[Hiring] CRM Manager @Explore Learning

Role Description

We're looking for a CRM Manager who is data-driven, customer-centric, solution-oriented and technically confident to manage our customer lifecycle and the HubSpot platform behind it, and find new ways to drive retention and growth at scale. This is an exciting time to join. You will have the scope to shape how we engage families across their membership and to make a visible impact on our customers and business metrics.

What You’ll Be Doing

• Manage HubSpot, our CRM platform, ensuring it is set up correctly, runs reliably day to day, and holds accurate data. Spot and resolve platform and workflow issues quickly.
• Use customer data and insight to define segmentation, size opportunities, and prioritize where CRM will have the most impact.
• Design personalised journeys across the full parent lifecycle, covering:
  • Nurturing prospects to trial
  • Onboarding families so they see the value of membership early
  • Growing early-life membership and preventing churn
  • Winning back lapsed members
• Map and build the workflows and audiences behind each journey and campaign across email, WhatsApp, and push notifications.
• Plan the CRM campaign calendar and set how often, and on which channel, families hear from us.
• Work closely with the CRM Exec and the Customer Comms Manager to get journeys and campaigns live accurately and on time.
• Be accountable for CRM performance, measuring its impact on core business metrics and engagement, reviewing and improving live journeys and campaigns on an ongoing basis, and reporting results clearly to the Head of Retention, the Chief Customer Officer, and the wider marketing team.
• Bring a test-and-learn approach, with clear testing plans and a structured way of turning results into action.
• Act as the CRM champion and work with Dev on integrations and lead the roadmap of improvements to the CRM platform.
• Set the standards for how emails are built and sent, including reusable templates, QA checks, and deliverability best practice, ensuring consent and preferences are managed in line with GDPR and PECR across every channel.

Qualifications

• At least 4 years of CRM experience, ideally in a subscription or membership business, with HubSpot as an advantage.
• Hands-on experience of building workflows, segmentation, and automation, and of keeping CRM data accurate.
• A strong grasp of lifecycle marketing, from prospect nurture through onboarding, retention, and win-back.
• Experience across email and push notifications, ideally WhatsApp too, with a solid understanding of email build standards and deliverability.
• The technical confidence to troubleshoot platform issues and work with developers on integrations.
• Working knowledge of GDPR and PECR as they apply to CRM.
• Strong analytical skills, with experience of designing tests and tracking performance against KPIs.
• High attention to detail, strong organisation, and the ability to manage several priorities.
• A curious, growth-oriented mindset and a passion for continuous improvement.
• A team player with strong communication skills and experience of working across Product, CX, Engineering, and Operations to deliver shared goals.

Requirements

• Location: Remote (UK based)
• Job Type: Full time, permanent contract.
• Salary: 40-45K PA depending on experience
• Starting date: ASAP
• Please note: Proof of eligibility to work in the UK will be required. Unfortunately, we are not able to offer any form of sponsorship.

Benefits

• Enjoy 22 flexible holiday days each year, plus bank holidays and extra gifted time off between Christmas Eve and the New Year. Further additional holiday is also given based on your length of service.
• You’ll have 3 additional paid days off to take for a personal or religious celebration, wellbeing, or a volunteer day.
• We offer fully subsidised tuition for the children of all salaried staff and 50% off Explore Learning membership fees for all immediate relations of staff members.
• Benefit from staff discounts including gym memberships and sportswear, free 16-25 or 26-30 railcard, free counselling services, access to My Possible Self (a wellbeing app), a cycle to work scheme, and a discounted Tastecard.
• An additional length of service reward will give you access to private health insurance with Vitality.
• Take advantage of our referral bonus offering, payroll giving scheme, enhanced parental leave, and pension options.