Fixed Term CRM Senior Manager

About the role

As a Senior CRM Manager at Blacklane, 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 where you'll lead one CRM Manager while remaining hands-on in strategic development of your area.

What you'll do

• 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.

What you'll need

• 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.
• 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.
• The ability to partner effectively with Product, Data, Engineering, Brand, Creative, Performance Marketing, and local teams to deliver cross-functional outcomes.

Nice to have

• Strong brand and content instincts, with the ability to help shape CRM communication that feels both premium and commercially effective.