CRM Manager

Durham, County Durham
Concept Onyx Recruitment
We’re representing a national brand with a busy digital team and a lot to go at. They are looking for a CRM Manager who can own strategy, build smart automations, and make customer comms feel personal at scale. If you enjoy turning data into action and shaping journeys that actually move the numbers, this will suit you down to the ground.

The Role:
You will take the lead on lifecycle strategy across acquisition, onboarding, engagement and reactivation. You will plan the roadmap, partner with design and comms, and coordinate builds with internal teams and an external marketing automation agency. There is solid groundwork in place, including segmentation and a rolling plan, so you can hit the ground running and quickly put your stamp on it.

What You’ll Be Doing:

• Define and deliver the CRM and marketing operations roadmap.
• Plan and run multi-channel campaigns across email, SMS and other owned channels.
• Build triggered journeys, set up tests, and optimise based on results.
• Use segmentation and insight to target the right customers at the right time.
• Own platform health, templates, forms, scoring and basic governance.
• Report on performance with clear recommendations for improvement.
• Work with digital, data and IT to keep pipelines clean and compliant.
• Manage timelines and briefs with design and content.
• Collaborate with an external automation partner for complex builds and troubleshooting.

What You’ll Bring:

• Strong CRM and automation experience in B2B, B2C or mixed environments.
• Hands-on skill with a modern platform. Adobe Marketo is ideal, but experience with HubSpot, Salesforce Marketing Cloud, Braze, Klaviyo or similar is very welcome.
• Comfortable building journeys, segmenting data, and running A/B tests.
• Clear communicator who can align stakeholders and keep projects moving.
• Analytical mindset with the ability to turn numbers into decisions.
• Good grasp of GDPR and email best practice.
• Nice to have: experience improving marketing operations processes and roadmaps.

The Set-up:

• Hybrid working with a North East HQ as your base, typically three days a week on site, with flexibility around which days.
• Occasional travel for workshops with an external partner.
• Salary in the mid thirties to low forties depending on experience, plus benefits.
• Supportive team culture with regular collaboration across digital, design, analytics and IT. You will not be on your own. There is agency support and a three-month plan already mapped out so you can focus on impact.

Your Background:
You might be a CRM Manager, Marketing Automation Manager, Email Marketing Manager or a Senior Digital Marketer who has been owning lifecycle work and wants full accountability. If you like balancing thinking with doing, and you enjoy building relationships across teams to get good work shipped, you will thrive here.

Ready to make CRM the engine of growth rather than a monthly send? Click apply and we will be in touch to talk through the details.