CRM Manager

Essential Duties and Responsibilities

• CRM Program Management: CRM Leadership & Ownership
• Own and deliver best-in-class CRM strategy and execution across the customer lifecycle.
• Play a key role in advancing CRM capability, embedding innovation, and delivering measurable commercial and customer outcomes.
• Set the strategic direction for the Americas/EMEA/LAC/APAC CRM agenda, driving efficient day-to-day planning, management, and execution.
• Translate business objectives and customer insights into clear CRM plans and roadmaps.
• Champion a customer-first, value-led approach to CRM, aligned with best practice.
• Serve as the primary regional authority and escalation point for all CRM-related activity.
• Lead the scoping, planning, and execution of major data, technology, and marketing automation initiatives to advance CRM capability and impact.
• Own CRM performance analysis and reporting across the region, delivering clear, actionable insights and recommendations to inform strategy, optimization, and business decision-making.

CRM Expertise

• Act as a Braze subject-matter expert, owning campaign builds, Canvas journeys, segmentation, and orchestration.
• Design and deliver multi-channel CRM activity leveraging Braze capabilities such as real-time event triggers, dynamic content, and connected content to drive relevance and performance.
• Partner with technical teams to optimise data feeds, integrations, and event schemas.
• Drive advanced personalisation using behavioural, transactional, and preference data.
• Apply modern CRM techniques such as: Real-time and event-based messaging & AI-driven send-time optimisation and message prioritisation and Decisioning and next-best-action logic.
• Proactively stay ahead of CRM innovation, identifying and piloting new features and emerging industry capabilities.
• Own the CRM testing and optimisation framework, including A/B testing, multivariate testing.
• Use performance data and insights to continuously optimise journeys, content, and cadence.
• Measure incrementality and ROI to demonstrate CRM impact on commercial outcomes.
• Monitor and report on CRM performance against KPIs, including engagement, conversion, retention, and revenue.
• Partner with analytics teams to define success metrics and improve reporting maturity.
• Translate data into actionable insights and recommendations for stakeholders.

Team and Stakeholder Collaboration

• Provide leadership and management to CRM team members, as relevant, ensuring effective delivery of the agreed CRM strategy while prioritizing capability building, performance, and long-term professional development.
• Act as the regional authority and subject-matter expert for all CRM-related initiatives, providing strategic guidance, best practices, and thought leadership across the organization.
• Foster strong collaboration with internal stakeholders and cross-functional partners to ensure CRM initiatives are aligned with broader business and marketing objectives.
• Serve as the primary point of contact for our email service provider, managing the relationship to ensure strong performance, operational excellence, and ongoing platform optimization.
• Partner closely with external vendors and technology partners as required to support CRM execution, innovation, and continuous improvement.

Behavioral Expectations

• Role model the behaviors aligned with our Ten Standards and our core values of being Member Focused, Trustworthy, and Pioneering.
• Demonstrate a strong customer-centric mindset, advanced analytical capability, and the ability to manage multiple initiatives concurrently.
• Proactive approach to problem-solving, coupled with a commitment to continuous improvement.

Requirements

• Significant experience as a CRM Manager with a deep understanding of core CRM principles.
• Proven line management experience is essential.
• Extensive experience with Email Service Providers (ESPs), including creating and reviewing complex segmentation queries.
• Minimum 2 years of experience with Braze.
• Strong customer-centric mindset, covering campaign creation, lifecycle optimization, test & learn methodology, KPI definition, and reporting.
• Excellent data and analytical skills, with the ability to interpret insights and provide actionable recommendations.
• Proven track record in managing end-to-end CRM programs and email marketing processes.
• Expertise in CRM principles, email marketing, and customer lifecycle management.
• Demonstrated ability to drive measurable improvements in campaign effectiveness and KPIs.
• Ability to define, implement, and promote best practices in CRM and email marketing.
• Strong project management, communication, and analytical skills.
• Experience collaborating with global stakeholders and managing relationships with email service providers.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).

Benefits

• Regular Extended Health, Dental, Vision coverage.
• Employee Assistance and mental wellness resources.
• Travel offers from a variety of sources that allow great discounts on hotels, cruises, and rental cars.
• 3 extra float days after 3 years of work.
• One month off, fully paid sabbatical every 5 years of work, in addition to your Paid Time Off days.
• Full catalogue of learning modules that cover a wide range of categories for personal and professional development.
• Discount on Pet Insurance and a variety of other non-travel perks and discounts.
• Working Holidays: Ability to work from any of our 23 global offices for a short period of time.

DE & I Statement

• We encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN.