Senior Manager CRM (4 month Fixed Term Contract)

This role is a 4 month fixed term contract. 

CRM is central to Ecotricity’s growth. We’re looking for a strategic leader who can make an immediate impact - sharpening our lifecycle strategy and reducing churn while our current superstar is on maternity leave.

You won’t be building journeys - you’ll be integral in setting the direction, prioritising the roadmap, and elevating the performance of the CRM. Working closely with the CRM Manager (who owns journey build and execution), Data, and IT, you will ensure we deliver high‑performing lifecycle programs that increase engagement, retention, and lifetime value. 
You’ll also act as the marketing lead for Salesforce Marketing Cloud, ensuring the team uses the platform to its full potential and that CRM becomes a growth engine for the business.

Reporting to the Head of Marketing, you’ll influence senior stakeholders, shape customer strategy, and drive measurable commercial outcomes.

What Will You Do? 

CRM Strategy & Leadership  

• Set the CRM vision, strategy, and roadmap across acquisition, onboarding, engagement, retention, save, and win‑back. 
• Provide strategic direction to the CRM Manager, who owns journey build, execution, and day‑to‑day operations. 
• Identify the biggest opportunities to reduce churn and increase LTV, and ensure the team is focused on the highest‑impact work. 
• Define segmentation, personalisation, and lifecycle frameworks that guide all CRM activity. 
• Ensure Salesforce Marketing Cloud is used strategically - championing automation, triggers, and data‑driven decision‑making. 
• Review performance, diagnose issues, and steer optimisation priorities. 

Cross‑Functional Influence & Stakeholder Leadership 

• Act as the senior voice for lifecycle and conversion across Marketing, Digital, IT, and Operations. 
• Partner with Data and IT to ensure CRM data, triggers, and event structures support advanced lifecycle marketing. 
• Work closely with Brand and Communications to ensure consistent messaging across channels. 

Performance, Insight & Governance 

• Own CRM performance KPIs - engagement, conversion, retention, churn, and revenue impact. 
• Translate insight into clear strategic actions for the CRM Manager. 
• Manage budgets for CRM tools, experimentation, and optimisation. 
• Ensure governance, compliance, and best practice across all lifecycle activity. 

You’re a strategic CRM leader - someone who knows how to turn lifecycle insight into commercial impact. You understand the mechanics of CRM and experimentation deeply, but your strength lies in strategy, prioritisation, and influencing, not hands‑on build.

You bring

• A track record of reducing churn and improving conversion through lifecycle strategy. 
• Strong commercial instincts and the ability to quickly identify high‑impact opportunities. 
• Experience leading CRM teams, with operational delivery handled by others. 
• Confidence working with data, insight, and analytics to shape decisions. 
• The ability to influence senior stakeholders and drive cross‑functional alignment. 
• A customer‑centric mindset and a passion for Ecotricity’s mission. 

Requirements 

• Proven experience leading CRM strategy for a progressive brand or organisation. 
• Demonstrable success improving engagement, conversion, and retention at scale. 
• Strong understanding of CRM platforms (Salesforce Marketing Cloud preferred).
• Deep knowledge of experimentation frameworks.