Senior Manager - CRM

Requirements

• Essential Experience
• Significant experience in marketing transformation, customer communications, CRM, or marketing operations
• Proven experience leading complex cross-functional programmes to deliver commercial outcomes
• Strong understanding of CRM and lifecycle marketing, digital marketing and customer journeys, brand and communications strategy, campaign operations, martech ecosystems, and operating model transformation
• Strong stakeholder management and influencing skills
• Commercial mindset with strong analytical capability
• Ability to operate strategically while remaining delivery-focused
• Desirable Experience
• Experience within regulated or customer-centric industries such as utilities, telecoms, retail, financial services, or subscription businesses
• Experience working within agile delivery environments
• Understanding of AI-driven marketing, automation, and personalisation
• Consulting or transformation background advantageous
• Success in This Role Looks Like
• Faster, more effective campaign delivery
• Improved customer engagement and communications performance
• Simplified and scalable marketing operations
• Stronger governance and reduced operational risk
• Greater consistency across brand and customer communications
• Clear measurable impact on customer and commercial outcomes
• Here's what else you need to know
• Role may close earlier due to high applications.
• Fixed term contract length - 12 months
• Competitive salary
• Location - London or Nottingham with travel to our other sites when required.
• Excellent parental leave allowance.
• Award-Winning Workplace - We're proud to be named a Sunday Times Best Place to Work 2025 and the Best Place to Work for 16-34-year-olds
• Outstanding Benefits - Enjoy 26 days of annual leave plus bank holidays, a generous pension, life cover, bonus opportunities and access to 20 flexible benefits with tax/NI savings
• Flexible & Family-Friendly - Our industry-leading hybrid and family-friendly policies earned us double recognition at the Personnel Today Awards 2024 . We're open to discussing how flexibility can work for you
• Inclusive & Diverse - We're the only energy company in the Inclusive Top 50 UK Employers . We're also proud winners of Best Employer for Women and Human Company

Benefits

Additional Information

We're looking for a strategic and delivery-focused Marketing Communications Transformation Senior Manager to modernise and scale our marketing communications and brand capability across channels, technology, customer journeys, governance, and operating model. This role will lead transformation initiatives that improve customer experience, campaign effectiveness, speed to market, operational efficiency, and commercial performance across CRM, digital, lifecycle marketing, brand communications, and campaign delivery. You'll work cross-functionally across Marketing, Brand, Digital, CRM, Data, Technology, CX, Commercial, Compliance, and external partners to shape and deliver the future of customer communications. Strategy Define and deliver the MarComms transformation roadmap aligned to business strategy Assess and evolve current operating models, workflows, governance, and capabilities Identify opportunities to improve efficiency, effectiveness, and customer outcomes Lead Transformation cross-functional transformation initiatives from concept through implementation Brand & Communications Strategy Partner with Brand and Marketing leadership to evolve communications and brand strategy Drive consistency across brand, CRM, digital, sales, and partner communications Support development of messaging frameworks, tone of voice, and integrated campaign approaches Help modernise how the brand is expressed across customer touchpoints and channels Balance commercial performance with long-term brand trust and differentiation Campaign & Communications Operations Redesign end-to-end campaign and communications processes Improve briefing, prioritisation, approvals, QA, and go-live governance Simplify and optimise customer communications across owned and paid channels Improve collaboration across teams, channels, and agencies Martech & Automation Partner with CRM, Digital, Data, and Technology teams to improve marketing capabilities Support the evolution of marketing technology, automation, and orchestration Improve campaign automation, personalisation, and customer journey management Help embed new tools, platforms, and ways of working Customer Experience & Performance Improve customer communication relevance and effectiveness across the lifecycle Drive measurable improvements in engagement, conversion, retention, and customer satisfaction Establish transformation KPIs and performance frameworks Use insight and data to continuously optimise communications Governance & Compliance Ensure customer communications meet regulatory, legal, and brand standards Improve controls, auditability, and operational governance Partner with Risk, Compliance, and Legal teams where required

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