CRM Manager

We have an exciting opportunity for a CRM Manager to work as part of the wider Growth and Retention team, reporting directly to the Senior CRM Manager. Responsible for maximizing value from acquired customers by driving frequency and retention throughout the customer lifecycle using multi-channel campaigns. This role involves leading engagement initiatives targeting both active and lapsed customers, including subscribers and non-subscribers while planning and executing strategic tactics to enhance Gousto's growth trajectory and trading performance. You will take ownership of email, app, and SMS channels to drive retention and engagement across the business.
Core Responsibilities:
Multi-channel campaigns: Develop and deliver end-to-end strategy for multi-channel campaigns, including email and app channels, to drive retention using our CRM platform - Braze
Testing: Strategise and execute exciting and compelling tests for our various channels to drive engagement and orders across the entire lifecycle, working alongside Brand and Creative
Cross-functional collaboration: Work closely with cross-functional teams including Product, Creative, Analytics, and Finance to ensure seamless customer journeys
Project management: Project manage and execute changes required across key customer touch points and communications in collaboration with legal and technology
Data analysis and reporting: Monitor channel health and regularly report on campaign performance. Be proactive in analysing data and tests and recommending improvements to optimise journeys from results
Customer segmentation: Identify customer segments and use personalisation to create new targeted campaigns
Strategy: Become a driving force in increasing our intelligence capabilities and influencing key stakeholders in the business to adopt new capabilities, collaborating with data science and data analysts to step-change the decisions behind our communications with algorithm enhancements
Partnerships: Collaborate with the Partnerships and Insights team to plan campaigns and interpret how insights translate into growth actions

Experienced with Braze (our customer engagement platform) including execution of multi-channel campaigns and canvases. Deep understanding of email, push and in-app channels and content strategies
Good understanding and experience with HTML, A/B tests, segmentation and personalisation (liquid language and connected content)
Strategic and analytical - ability to measure impact and find opportunities for continuous improvement
Ability to interrogate campaign briefs and interpret campaign requirements
Team player with excellent communication and collaboration skills, yet comfortable with autonomy and taking ownership of tasks
Strong project management skills with the ability to handle multiple priorities and deadlines in a fast-paced environment
High attention to detail and logical thinker with an eye for saving efficiencies
A customer-centric marketer with experience creating engaging, impactful communications and experiences for users across lifecycle stages
Stay updated on CRM trends, and best practices plus advocate for process improvements

Here at Gousto, we are on a mission to become the UK's most loved way to eat dinner, and for every meal to leave the planet better off. Gousto is changing how people shop, cook, and eat food at home. It's an incredibly exciting time to join our team-and we're a friendly bunch!
We're proud to be one of the fastest-growing companies in the UK. Powered by data and a love of food, we're a recipe box company that's disrupting the sector, and we're passionate about our diverse team and our customers.
All of our people are responsible for the success of Gousto, and we're passionate about creating an inclusive environment for all to thrive. Our guiding values-Dream, Deliver, and Care-show our commitment to innovation, our ambition to hit goals at speed, and our deep respect for the people we work with., Whether it is creating diversity in our recipes or building new teams, we care about our people and the opportunities they have at Gousto.
We are committed to equality of opportunity across our organisation. At all levels, we promote equality, ensuring our people are consistently treated in a fair and equal manner.