Customer Relationship Management Lead

4 weeks ago

London, Greater London, United Kingdom Propel Full time
Position Overview

Are you an experienced CRM professional eager to advance your career?

We are thrilled to present a remarkable opportunity with Propel, a rapidly expanding Fintech organization, in search of driven individuals to fill the role of Customer Relationship Management Lead.

This is an ideal moment to join a company that has successfully attracted a vast user base, establishing one of the largest communities globally. The organization offers exceptional benefits, including a flexible hybrid work model, allowing you to determine your office attendance frequency.

In addition to flexible working conditions, Propel provides:

  • A substantial pension contribution ranging from 16% to 18%
  • 40 days of paid leave annually

Importantly, prior experience as a CRM Lead is not a prerequisite for success in this position. Propel offers weekly training sessions, mentorship, and a nurturing environment to help you thrive and develop in your new role.

Key Responsibilities

As the Customer Relationship Management Lead, you will have the unique chance to influence and enhance the CRM and Lifecycle functions. You will spearhead the implementation of innovative marketing automation strategies that foster user engagement and growth. By crafting and executing effective strategies, you will play a pivotal role in converting users and newsletter subscribers into Premium members while minimizing churn rates.

This position allows for close collaboration with Growth Marketing, Product, Design, and Content teams, creating a vibrant and creative atmosphere. You will have the autonomy to design engaging email, push, and in-app campaigns, refining them through A/B and multivariate testing.

Responsibilities Include:

  • Formulating and leading the strategy for comprehensive user and subscriber acquisition, engagement, and retention, with guidance to support your professional growth.
  • Overseeing the complete lifecycle communication process across all channels—email, push, and in-app—from initial brief to execution and post-campaign evaluation.
  • Developing audience segmentation strategies, defining subscriber categories, and generating reports for both free and premium subscribers.
  • Managing lifecycle communications specifically for Premium subscribers.
  • Identifying both organic and engineered triggers, designing strategies that utilize these triggers to enhance user engagement and retention.
  • Creating programs for subscriber onboarding, lifecycle management, and re-engagement initiatives.
  • Analyzing campaign and channel performance, leveraging insights to uncover opportunities for increasing engagement and conversion rates throughout the subscriber lifecycle.
  • Managing an experimentation agenda to consistently enhance performance across all CRM channels.
  • Overseeing the CRM campaign calendar with support to ensure effective planning and execution.
  • Delivering consistent and innovative user experiences across channels, enabling personalized user journeys.
  • Collaborating with Product and Engineering teams to identify and develop features that will bolster your CRM strategy.
  • Generating and sharing weekly and monthly performance reports.
  • Addressing subscriber inquiries, resolving requests, and enhancing subscriber satisfaction.

Candidate Profile

  • Experience in startup or scale-up environments.
  • Proven track record of executing successful cross-channel lifecycle communications that enhance activation, engagement, and retention, even in non-managerial roles.
  • Customer-focused mindset with a strong grasp of customer segmentation.
  • Proactive approach and ability to thrive in uncertain situations.
  • A minimum of 3 years of experience in CRM, encompassing end-to-end planning, development, and execution of large-scale cross-channel lifecycle campaigns, with a willingness to learn and grow.
  • Familiarity with customer engagement platforms (e.g., Sailthru, Iterable, Braze).
  • Experience in delivering automation and personalization campaigns.
  • Strong analytical skills, with a passion for data-driven marketing.
  • A meticulous approach to your craft, paying attention to the smallest details.

What We Offer

  • Generous pension contributions (16% – 18% from the employer)
  • Competitive salary along with team performance bonuses
  • 40 days of holiday, inclusive of public holidays
  • Income protection and life assurance
  • A comprehensive private healthcare plan
  • Market-leading parental leave policy—up to 40 weeks paid
  • Personal development budget for continuous learning
  • Mental health support services
  • Charitable donation matching through salary contributions
  • Financial wellbeing resources, including complimentary financial planning sessions
  • Additional self-funded options for healthcare, travel insurance, and legal services

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