CRM Manager

We're working with a client who are looking for a CRM Manager with experience in Salesforce Marketing Cloud and/or Pardot.

Strategic CRM Leadership

• Develop and deliver a long-term CRM and lead nurturing strategy aligned to company objectives and digital transformation goals.

• Act as the in-house CRM expert, advising and influencing senior leaders across Sales, Marketing, Digital, and IT.

• Use data and insights to improve engagement, conversion rates, and customer lifetime value.

Stakeholder & Partner Management

• Run cross-functional workshops and sessions to define CRM needs, customer journeys, and capabilities.

• Oversee relationships with Salesforce partners to ensure on-time, high-quality delivery.

• Represent CRM at senior meetings, presenting results, investment cases, and transformation progress.

Journey Mapping & Automation

• Design and deliver multi-channel journeys (email, SMS, print, retargeting).

• Introduce personalisation, behavioural triggers, and dynamic content to boost engagement.

• Maintain a library of reusable, brand-compliant CRM assets.

Performance & Budget Management

• Define and monitor CRM KPIs across acquisition, conversion, retention, and advocacy.

• Analyse campaign performance and recommend improvements to maximise ROI.

• Manage the CRM budget and ensure spend is tied to business results.

Governance & Best Practice

• Ensure all CRM activity complies with GDPR, PECR, and internal policies.

• Work with Data Security to maintain preference centres and privacy policies.

• Create standardised processes, naming conventions, and documentation for scalability.

Essential:

• Extensive experience in strategic CRM leadership during large-scale transformations

• Strong Salesforce Marketing Cloud and Pardot expertise

• Proven track record managing external partners and agencies

• Skilled at running senior-level workshops and engaging stakeholders

• Experience in customer journey mapping, automation, campaign analytics, and GDPR-compliant CRM strategies

• Strong commercial awareness and budget management skills

Preferred:

• 4-8 years' experience in senior CRM, digital marketing, or customer engagement roles

• Excellent leadership, communication, and influencing skills