CRM Manager

CRM Manager – Hakim Group Location: Darwen (3 days per week in the office - BB3 1AE) Hakim Group is growing fast and thinking smarter. We’re looking for a CRM Manager to help shape the future of lifecycle marketing across our group. You’ll lead the delivery and optimisation of customer journeys across key segments focusing on enhancing our recall programme. This role oversees a team and drives CRM transformation by developing data-driven, personalised journeys across email, SMS, direct mail, and digital channels to increase engagement, retention, and growth. Working closely with the Head of CRM, you’ll implement a new strategy that delivers measurable impact across the customer lifecycle. Roles & Responsibilities Design and deliver personalised multi-channel campaigns (email, SMS, direct mail, digital) to drive engagement, retention, and commercial growth. Use customer behaviour and lifecycle data to inform segmentation, targeting, and testing strategies. Optimise campaign performance through A/B testing, analytics, and iteration. Identify new journey opportunities and provide strategic recommendations. Champion CRM best practices with Internal stakeholders and Practices and foster channel expertise across your team Support onboarding of new practices and align CRM: campaigns to practice capacity and readiness Manage and mentor three direct reports, supporting their development and ensuring delivery excellence The Ideal Candidate We’re looking for a CRM leader who blends strategic thinking with hands-on delivery: Proven expertise in CRM or lifecycle marketing, particularly in health, retail, or D2C sectors, showcasing a strong ability to drive customer engagement and retention. Expertise in designing and optimising multi-channel campaigns (email essential; SMS, direct mail, and digital a plus). Strong understanding of segmentation, targeting, and customer journey mapping. Hands-on experience with CRM and marketing automation platforms such as HubSpot, Salesforce, Blaze, or similar. Data-driven decision maker with experience in A/B testing, performance analysis, and reporting. Proven experience managing and developing a team with a collaborative leadership style. Passion for customer experience with a keen eye for detail.