Job title: CRM & Loyalty Lead / Head of CRM
Responsibilities
- Develop and lead CRM strategy and execution for lifecycle, partnership, and product initiatives, partnering cross-functionally to plan and deliver campaigns across email, push, and in-app channels.
- Drive continuous improvement of business and channel-specific KPIs (conversions, churn, etc.), maintaining a clear optimization roadmap and documenting best practices.
- Identify and integrate opportunities from product/city launches and key event moments into lifecycle programs, leveraging automation, personalization, advanced segmentation, and testing roadmaps (including A/B and multivariate experiments).
- Collaborate with Analytics, Product/Growth, Partnerships, Design, and Engineering teams on email strategy, technical integrations, and product enhancements.
Requirements
- 5+ years of hands-on experience in CRM campaign management.
- Extensive experience with customer engagement and marketing automation platforms such as Braze, Iterable or similar.
- Proven expertise in A/B and multivariate testing, including experiment design, execution, and post-campaign analysis to inform optimizations.
- Strong data-driven mindset with the ability to independently pull and analyze segmentation, engagement, and performance metrics.
- Proficiency in basic HTML/CSS troubleshooting and templating languages for personalization.
What we offer
- Office-based role in West London, four days a week with flexible start and finish times, plus one remote day of your choice
- Competitive salary
- Employee stock options plan
- Private medical and dental insurance
- Life and critical illness cover
- Best-in-class equipment
- Monthly credit towards Wheely journeys
- Cycle to Work scheme
- Professional development stipend
- Relocation support, including visa sponsorship and allowance
Tech stack
- Braze as primary platform for execution
- Metabase for data insights
