CRM Strategist

About the role

We are seeking a commercially‑minded CRM Strategist to shape customer strategy, drive engagement and support the growth of a subscription‑led digital business. This hybrid role combines strategic planning with hands‑on execution of lifecycle marketing automation and customer communications. You will work within a collaborative Customer Marketing team and manage a direct report.

Key responsibilities

• Develop and implement a business‑wide CRM strategy to improve acquisition, engagement, conversion and retention.
• Design and optimise automated customer lifecycle journeys, including onboarding, engagement, renewal and win‑back campaigns.
• Lead testing and optimisation programmes, including A/B and multivariate testing.
• Collaborate with marketing, commercial, editorial, data and technology teams to align CRM activity with wider business objectives.
• Build and maintain automated workflows, campaign templates and preference centres.
• Develop reporting frameworks and dashboards to measure campaign effectiveness and customer performance.
• Act as the primary contact for CRM platform enhancements, integrations and support.
• Develop internal processes and quality‑assurance procedures for CRM campaigns.
• Manage segmentation strategies to improve targeting, personalisation and customer lifetime value.
• Work closely with data, legal and technology teams to ensure compliant customer communications.

Required profile

• Proven experience developing and executing CRM strategies within digital, media, publishing, subscription or membership‑based businesses.
• Strong hands‑on experience with CRM and email marketing platforms.
• Excellent knowledge of customer segmentation, marketing automation, deliverability and data management.
• Experience managing testing programmes and using data to drive optimisation.
• Good understanding of compliance and data‑privacy requirements.

Required skills

• CRM platforms
• Email marketing platforms
• Marketing automation tools
• A/B testing
• Multivariate testing
• Data segmentation
• Reporting/dashboard tools