CRM Senior Manager (12 month Fixed Term Contract)

Requirements

• You’re deeply customer-centric and care about building CRM experiences that are relevant, respectful, and genuinely valuable
• You’re a strong strategic thinker who can translate business goals into clear CRM plans, and then turn those plans into action
• You’re comfortable operating across both detail and altitude - from journey logic and targeting guardrails to roadmap decisions and stakeholder alignment
• You’re confident challenging weak assumptions, ambiguous asks, or short-term ideas that could undermine guest experience or long-term value
• You have a strong growth mindset and create space for learning, iteration, and continuous improvement in both your own work and the work of others
• You enjoy working in a fast-moving, cross-functional environment where strong collaboration and clear communication are critical to success
• You’ll also bring:
• Significant experience in CRM / lifecycle marketing, with ownership of complex journeys, programmes, or customer domains in a data-driven environment
• Strong expertise in segmentation, targeting, contact strategy, and CRM measurement, with the judgment to balance growth goals against guest experience and channel health
• Hands‑on experience with modern CRM platforms and data ecosystems - ideally including tools such as Braze
• Strong analytical skills and a solid understanding of experimentation, incrementality, and performance interpretation
• The ability to partner effectively with Product, Data, Engineering, Brand, Creative, Performance Marketing, and local teams to deliver cross‑functional outcomes
• Prior experience in line management or formal people development, including coaching, prioritisation, feedback, and supporting the growth of at least one more junior team member
• Strong brand and content instincts, with the ability to help shape CRM communication that feels both premium and commercially effective

What the job involves

• As a Senior CRM Manager at Blacklane, you’ll be part of the Global Blacklane CRM team, helping shape and deliver CRM strategy for the business at a global level
• You’ll own a defined CRM area end‑to‑end, turning business priorities into clear lifecycle plans that drive retention, ride frequency, and long‑term customer value across markets
• This is a 12‑month fixed‑term maternity cover contract
• In this role, you’ll lead one CRM Manager, giving them clear direction, coaching, and support, while remaining hands‑on in the strategic development of your area
• You’ll work closely with Product, Data, Analytics, Brand, Creative, Performance Marketing, and local stakeholders to ensure CRM initiatives are strategically sound, operationally robust, and aligned with Blacklane’s broader goals
• In this role, you’ll:
• Own the CRM roadmap for your area, prioritising work based on business value, guest impact, and team capacity, and ensuring the most important initiatives land well
• Lead the lifecycle strategy and orchestration for your remit, ensuring journeys work together coherently across channels and that conflicting or overlapping comms are resolved thoughtfully
• Set and steward segmentation and contact strategy for your area, ensuring targeting is consistent, scalable, and protective of guest experience and email health
• Drive a strong experimentation and measurement culture within your remit, shaping the testing roadmap, selecting the right methodologies, and using results to decide what to scale, refine, or stop
• Employ CRM operational excellence across tooling and data for your area, partnering with Product, Data, Engineering, and MarTech to improve the capabilities that unlock stronger CRM outcomes
• Own content planning for your remit, ensuring CRM storytelling supports lifecycle and commercial goals while remaining premium, coherent, and aligned with the Blacklane brand
• Line manage and develop one CRM Manager, providing coaching, feedback, prioritisation support, and clarity on goals and ownership
• Represent your CRM area in cross‑functional forums, communicating clearly on priorities, risks, trade‑offs, and performance, and helping stakeholders align around the right decisions
• Your First‑Year Roadmap:
• Here’s what your journey at Blacklane could look like during this maternity cover:
• 0–3 months: Understand the landscape and sharpen priorities
• Build a strong view of the current CRM landscape across journeys, audiences, performance, tooling, and ways of working within your area
• Align with key stakeholders on the biggest opportunities, dependencies, and trade‑offs within your remit
• Build a strong working relationship with your direct report and establish clear expectations, ownership, and ways of working
• Identify quick wins, operational risks, and the highest‑value improvements to pursue first
• 3–9 months: Drive the roadmap and raise the standard
• Deliver a focused roadmap of lifecycle, segmentation, experimentation, and content improvements that create measurable impact
• Strengthen collaboration with Product, Data, Analytics, Brand, and Creative so CRM plans are well integrated and scalable across the global business
• Support and develop your CRM Manager through regular coaching, feedback, and prioritisation guidance
• 9–12 months: Scale impact and build for the next chapter
• Consolidate learnings into stronger playbooks, routines, and roadmap decisions for your area
• Scale the initiatives that are working, stop or reshape those that are not, and ensure your area is set up for sustainable impact rather than reactive delivery
• Leave behind a clear, well‑prioritised roadmap and strong foundations for the next chapter of the global CRM strategy