CRM Manager at Zapp

London, England, United Kingdom -

Full Time

Start Date

Immediate

Expiry Date

09 May, 26

Salary

0.0

Posted On

08 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

CRM, Lifecycle Marketing, Data Analysis, A/B Testing, Segmentation, Customer Experience, Collaboration, Data Visualization, SQL, Agility, Communication, Creativity, Optimization, Strategy Development, Campaign Management, Technology Proficiency

Industry

Retail

Description

CRM Manager Nine Elms, London - Full-time (4 days a week on-site) At Zapp, we are building the future of convenience. We don’t just deliver groceries; we deliver time. As our Manager of CRM, you will be the architect of our customer journey, ensuring that every push notification, email, and in-app message feels less like "marketing" and more like a helpful neighbour who knows exactly when you’re out of coffee. You will support the end-to-end lifecycle strategy - from the moment a user downloads the app to the point they become a loyal Zapp power-user. You’ll blend data-driven experimentation with creative storytelling to drive retention, increase lifetime value (LTV), and reduce churn in a fast-paced, high-frequency environment. About Zapp: Zapp is London’s leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi-trillion dollar convenience retail market, currently dominated by major players, by developing best-in-class customer-centric technology and fulfilment solutions. Zapp partners with some of the world’s leading brands to deliver an exclusive range of hand-picked products 24/7, delivered in minutes. Key Responsibilities: Strategy & Execution: Develop and scale multi-channel CRM campaigns (Push, In-app, Email, Whatsapp) that resonate with our urban, "on-demand" audience. Lifecycle Mapping: Build automated "Always On" journeys for onboarding, reactivation, and future loyalty tiers. Segmentation: Utilise our data stack to create hyper-targeted segments based on purchasing behaviour, location, and frequency. A/B Testing: Obsess over optimisation. You’ll constantly test subject lines, send times, creative assets, and incentive structures to find the "winning" formula. Cross-Functional Collaboration: Work closely with the Product team to improve in-app messaging hooks and the brand team to ensure our brand voice stays sleek, premium, and culturally relevant. Reporting: Track and report on key metrics like Open Rates, CTR, Conversion, and - most importantly - Retention and Order Frequency. Requirements: Experienced: You have 5+ years of experience in CRM or Lifecycle Marketing, ideally within a high-growth B2C start-up (e-commerce, food delivery, or Q-commerce). Platform Pro: You are an expert in CRM tools like Braze, Klaviyo, MoEngage, or Iterable. You know how to build complex multi-step canvases, and understanding how to write liquid logic (or similar) is a real bonus. Data-Driven: You don’t just look at dashboards; you ask "why." You’re comfortable with data visualisation tools (Looker), and basic SQL is a major plus. Customer-Obsessed: You have a "spidey sense" for what makes a great Zapp user experience and what feels like spam. Agile: You thrive in a world where things move at 100mph. You can pivot a strategy on Tuesday and have it live by Wednesday. Benefits: Competitive salary & equity package. Enjoy 25 days of holiday per year (plus all bank holidays). Private Health Insurance. Extended sick pay and maternity/paternity leave pay. Cycle to work scheme. Flexible/hybrid working arrangement.

Responsibilities

The CRM Manager will develop and scale multi-channel CRM campaigns and build automated customer journeys. They will also collaborate with cross-functional teams to enhance customer engagement and track key performance metrics.