CRM Manager
£40,000 per annum
Location: Hybrid (Wiltshire-based head office, with flexibility)
Are you a customer-focused professional with a flair for CRM and data-driven insight? Do you have a passion for creating exceptional customer journeys that keep people coming back? If so, we’ve got an exciting new opportunity for you.
A well-established, purpose-led organisation is looking for a CRM Manager to join its growing marketing team. With a strong reputation in delivering directly to customers, this company has been changing lives for decades – and they’re just getting started.
The Role
Reporting to the Marketing Operations Manager, you’ll lead the charge on improving the customer experience across the full lifecycle – from first contact through to long-term loyalty. You’ll use insight, empathy, and strategy to uncover where drop-offs happen, why rebookings don’t occur, and how to increase multi-service engagement.
This is a pivotal role that connects marketing, customer service, digital, and internal teams – ensuring a seamless, meaningful, and rewarding journey for every customer.
Key Responsibilities
- Map and optimise the full customer journey to reduce churn and improve retention
- Use CRM and analytics to understand behaviours, trends, and segmentation opportunities
- Create and refine targeted communication strategies (email, SMS, post-visit etc.)
- Collaborate cross-functionally to align customer touchpoints and improve experience
- Champion customer feedback and turn insights into actionable improvements
- Promote cross-sell opportunities and increase service uptake
- Track and report on KPIs such as retention rates, lifetime value, and churn
What You’ll Bring
- Proven experience in a CRM, retention, or customer relationship role
- Strong analytical skills and ability to turn data into actionable insights
- Solid understanding of customer lifecycles and segmentation strategies
- Confident communicator and collaborator with a customer-first mindset
- Ideally, experience in healthcare or a service-led industry
What’s On Offer
- Up to £40,000 salary
- Hybrid working with a Wiltshire-based HQ
- Private medical insurance and life assurance (4x salary)
- Contributory pension scheme (up to 5% matched)
- 22 days' holiday + bank holidays
- Access to wellbeing support and discounted products
This is a fantastic opportunity for someone who’s empathetic, commercially minded, and excited to shape the future of customer engagement in a business that makes a genuine difference.
Apply today and help redefine what great customer care looks like.