CRM Strategist

We are seeking a strategic and hands-on CRM Strategist to lead our CRM strategy, audience segmentation, journey automation and data compliance. This role will shape how we communicate with our subscribers, new prospects and wider audiences, delivering timely, relevant and personalised experiences that drive loyalty, engagement, and revenue growth. Alongside this, the role includes line management responsibility for a direct report, supporting their development and day-to-day delivery.

As the CRM lead within the Customer Marketing & Experience team, you will work closely with lifecycle, campaign, brand and BI teams to design and execute CRM strategies that support subscriber journeys, audience growth and retention outcomes., CRM Strategy and execution

• Develop and lead a business-wide CRM strategy that improves data collection, customer engagement, conversion and retention
• Design and deliver automated lifecycle journeys from onboarding through post-acquisition engagement, renewal and cancellation that focus on engaging customers beyond a transaction.
• Own testing strategies (A/B, multivariate), measurement and optimisation frameworks.
• Identify and champion CRM best-practice and innovation opportunities, keeping on top of industry insights.
• Collaborate with brand, commercial, editorial, loyalty, tech, activation and acquisition teams to align CRM with strategic goals.

Platform ownership and optimisation

• Own day-to-day management of CRM and email platforms
• Act as lead contact for CRM-related support, platform changes and integration improvements
• Build and maintain scalable campaign templates, journeys, preference centres and trigger logic for optimal data collection
• Drive platform utilisation across multiple teams to maximise business value and ensure platform governance
• Work strategically with content and brand teams to support newsletter growth and optimisations
• Implement onboarding programmes and triggered journeys for new subscribers, to improve early-life engagement, yield and retention to support lifetime value for all customers.
• Work closely with Business Intelligence, Tech and Data to develop reporting dashboards for newsletter and campaign performance to inform improvements

Data governance and compliance

• Ensure all CRM activity complies with GDPR, PECR, and data protection best practices.
• Create internal guidelines and QA processes for CRM campaign compliance.
• Manage segmentation strategy across lifecycle stages and data collection sources to make recommendations to improve targeting, personalisation and long-term value and engagement from our customer data.
• Maintain accurate and up-to-date customer records and data selection logic.
• Serve as liaison with Legal, BI, and Tech teams to ensure data structure supports compliant segmentation and personalisation., Our people also benefit from a flexi time policy, and a flexi location policy which gives everyone the opportunity to work from another location for two weeks during the year.

We are open to discussion about flexible working requests for any flexibility needs not covered by these policies.

Company benefits include

• Pension contribution matched to 5%
• Season ticket loan
• Hybrid working pattern, flexi start/finish time
• 25 days annual leave plus bank holidays, plus Christmas closure, plus your birthday off
• Option to buy/sell up to 5 days holiday a year
• Enhanced parental leave policies
• Social committee, regular in-house learning events
• 4x life assurance

Our values

We strongly believe that work is not just about what we achieve, but how we achieve it. We want our people to thrive and develop, and we want to effect positive change in the world.

To put that spirit at the heart of our business, we created a set of values with input from everyone here. Our values are:

• Be kind
• Always curious
• Be the best we can be

We also have a sustainability strategy that is built on five key pillars: Research, Reduction, Recycling, Responsibility, and Reporting. We take pride in our strong partnerships across our complex supply chain to drive emission reductions. Additionally, our office building, Eagle House, is a zero-waste facility powered by solar and renewable energy.

Do you have experience in Marketing?, * Proven experience in CRM strategy and execution within a digital, publishing, media or subscription environment.

• Excellent written and verbal communication skills, with the ability to explain complex CRM concepts to non-technical audiences.
• Strong stakeholder management experience; able to align CRM activity with the needs of editorial, marketing, commercial and data teams.
• Demonstrable hands-on experience with CRM tools and email platforms.
• Strong technical understanding of data management, email marketing, segmentation, automation, and deliverability.
• Experience leading multivariate testing, reporting, and performance optimisation.
• Confident managing data governance in line with GDPR/PECR regulations.
• Capable of translating customer insight into lifecycle and messaging strategies.
• Collaborative, organised and proactive with strong communication and leadership skills.
• Management experience, including line management of direct reports and supporting their development.

Desirable:

• Experience in media, publishing, subscription, or membership-based businesses.
• Experience delivering joined-up lifecycle journeys across email, push, in-app, or SMS.
• Knowledge of email deliverability tools and diagnostics (e.g. Litmus).
• Experience contributing to or leading CRM process documentation and playbooks.

Pulled from the full job description

• Annual leave
• Company pension
• Season ticket loan

Our Media is a leading special-interest content business, based in the buzzing, creative city of Bristol. We’re home to market-leading brands in craft, cycling, science and nature, homes and music.

We help our audiences pursue their passions through highly trusted, original content - in print, video and online. Our much-loved brands include BBC Science Focus, BBC Wildlife Magazine, YourHome, Gathered.how, BikeRadar and Cycling Plus.

We also have an award-winning content agency that works with major charities, brands and membership organisations to help them tell their stories and engage audiences better - in print, video, and online., We respect and value differences. We believe that when people from different backgrounds and with different perspectives work together, we can create the most value for our people, readers, customers, and society. If you are excited about this role but your experience doesn’t align perfectly with everything listed in the job description, we encourage you to apply anyway, as you may still be a good fit for this or other roles.

We’re striving to create a more diverse and inclusive environment and to ensure our content is representative of all our audiences. We have established six internal D&I network groups to help our people feel supported and included, and to provide an open environment for people to network, mentor and exchange ideas, solutions, and experiences. If there is anything we can do to make our recruitment process more accessible for you, please do let us know at recruitment@ourmedia.co.uk.

Flexible and hybrid working

We know we create great things and have fun when we come together in person and collaborate. We also know that working from home brings great benefits in terms of being able to focus on our work, and manage our personal lives around our roles. With this in mind, we have established a hybrid working pattern, with 60% of the working week spent in the office.