CRM Manager

Policy Expert – CRM Manager 🚀Are you ready to transform the insurance industry? Policy Expert is a forward-thinking business that loves to get things done. Leveraging proprietary technology and smart data, we offer reliable products and a wow customer experience. Having achieved rapid growth since being founded in 2011, we’ve won over 1.5 million customers in Home, Motor and Pet insurance and have been ranked the UK’s No.1-rated home insurer by Review Centre since 2013. 🏆 Hear from our team about what it's like working at Policy Expert ✨ [https://vimeo.com/1022494678] What you’ll be doing: You’ll own the hands-on build, management and optimisation of lifecycle and transactional customer communications, primarily via email, with oversight of print communications and future expansion into channels as new comms opportunities arise. You’ll become Policy Expert’s go-to expert on our CRM platform Bloomreach. The role is responsible for executing and continuously improving CRM activity to drive engagement, acquisition, retention, and in-life commercial performance, while ensuring communications are clear, accurate, and compliant. This role works hand-in-hand with the Customer Comms Manager and Lead who will plan what communications are needed across customer journeys and what messages and actions they deliver. You’ll be ensuring that our CRM foundations are robust and continuously improved, including: * Own and operate the Bloomreach platform, improving how it is used and ensuring best practice. * Manage CRM processes, documentation, and supplier relationships to ensure scalable and efficient delivery. * Manage and maintain customer data integrity, permissions (GDPR compliant), and cross-functional activity to develop new data and targeting opportunities. Who are you:  You’re a hands-on CRM specialist who enjoys building and optimising campaigns and takes pride in getting the detail right. You’re comfortable working independently, managing technical setups, and using data and analysis to continuously improve performance. You have strong experience with CRM platforms (ideally Bloomreach or similar), understand segmentation, personalisation, and testing, and are confident working with customer data in a compliant way. With this, you’re comfortable taking full accountability for platform setup, data hygiene, and campaign build quality, ensuring communications are accurate, effective, and delivered to a high standard. You’re commercially minded, always looking for ways to improve engagement and retention, but you also care about creating clear, effective customer communications that support a good overall experience. You also have at least 5 years of B2C experience in a service-led business. Benefits: 📍 This role will be based in our London office in a 50/50 Hybrid mode. 💸 We match your pension contributions up to 7% 🏥 Private medical & Dental cover 📚 Learning budget of £1,000 a year + Study leave (with encouragement to use it) 😁 Enhanced maternity & paternity  🚉 Travel season ticket loan 🎟️ Access to a wide selection of London O2 events and use of a Private Lounge 🌈 Employee Wellbeing Programme What We Stand for and Next Steps  “We pride ourselves on being an equal opportunity employer. We treat all applications equally and recruit based solely on an individual’s skills, knowledge, and experience. The quality and growing diversity of our team is a testament to this commitment”  At Policy Expert, we are committed to fostering an inclusive and supportive environment for all candidates. If you require any reasonable adjustments during the interview process to accommodate your needs, please do not hesitate to let us know. We are dedicated to ensuring every candidate has an equal opportunity to succeed and will work with you to provide the necessary support. We aim to be in touch within 14 working days of your application – you will be notified if successful or unsuccessful. Please be encouraged to apply even if you do not meet all the requirements. Useful links: Glassdoor [https://www.glassdoor.co.uk/Overview/Working-at-Policy-Expert-EI_IE1393197.11,24.htm] | Trust Pilot [https://uk.trustpilot.com/review/www.policyexpert.co.uk]

FRESH FOOD, HAPPY DOGS. We believe dogs deserve the healthiest, most natural and tastiest meals - with none of the nasties. That’s why we make FRESHly prepared food, cooked just like you would at home and delivered direct to our customers in perfect portions. As a B-Corp certified company, you’re joining a sustainable business that genuinely cares about our people, our products and our impact on the planet. Our goal is simple: to help dogs live healthier, happier, and longer lives, while leaving humans smiling after every interaction. We’ve come a long way since our co-founders (Kev & Dave), hand delivered the very first Butternut Box. Today, we feed hundreds of thousands of hungry dogs across the UK and Europe - but we won’t stop until we’re feeding dogs everywhere. To get there, we need a team of brilliant people who share that ambition to come and work for us.  🐾 THE JOB:  Please note that this role will close on: 17th July 2026 This role is ideal for someone with ideally at least 3 years hands-on experience in e-commerce/lifecycle email marketing, who loves to combine creative thinking with a strong analytical mindset. You’ll own a part of our CRM customer journey and be instrumental in shaping how we connect with our customers through email, SMS, push and other digital channels. With a blend of tactical campaign execution and strategic planning, you’ll collaborate closely with our Physical Product, Digital Product, Operations, Creative and Business Intelligence teams to design and deliver a comprehensive roadmap of customer communications. This includes planning and introducing new flows, creating impactful campaigns, and ensuring that every touchpoint showcases the value we are able to deliver to our customers. This is a hybrid working role, offering flexibility with some work-from-home days each week. We