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Retention and Loyalty CRM Manager



18d ago

  • Job
    Senior Level
  • Data
  • London

AI generated summary

  • You must be proficient in CRM platforms, have strong analytical skills, work collaboratively in cross-functional teams, adapt quickly to change, and be an expert in communication strategies. Experience with Salesforce and CMS systems is a plus.
  • You will develop and implement email campaigns, enhance CRM journeys, optimize 1st party data strategy, activate retention strategies, and lead a referral program to drive customer engagement and loyalty.


  • Proficient in working with Customer.IO or similar customer data management platforms
  • Proven experience in CRM, preferably within consumer-facing marketplaces or similar sectors.
  • Strong analytical skills, with a proven ability to extract actionable insights from data to enhance communication effectiveness.
  • Ability to work collaboratively within a squad based system, integrating with sales, product/design and other teams.
  • High adaptability and agility in a dynamic work environment, with a focus on continuously optimising CRM communication strategies.
  • Demonstrated ability to work effectively in cross-functional teams with an agile mindset, emphasising a test-and-learn approach while maintaining alignment with long-term strategic objectives.
  • Excellent communication skills, capable of simplifying complex concepts into clear, impactful messages
  • Preferred Experience / Nice to have:
  • Experience with Salesforce and how to sync with Customer.io
  • Experience with CMS systems such as Wordpress or other web based tools.
  • Knowledgeable in the field of social care or marketplace technologies, with a keen interest in keeping abreast of emerging trends and capabilities, including AI, that can enhance marketing communications.


  • Working with Customer.IO & our data team, develop a comprehensive understanding of Elder's customers, their needs, and decision-making processes.
  • Collaborate with the marketing team to develop and implement email campaigns that effectively reach and engage our target families and carers.
  • Enhancing the CRM journey across email for our family and carer audiences, through optimising the coms flow and messaging.
  • 1st Party Data Strategy:
  • Develop and implement a comprehensive 1st party data strategy to enhance customer insights and enable personalisation
  • Ensure data quality and compliance with UK GDPR data protection regulations.
  • Collaborate with the data team to optimise customer data segments and ensure usage across the organisation adheres to GDPR regulations.
  • Leverage audiences segments, identify trends, and create targeted email campaigns that align with social media and PR initiatives
  • Activation & Retention:
  • Design and execute activation and retention strategies to maximise customer lifetime value.
  • Develop automated marketing programs (email, SMS, push notifications) to nurture customer relationships and reduce churn.
  • Work with relevant teams to analyse customer feedback and improve retention initiatives.
  • Collaborate with product, data, and customer service teams to enhance the overall customer experience on both supply and demand side through email coms
  • Referral Program:
  • Lead the development and execution of a scalable referral program to drive customer acquisition.
  • Identify key metrics and KPIs to measure the success of the referral program.
  • Create compelling incentives and communication plans to encourage customer referrals.
  • Monitor and optimise referral program performance through continuous testing and analysis.


What are the core responsibilities of a Retention and Loyalty CRM Manager at Elder?

Core responsibilities of a Retention and Loyalty CRM Manager at Elder include developing and implementing email campaigns, enhancing CRM journey through email communication, developing 1st party data strategy, activating and retaining customers, and leading the development of a referral program.

What skills and experience are required for the role of Retention and Loyalty CRM Manager at Elder?

Proficiency in CRM platforms, strong analytical skills, ability to work collaboratively, adaptability in a dynamic work environment, effective communication skills, and experience in CRM within consumer-facing marketplaces are required. Experience with Salesforce, CMS systems, and knowledge of social care or marketplace technologies are also preferred.

What benefits are offered to Retention and Loyalty CRM Manager at Elder?

Benefits for a Retention and Loyalty CRM Manager at Elder include competitive salary, bonus, stock options, holiday entitlement, work from anywhere policy, dental and health insurance, e-learning platform, mentoring programs, Macbook, cycle-to-work scheme, and opportunities for career growth within a high-growth business.

Live-in care that connects you. The UK’s leading live-in care specialists, providing the alternative to the care home.

Science & Healthcare
Founded Year

Mission & Purpose

Keeping older people connected to the things that matter most We are a leading introductory live-in care agency, helping older people get the care they need, in the place, they feel happiest – their own homes. At Elder, we believe life isn’t about how long you’re here for, it’s about how well it’s lived. It’s about getting the support you need without giving up your dignity. It’s about protecting your independence and making sure you’re able to choose the little things as you age – like what you have for dinner or watch on telly, right through to the big stuff, like where you call home. The problem: 97% of people say they don't want to end up in a care home and yet the vast majority of people receiving full-time care end up shoe-horned into a solution they never wanted. Often alone and lonely, surrounded by people they don't know. The solution: We're the alternative to residential care homes. We want your loved ones to be able to stay where they'll be happy, in their own home. They can stay where their memories are, sit in their garden, eat food they actually like, and are even able to keep their pets. All while their needs are being cared for by a vetted, experienced live-in carer, perfectly matched to their needs and personality. Elder is one of the fastest growing companies in Europe, and we have no intention of slowing down. We’re building the alternative to the care home across the UK & Europe and aim to reshape how society looks after its elderly.


  • Sick Pay