CRM Manager

Isle of Man

Permanent

Our client seeks a CRM manager to join their team.

You'll play a pivotal role, owning the performance of the existing customer base - ensuring customer retention and maximising satisfaction. This role brings together data insight, commercial acumen, and customer understanding to deliver the 'Keep and Grow' parts of the strategy - driving retention, reducing churn, and identifying opportunities for upsell and cross-sell across the product portfolio. The ideal candidate will have extensive experience in a similar role and possess excellent collaboration and influencing skills.

Key Responsibilities:

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 teams 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.
Work closely with product, marketing and sales teams to ensure that all acquisition campaigns and offers have retention elements built in.
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.
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.
Partner closely with Sales, Product, Customer Service, and Marketing to deliver a unified, insight-led approach to base management.
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.

Key Skills & Experience:

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.
Able to work in a fast-paced environment.

Your specialist: Debbie Amankwa

Quote job ref: 16227

Hi, I'm Debbie and I look forward to receiving your submission for this fantastic opportunity with this business.