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CRM Manager
Job Posted: 3 hours ago
Salary: £ 50,000 - 62,000 / Annum
Job Type: Permanent
Location: Douglas, Isle of Man
Expire in: a month
Job Description
Our Client are a leading communications brand with an outstanding reputation for customer service and value commitment. An opportunity has now arisen within their team for an experienced CRM Manager.
The CRM Manager role brings together data insight, commercial acumen, and customer understanding to deliver parts of the company's strategy, driving retention, reducing churn, and identifying opportunities for upsell and cross-sell across our product portfolio.You'll play a pivotal role in shaping how they build deeper, longer, and more valuable relationships with customers, balancing loyalty with commercial growth, and ensuring every customer interaction contributes to long-term success.
Here you will:
* Own customer base KPIs including churn, contract-in-term rates, ARPU, and product penetration
* Monitor base health using dashboards and analytics; proactively identify at-risk segments and intervene before churn occurs
* Partner with Finance and Product to forecast and report on revenue performance, lifetime value, and growth opportunities
* Work closely with Customer Insights to understand customer behaviour and inform proactive retention and growth strategies
* Work closely with product, marketing and sales teams to ensure that all acquisition campaigns and offers have retention elements built in
* Develop and execute retention strategies that keep churn below target across all channels
* Design proactive multi-channel save and renewal programmes targeting customers approaching end-of-term or showing risk indicators
* Collaborate with Customer Service and Retail to ensure consistent retention messaging and compelling renewal offers
* Drive improvements in customer experience metrics (CSAT, NPS) through data-led interventions
* Use CRM and analytics to identify customers with upsell or cross-sell potential and deliver personalised propositions
* Develop lifecycle journeys that drive product adoption, increase multi-productpenetration, and grow ARPU
* Partner with Product and Marketing to build compelling, insight-driven offers and bundles
* Identifysingle-product customers and migrate them to multi-product holdings through targeted campaigns
* Own the CRM strategy and ensure automation and personalisation directly support commercial goals
* Maintain segmentation and targeting frameworks that enable precise, efficient engagement
* Integrate and leverage customer usage data (calls, SMS, data, roaming) alongside product and behavioural data to refine segmentation
* Ensure CRM systems areoptimisedfor data integrity, automation, and compliance
* Enable and manage the right customer communication channels, including email, SMS, app, digital, telesales, and in-store
* Partner closely with Sales, Product, Customer Service, and Marketing to deliver a unified, insight-led approach to base management
* Build a data-driven, customer-first culture that balances commercial targets with exceptional customer experience
* Provide clear insight and recommendations to senior leadership on customer performance, opportunities, and risks
The ideal candidate for the role of CRM Manager will have:
* Proven experience in customer base management, CRM, or retention marketing, ideally within telecoms, utilities, or subscription-based industries
* Strong analytical and commercial skills - able to translate data into actionable growth and retention strategies
* Experience working with CRM and automation tools in a complex, data-rich environment
* Deep understanding of customer segmentation, lifecycle management, and data-driven engagement
* Excellent collaboration and influencing skills across Sales, Marketing, Product, and Customer Service
* Data-literate, customer-obsessed, and commercially focused
* Able to work in a fast-paced environment
* Collaboration focusedBefore You Apply
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