🏷️ Role: Senior CRM Manager
📝 Reports to: CRM Director
👫 Team: Growth
🌍 Location: Holborn, London
⭐ Hybrid Role: 3 days in the office a week
📝 Contract type: Permanent, full time
Who We Are:
As one of the fastest growing companies in the UK, we’ve redefined how a for-profit business makes a meaningful social impact. As the first to scale in the UK and reach profitability, Omaze has also raised over £80 million for charities and created close to 40 millionaires through its life changing house and prize draws. In addition to working with beloved charities such as British Heart Foundation, Comic Relief, Alzheimer’s Research UK, RSPCA, and more, Omaze is building a business and culture committed to growth and creating significant social impact on a global scale.
Head to Omaze.co.ouk to learn more about our mission.
Why You’ll Love Working at Omaze:
- Growth: Omaze is one of the fastest-growing companies in the world.
- Impact: Join a team of world changers dedicated to creating a ripple effect of good.
- Pioneering: Be part of something no one has done before.
- Culture: We work hard, grow together, and spread joy along the way.
🔑 About The Job
As the Senior Customer Engagement Manager, you will focus on maximising customer lifetime value by driving engagement, retention, and loyalty. Reporting to the CRM Director, you will translate strategic priorities into actionable initiatives, using customer insights to identify growth opportunities. By fostering meaningful relationships and creating a personalised customer experience, you will strengthen brand loyalty, long-term engagement, and revenue.
You will collaborate closely with the BAU Lead and CRM Managers, sharing insights to improve BAU campaigns—spotting opportunities that might otherwise be missed, such as including educational content for users who haven’t yet purchased during a flash draw. You will create new automated campaigns and flows to target specific audiences and behaviours. Additionally, you will lead selected initiatives to boost CRM performance, such as implementing sunsetting policies to protect email reputation or adding countdown timers to drive urgency in emails.
🔧 What You’ll Be Doing:
Customer Journey Mapping & Behavioural Insights
- Document customer touchpoints (including transactional comms and landing pages) and behavioural insights across the lifecycle stages (new, engaged, at-risk, dormant).
- Use data-driven insights to inform strategies and continuous improvements.
- Identify and analyse pain points and friction areas to support and feedback to BAU team
Customer Engagement Strategy
- Implement StoryBrand principles into Omaze communications to ensure clarity and customer-centric messaging.
- Collaborate with CRM teams to deliver engaging, effective content and communications.
- Partner with marketing and content teams to align on cross-channel initiatives that support BAU activities.
- Develop initiatives that boost customer retention and lifetime value, tailored to different lifecycle stages.
- Monitor churn rates and design strategies to improve retention in coordination with BAU campaigns.
- Feedback and work with Exactius to increase engagement and personalisation in campaigns
Cross-Functional Collaboration
- Work closely with marketing, product, and customer experience teams to ensure a consistent and cohesive customer journey.
- Share actionable customer behaviour insights across departments to inform broader strategies.
- Facilitate workshops focused on growth, customer engagement, and cross-departmental collaboration.
- Partner with the customer experience team to capture the voice of the customer and address key pain points.
Reporting & Analysis
- Conduct initiative performance analyses in collaboration with CRM analysts.
- Provide monthly reports on customer lifecycle migration (e.g., new > engaged > reactivated) and key trends.
- Work closely with BI and analytics teams to deepen the understanding of customer behaviours and patterns.
Campaign Briefing & Execution
Brief key initiatives and automation projects to Exactius for design, build, and deployment within Klaviyo.
🤩 About You
- You’re a strategic, data-driven CRM professional with a strong track record of driving customer engagement, retention, and lifetime value.
- You have hands-on experience managing end-to-end CRM campaigns, including segmentation, automation, testing, and performance optimisation.
- You’re comfortable turning customer insights into actionable strategies that deliver measurable results.
- You have a test-and-learn mindset, always looking for ways to improve and innovate CRM journeys.
- You’ve worked in fast-paced, customer-focused environments—ideally within e-commerce, tech, or a growth-scale business.
- You collaborate effectively with cross-functional teams, including Marketing, Product, Analytics, and Tech.
- You’re proactive, detail-oriented, and confident managing multiple projects and priorities at once.
We actively seek out diversity of thought and experience to drive innovation. We welcome all backgrounds, identities, and perspectives and work hard to ensure that every Omaze employee can bring their authentic self to work at all times.
🙌 What’s In It For You
- Generous stock options scheme
- 30 days annual leave PLUS Bank Holidays
- Annual office closure between Christmas Day and New Year’s Day
- Private medical and dental insurance
- 9% employer pension contributions, when you contribute at least 2%
- £1,200 learning and development budget each year to use on training courses, conferences and professional memberships
- Personal equipment budget to work from home
- Enhanced family leave policies
- Life assurance of 4x your salary
🔍Our hiring process
Our hiring process may vary between roles, particularly for technical roles where we may incorporate a technical skills/based interview, but as standard you’ll have:
- Screening call with one of our in-house Talent Leads
- First stage interview with the Hiring Manager
- On-site second stage interview with key stakeholders - this could be other managers, peers or Senior team members.
- Final stage interview with one of our Execs.
On average, our hiring process takes around 2-3 weeks after your initial screening call.
We hire on a rolling basis, so we’ll close the role when we either a) have enough applications to process or b) have hired someone exceptional to fill the position. You’ll hear from us throughout the process, but if you’ve got any questions, please reach out to us at [email protected]. ⭐
