CRM Manager - Digital Marketplace - Blue Pelican : Job Details

CRM Manager – Digital MarketplaceSalary: £60,000 – £70,000 + benefitsLocation: West London | Full-time in office

Ever find yourself imagining how to guide someone from that first curious click to a lifelong obsession? The sort of person who doesn’t just think about email open rates, but about how every touchpoint can make someone feel more connected?

As the product you’re marketing through your CRM programmes will be centred on passion and obsession. Not anything boring…. We’re talking the kind of products the people who buy them know a lot about, have a real enthusiasm for, and are willing to spend an awful lot of money on!

Who you’ll be joining will be a growing, fast-moving digital marketplace, taking the reins on their entire customer lifecycle. It’s a brand loved by a passionate, global community of collectors and enthusiasts - people who care deeply about design, craftsmanship, and stories.

Here, you’ll build and lead the CRM strategy that turns first-timers into loyal fans. You’ll create thoughtful, personalised journeys that keep people coming back, and you’ll see a direct line between your work and real commercial impact.

Currently, they have the foundations in place – which are all the functional aspects of CRM journeys. What you’ll be doing is extending this into much more creative, meaningful, sophisticated, personalised and imaginative journeys which go beyond the basics.

Whilst also reviewing and evolving existing ones, enhancing and optimising what’s there as capabilities around the company’s CDP and personalisation capabilities evolve, alongside their data and understand of the customer.

What you’ll get to do

• Design and own the CRM strategy across multiple audiences (both seller and buyer audiences)
• Own the onboarding, retention and reactivation campaigns that feel personal and purposeful
• Map out customer journeys and build smart segmentation strategies that unlock growth
• Work with product and tech teams to weave CRM touchpoints into the platform experience seamlessly
• Partner with sales to support lead nurturing and conversion
• Use data to inform decisions, test hypotheses and improve campaign performance (and enjoy being right about it)
• Explore how AI and predictive tools can make experiences even more tailored
• Be the internal champion for the customer - always asking “how does this make them feel?”
• Manage and mentor an Email Specialist, helping them sharpen skills and grow in confidence
• Own reporting on CRM performance and make sense of the numbers in a way that drives action
• Evaluate and enhance CRM tools and platforms (Salesforce Marketing Cloud is handy, but not essential)

A bit about you

• Experienced in CRM or lifecycle marketing, ideally in digital marketplaces, e-commerce or a similarly fast-paced, product-driven environment (luxury markets would be a plus – cars, fashion, jewellery, etc.)
• Good understanding CRM comms planning and CRM strategies, including journey planning
• Good project management skills, and the ability to bring all the elements necessary as well as quality control, test and optimise campaigns to ensure they reflect best in class and will deliver on business objectives
• Good knowledge of A/B testing and email journey enhancement/optimisation. With the ability to utilise the data from these to improve CRM strategies
• Skilled at creating journeys that drive actual retention and revenue, not just pretty metrics
• Comfortable working with all kinds of teams and translating between technical and non-technical worlds
• Commercially minded, with a knack for seeing the story in the data
• A supportive leader who enjoys guiding others without micromanaging
• Deeply customer-obsessed — always looking to create something genuinely engaging, not just another campaign
• Confident in segmentation, automation, and CRM platforms (Salesforce Marketing Cloud experience is a plus)

The set-up

• Permanent, full-time role
• £60,000 – £70,000 salary depending on experience
• West London-based, full-time in office
• Private medical insurance for you and your family
• 25 days holiday (plus an extra day each year after two years)
• Company pension contribution
• Annual learning and development budget to keep you growing
• Monthly social budget for team activities and connection

Why this, why now?This is a rare chance to shape how a vibrant, loyal community connects with a brand they love. You’ll have room to experiment, see the impact of your ideas, and help build something that feels truly special — not just to the business, but to every single customer who joins the journey.

Sound like your kind of challenge?If you’re excited by the idea of crafting journeys that are as thoughtful as they are effective, this could be your next big step.

Want to Apply? Here’s how:

You can share your Linkedin profile or email me a CV – it doesn’t have to be up to date, we can work on that once you decide you want to take this forward.

Or, for a chat and more information please contact me on:

Colin DoreeRecruiter | Blue Pelican