay after 2 years’ service and 26 weeks full basic pay after 3 years’ service.
• Paternity leave – 4 weeks full pay after probation.
• Salary Sacrifice options.