Our client is seeking a CRM Manager to join their team, working 37.5 hours per week. The role can be based in Guernsey, Jersey, or the Isle of Man. The CRM Manager will be responsible for the performance of the existing customer base, focusing on customer retention, value growth, and satisfaction maximisation. This crucial position blends data insight, commercial acumen, and customer understanding to drive the retention and growth parts of the company’s strategy, contributing significantly to long-term success.
Job Duties:
- Own customer base KPIs including churn, contract-in-term rates, ARPU, and product penetration.
- Monitor base health using dashboards and analytics; proactively identify at-risk segments and intervene before churn occurs.
- Partner with Finance and Product to forecast and report on revenue performance, lifetime value, and growth opportunities.
- Work closely with Customer Insights to understand customer behaviour and inform proactive retention and growth strategies.
- Collaborate with product, marketing, and sales teams to ensure that all acquisition campaigns and offers have retention elements built in.
- Develop and execute retention strategies to keep churn below target across all channels.
- Design proactive multi-channel save and renewal programmes targeting customers approaching end-of-term or showing risk indicators.
- Collaborate with Customer Service and Retail to ensure consistent retention messaging and compelling renewal offers.
- Drive improvements in customer experience metrics (CSAT, NPS) through data-led interventions.
- Use CRM and analytics to identify customers with upsell or cross-sell potential and deliver personalised propositions.
- Develop lifecycle journeys that drive product adoption, increase multi-product penetration, and grow ARPU.
- Partner with Product and Marketing to build compelling, insight-driven offers and bundles.
- Identify single-product customers and migrate them to multi-product holdings through targeted campaigns.
- Own the CRM strategy and ensure automation and personalisation directly support commercial goals.
- Maintain segmentation and targeting frameworks that enable precise, efficient engagement.
- Integrate and leverage customer usage data alongside product and behavioural data to refine segmentation.
- Ensure CRM systems are optimised for data integrity, automation, and compliance.
- Enable and manage the right customer communication channels, including email, SMS, app, digital, telesales, and in-store.
- Build a data-driven, customer-first culture that balances commercial targets with exceptional customer experience.
- Provide clear insight and recommendations to senior leadership on customer performance, opportunities, and risks.
Job Requirements:
- Proven experience in customer base management, CRM, or retention marketing, ideally within telecoms, utilities, or subscription-based industries.
- Strong analytical and commercial skills, able to translate data into actionable growth and retention strategies.
- Experience working with CRM and automation tools in a complex, data-rich environment.
- Deep understanding of customer segmentation, lifecycle management, and data-driven engagement.
- Excellent collaboration and influencing skills across Sales, Marketing, Product, and Customer Service.
- Data-literate, customer-obsessed, and commercially focused.
- Ability to work in a fast-paced environment.
What You’ll Love:
This role offers the chance to play a key part in maintaining and enhancing the jurisdiction’s reputation. You will work in a collaborative environment with opportunities to develop your skills in regulatory oversight, policy creation, and risk-based supervision. The organisation values professional growth and offers ample opportunities for training and career development.
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