[Hiring] CRM & Lifecycle Manager @Pet Media Group

Role Description

As our CRM & Lifecycle Manager, you'll own key parts of the customer lifecycle with our Head of CLM, across strategy, data, automation and execution. You'll spot where engagement can improve, design new journeys and experiments, and build the workflows that bring them to life.

• Own the customer lifecycle.
• Design journeys for buyers and breeders that respond to what they do, across email, push, in app and SMS.
• Turn data into action.
• Dig into behavioural data, spot opportunities and turn them into relevant experiences.
• Automate the repetitive.
• Turn manual CRM processes into automated workflows, so time goes to higher value work.
• Test what AI makes possible.
• Experiment with personalisation, content and segmentation, measure the results and take what works into production.
• Build for scale.
• Create reusable journeys and processes, ready for new markets as the group grows.
• Work across the business.
• Partner with product, data, engineering and marketing on the customer experience and the infrastructure behind it.

Qualifications

• 4 or more years in CRM or lifecycle marketing, preferably in house, with campaigns you personally built that moved a metric you can name.
• Marketplace, consumer app or ecommerce experience is a strong plus.
• Hands on experience in Customer.io or a comparable platform such as Braze, Iterable or Klaviyo.
• Comfortable with segmentation logic, events, attributes and journeys that branch.
• A habit of measuring; you set up tests properly, read results critically and sanity check a number before anyone else does.
• Daily, active use of AI tools such as Claude or ChatGPT for building, copy, QA, localisation and workflow automation.
• Fluent English, written to a standard that needs no editing before it reaches a customer.
• Able to own CRM as a team of one when needed: briefing agencies and freelancers, holding them to account, and saying "not this week" to requests with a clear reason.

Requirements

• HTML and Liquid for email templates.
• SQL, or working with a data warehouse and product analytics.
• Marketing automation beyond the CRM, such as webhooks or tools like n8n.
• A CRM platform migration.
• A two sided or reputation exposed marketplace, such as pets, dating, fintech or the gig economy.

Benefits

• Direct access to founders and country leads.
• A profitable, growing business rather than a slide deck.
• A diverse team of more than 100 colleagues across the world.
• Competitive compensation.