CRM Specialist
London - hybrid 3 days in office
Up to £48,000
This is a highly visible CRM Specialist role focused on subscription lifecycle strategy, where your work will have a direct and measurable impact on customer retention. You will own a critical end of lifecycle project, shaping how customers are engaged around payments and churn prevention at a pivotal moment for the business.
The Company
They are a large, well-established organisation operating in the digital media and subscriptions space, with a diverse portfolio of consumer-facing products. With millions of subscribers and a strong investment in data, CRM and customer experience, they are committed to using insight-led marketing to drive long-term value. The environment is collaborative, with CRM working closely alongside product, design and technology teams.
The Role
You will sit within the lifecycle CRM team, owning strategy for customers at risk of dropping off due to payment issues. This role is focused on defining the right approach rather than hands-on execution, giving you the opportunity to influence direction and see the commercial impact of your work quickly.
- Own the CRM strategy for end of lifecycle and payment-related journeys
- Analyse why subscribers default, lapse or disengage, and identify opportunities to prevent churn
- Segment customers using behavioural and payment data to define targeted communication strategies
- Design and test CRM campaigns across different customer groups to optimise engagement and retention
- Work closely with CRM managers, designers and developers to brief and shape campaigns
- Contribute to future win-back and retention projects as the role evolves
- Play a key role in initiatives linked to upcoming regulatory change, with high business visibility
Your Skills and Experience
- Strong CRM and lifecycle marketing experience within a subscription-based business
- Proven ability to develop customer segmentation and communication strategies using data
- Experience working with CRM platforms such as Braze, Adobe or similar tools
- Comfort working with large customer datasets and CDPs to inform decision-making
- Strategic mindset with the ability to translate insight into clear, actionable plans
- Confidence collaborating with cross-functional teams without owning technical execution
What They Offer
- Private medical insurance including pre-existing conditions
- Generous pension with employer contributions up to 5 percent
- 25 days holiday plus bank holidays and volunteering days
- Enhanced family leave policies
- Wellbeing support including EAP and physical wellbeing benefits
- Extensive training and development, including full access to online learning platforms
- Lifestyle benefits such as fitness discounts, cycle to work and travel schemes
How to Apply
If you are a CRM Specialist looking for a strategic role where you can see the direct impact of your work on subscriber retention, apply now to learn more.