Senior CRM Manager

What is Flagstone?Flagstone is an online savings platform reinventing how individuals, businesses, and charities manage, protect, and grow their cash. It is a diverse group of people bound by a collaborative spirit and a shared purpose, and a thriving, profitable business where smart people do their best work. Our culture is our pride and competitive advantage.A feel for our culture:To revolutionise the savings market, we need to be at our best. High performance requires a culture of kindness, respect, and growth. We are building a diverse, inclusive community where your voice is heard and valued, with close support and room to develop, so you can surpass your own expectations and be rewarded for it.We may not change the world, but we can change the world of financial technology. It takes drive, talent, and empathy, and our culture celebrates all three.Let’s talk about you.Does this sound like you?We’re looking for an experienced and strategic Senior CRM Manager to join our Digital Marketing & CRM team, driving the end-to-end CRM strategy across acquisition, activation, retention, and cross-sell of our customer audiences. Reporting to the Performance Marketing Lead, this role will define the strategy and measurement approach while managing, developing and optimising lifecycle programmes that deliver meaningful customer engagement and commercial impact across the whole funnel.You’ll manage two CRM managers and a CRM exec, collaborating closely with Marketing, Product, Data and Sales to ensure CRM initiatives are insight-led, customer-centric, and aligned with broader business objectives. Your ownership will shape the direction of our CRM comms strategy for key audiences and ensure successful execution across multiple channels and touchpoints.What you’ll do:Own, define and manage delivery and implementation of the end-to-end communication strategy across email and push for our key audiences (Business / Consumer), ensuring inspirational, timely, relevant and personalised messaging that supports the full customer lifecycle and drives emotional engagement with the brand.Manage and lead analysis and performance measurement of CRM campaigns, journeys and programmes – translating data into actionable insights and clear reporting with a focus on continuous improvement across KPIs (Conversion Rate, Activation Rate, Retention Rate and LTV).Use customer data and insight to identify opportunities to drive customer behaviour change across the funnel – from acquisition and activation to growth, retention and churn/winback.Continuously drive ongoing optimisation, test & learn and tracking of audience performance.Collaborate with Growth and Engagement Tribes and associated Squads to ensure CRM initiatives are aligned to business objectives, championing the biggest opportunities which maximise value and deliver results.Support and develop the team across BAU, operational and service-related campaigns alongside regular drumbeat CRM campaigns.What you’ll bring:5–7 years of CRM experience including best practice techniques to drive maximum engagement and commercial results in both B2B and B2C contact strategies.Subject Matter Expert for CRM Marketing across email best practice and GDPR.Hands-on experience of Salesforce Marketing Cloud (MC).Confidence in data planning, campaign strategy and measurement across the funnel with the ability to socialise performance and results.Hands-on data analysis and measurement translating into clear insights and recommendations.Operational excellence – translating ideas into action, implementing processes within the team and driving improvement.Strong stakeholder management skills with the ability to influence, align and proactively communicate effectively across teams, including Marketing, Product, Data and Commercial.Effective people manager across two CRM Managers and one CRM Exec.Excellent communicator with a proactive and collaborative mindset and the ability to build positive working relationships across the team and broader business.Comfortable operating in a fast-paced and agile environment.Strategic thinker with a hands-on approach and the ability to balance long-term vision with day-to-day execution.How we reward you:At Flagstone, benefits extend beyond token perks. We invest in your health, wealth, and professional development. Here’s a selection of our benefits:Hybrid working – spend at least 1 day a week with your team in our London officeCompetitive bonus scheme – designed to reward and recognise high performanceFlexible benefits budget – a pot to fund meaningful benefits for you, including fertility testing, cancer screening, neurodiversity coaching, or other needsSalary sacrifice options for electric cars, nursery schemes, home and tech goodsAround the World scheme – 3 months work from anywhereMental wellbeing support – access therapy and mental health sessionsLearning and development – £1,000 personal development budgetPrivate health care – AXA benefits including reduced gym memberships and medical history disregardedMedical cash plan – assistance with dental and optical expensesLife insurance and Income Protection – four times annual salaryMatched pension contributions up to 5%25 days holiday plus bank holidays, wellbeing days and volunteering daysEnhanced Parental Leave – enhanced maternity, paternity and adoption payAll are welcome.We’re assembling a diverse team that defies industry norms. If this role could suit you, we encourage you to apply, no matter your background. #J-18808-Ljbffr