expect you to spend 3 days at the Box Office in White City - London, with the possibility of occasional travel to other locations as your role evolves. If you're ready to make a significant impact, join us on this exciting adventure of growth and innovation. WHAT YOU’LL DO: * Strategic Planning: Partner with commercial owners to build and own the CRM roadmap for mid & late stage customers, covering proactive churn deflection, upsell campaigns, engagement programmes, and always-on lifecycle comms. Partner with commercial owners * Campaign Development: Ideate, build, and execute lifecycle campaigns across email, SMS, push and in-account - covering Extras x-sell, plan upsells, AP adoption, mid/late stage engagement, and proactive interventions for at-risk customers. * Data & Analytics: Regularly monitor and analyse campaign and adoption performance to uncover trends, evaluate success, and implement learnings to improve results and grow revenue. * A/B Testing: Design and execute testing strategies to refine communication and campaigns for better customer engagement. * Stakeholder Collaboration: Work with creative, brand, product, and operations teams to craft on-brand, customer-focused communications that resonate with our audience. * Personalisation: Leverage customer data to create segmented and personalised email content that feels relevant and timely. * Innovation: Explore and implement new tools, trends, and best practices to keep strategies fresh and impactful. * Campaign Execution: Ensure flawless execution of all email, SMS and push notifications to deliver on your goals. * E-commerce Management: Responsible for activating / de-activating offers through our backend system, and monitoring demand levels to inform promotions roadmap.   👀 WHAT WE'RE LOOKING FOR:  * Experience: At least 3 years of CRM/lifecycle marketing experience, ideally within a direct-to-consumer business. Hands-on experience with retention, churn deflection or upsell campaigns is strongly preferred. * Analytical Mindset: Exceptional ability to interpret campaign performance data, identify trends, and provide actionable recommendations to drive improvements. * Technical Capabilities: Experience with automation platforms (we use Iterable), BI tools (we use Looker) and an understanding of email and e-commerce best practice. * Strategic Thinker: We're looking for someone to take ownership of a clear CRM remit (mid/late stage, churn deflection, upsell). You'll need to plan proactively, prioritise across competing opportunities, and build a roadmap that delivers measurable LTV impact * Results-oriented: We have punchy commercial goals in mind, and are looking for someone who is motivated by a challenge, and is able to bring fresh, innovative ideas to the table. * Project Management: Strong organisational skills, capable of managing multiple campaigns, projects and stakeholders. * Creative Flair: A knack for storytelling and creating impactful, customer-centric campaigns that feel both engaging and on-brand. * Stakeholder Management: A collaborative spirit and the ability to effectively present to, and work with, cross-functional teams to achieve shared goals. * Obsessed with Dogs, naturally   ⏳ THE INTERVIEW PROCESS: 1. Initial call with your dedicated Talent Acquisition Partner, carried out remotely.  2. Sometimes the process will include a take home task, or a presentation of some kind. 3. Skills interview, usually carried out remotely.  4. Behaviours interview, usually carried out in person. 5. Depending on the seniority of the role you're applying for, there may be a final Leadership interview as a final step.  We usually expect our interview process to take 3-5 weeks, end to end.  🙌 OUR BENEFITS: * 25 days holiday (plus 8 bank holidays) and an additional day for every year of service up to 5 years * 5 additional, paid 'paws' days off per year dedicated to your learning, development or personal wellbeing. Hit pause when you need it most * £500 personal learning & development budget to sharpen your skills * Share options grant - everyone owns a piece of Butternut's success. * A significant discount on our Fresh food, to keep your own dogs as healthy as our customers * Enhanced parental leave * Flexible core working hours * Cycle to work scheme * Pension with NEST * Private Medical Insurance with Vitality * Private Dental Insurance with Bupa * Paid time off for fertility treatments and pregnancy loss * Paid sabbaticals for squad members with 5 or more years service at Butternut * Discounted gym access through MyGymDiscounts * Lots of office dogs (Ajax, Peggy, Chief, Louis, Hansen, Winnie and many more….) 💡 IMPORTANT THINGS TO NOTE: * We recommend getting your application in as soon as possible. We reserve the right to close the role early.  * Our team thrives on collaboration. We spend 3 days a week in our West London office (Monday, Wednesday, and Thursday) and 2 days working from wherever you’re most productive. Because being together is a big part of our culture, we’re looking for someone within a comfortable commutable distance to London. * We’re a small (but mighty!) recruitment team. We aim to respond to everyone personally, but if we’re flooded with brilliant applications, we may need to close the role early. We appreciate your patience while we review applications.  * For this specific role, we’re unable to offer visa sponsorship, so you’ll need the right to work in the UK. ❗️WE BELIEVE IN A SEAT AT THE TABLE FOR EVERYONE.  Butternut Box is an equal opportunity employer. We believe that to make the best food for all dogs, we need a team that represents all humans. We celebrate different nationalities, backgrounds, experiences and perspectives. We are specifically committed to increasing representation from underrepresented groups. We want a strong, diverse team built from different identities and lived experiences. We’re not perfect, but we are dedicated to the ongoing work of building an inclusive, supportive place where you can do the best work of your career.