Fixed Term CRM Senior Manager

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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. Your Impact and Responsibilities At Blacklane, we measure success by the meaningful change that each team member creates. 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. About you You'll thrive in this role if: 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, wi

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