Blue Light Card. Individually great, together unstoppable

The Role and the Team

We’re looking for a commercially savvy and data-driven Senior CRM Performance Manager to take ownership of our CRM Communications strategy and execution across key channels, primarily email and push notifications. In this pivotal role, you’ll be at the heart of our trading engine, directly influencing core revenue metrics such as Monthly Active Users (MAU) and orders. You’ll own the planning and delivery of our CRM communications calendar, optimising both business-as-usual and campaign activity to ensure every message drives measurable impact for our members and the business. 

What You’ll Do

• Own and manage the weekly CRM communications calendar across channels, primarily email and push, and ensure the right offers and messages reach the right audiences through effective segmentation and personalisation

• Represent CRM in daily and weekly trading meetings, delivering updates on campaign performance and driving tactical alignment across teams

• Work closely with the revenue, commercial and partnerships teams to plan and prioritise offer-led campaigns that drive business results

• Own key performance metrics including CRM opens and clicks, and product metrics like MAU and orders

• Guide the team in delivering weekly in-depth performance reporting, insight generation and optimisation recommendations, and daily views to inform trading

• Run structured test & learn programmes to improve member engagement and campaign performance

• Use customer behaviour data to improve personalisation, maximise impact and increase relevance

• Drive alignment with Brand, Partnerships, and Creative to ensure consistent, high-quality delivery of offer-led CRM content

• Manage, mentor and develop a small team of 3 CRM execs and managers, ensuring high-quality delivery and performance excellence

• Oversee day-to-day campaign deployment through Braze, ensuring efficient execution, proper tagging, and data accuracy

What You’ll Bring

• Significant experience in CRM or retention marketing, with a strong focus on campaign delivery and calendar planning in fast-paced, trading-led environments (e.g. ecommerce, marketplaces)

• Expertise in personalisation, segmentation and performance optimisation — you know how to make a message resonate with the right member segment

• Strong working knowledge of Braze or a similar CRM platform

• Highly analytical and comfortable pulling insights from trading and campaign data to drive change

• Strong communication skills, you can hold their own in cross-functional forums and translate performance into clear actions to drive the desired outcome

• Experience managing a team and creating a supportive, results-oriented culture

Our Culture

Our mission is simple – make heroes happy. Our members are the real-life heroes who keep us all safe, cared for, and thriving. It’s what gets us up in the morning and pushes us to go further, think bigger, and create something that truly matters. By focusing on their happiness, we create amazing experiences, deliver unrivalled discounts, innovative products, and world-class service.

We don’t just follow the usual path - we look for smarter, bolder ways to deliver real impact. We take ownership, move fast, and work shoulder to shoulder to build something special.

We’re committed to building a diverse and inclusive team where everyone feels they belong. Different perspectives and experiences help us grow, innovate, and better reflect the communities we serve.

We promote hybrid working, and value in-person collaboration so encourage time in our offices, where you can make the most of our fully stocked snack drawers – either the HQ in Leicestershire, or London, Holborn office. The frequency and office location will vary depending on the role and team, we aim to be flexible, but we aren’t able to offer fully remote working.

What We Offer

• Hybrid working and flexible hours

• 35 hour working week

• Free parking and EV charging onsite at HQ

• 25 days annual leave plus an additional day off for your birthday, and a buy and sell holiday scheme of up to 5 days

• A company bonus scheme

• Your own Blue Light Card and exclusive access to thousands of discounts

• Generous funded BUPA medical insurance covering pre-existing conditions

• Group auto-enrolment pension plan

• Enhanced parental leave and absence leave

• Healthcare cashback plan

• Employee assistance programme (including mental health support) and mental health first aiders

• Great social events e.g., festive party, summer party, team socials, sports matches

• Regular company-wide recognition events e.g. Monthly Light’s Up and The Shine awards

• Relaxed dress code and modern office space (games area, chill-out areas, book club, free drinks/snacks)

• Onsite gym at HQ (including access to free HIIT & stretch classes)

• Strong learning and development culture

#LI-Hybrid