Motorway is the UK’s fastest-growing used car marketplace – our award-winning, online-only platform connects private car sellers with thousands of verified dealers nationwide, ensuring everyone gets the best deal. Founded in 2017, our technology-led approach has redefined the experience of selling a car, generating thousands of monthly car sales and helping us to grow to a team of more than 400 people across our London and Brighton offices.

About the role

Motorway is seeking a talented and experienced Senior CRM Manager to support the Head of CRM in developing and executing our CRM and lifecycle strategy. The Senior CRM Manager will be instrumental in delivering exceptional experiences to our B2C customers at every stage of their journey, reporting directly to the Head of CRM.

The ideal candidate will have a strong understanding of CRM, product, and customer experience, a proven track record of success in managing executive(s), and previous experience delivering a technology-powered customer engagement strategy. 

This is a unique opportunity to join an exceptional team in a fast-paced and rewarding environment that is transforming the used-car market.

What you’ll do:

• Assist the Head of CRM in creating and executing a strategic vision for CRM across multiple touchpoints (e.g. email, push, SMS). Ensure alignment with various teams and stakeholders.
• Define and implement a data-informed CRM strategy, leveraging data and insights for segmentation, targeting, messaging, and campaign adaptation across different segments.
• Manage and execute lifecycle journeys and marketing campaigns that deliver excellent customer interactions across multiple touchpoints, focusing on the B2C side of the business
• Identify and implement high-impact CRM initiatives to encourage sellers further down in the selling funnel and ultimately driving sales
• Work closely with internal teams to develop impactful, targeted, personalised, and brand-consistent messaging and creative.
• Analyse data and reports to identify trends and opportunities to improve customer experience and product discoverability. Report regularly on progress and results to senior leadership
• Embrace and champion a test-and-learn approach to drive engagement and increase performance across all CRM comms
• Work closely with the B2B side of the business and identify opportunities
• Stay up-to-date on the latest CRM trends and technologies
• Manage a CRM manager and help them develop and grow in the business

Requirements

• Experience in customer marketing and CRM with a track record of successfully developing and executing highly impactful CRM programmes and initiatives, preferably in a scaling consumer tech or marketplace business with millions of customers. 
• Strategic and analytical, with a focus on understanding customer behaviour and planning around data-driven insights and strategy development. Strong commercial acumen, brand appreciation and a good creative eye.
• High attention to detail and comfortable managing multiple priorities, with the ability to adapt priorities quickly in response to in-market changes
• Experience collaborating with product and engineering teams

• Analytical mindset with the ability to articulate the quantitative and qualitative impact of our efforts. 
• Being very comfortable to roll up your sleeves and be hands-on in the role

• Deep understanding of CRM tools (ideally Braze) and how to execute multi-channel lifecycle journeys 
• Strong verbal and written communication skills, capable of building trust and influence with peers and stakeholders, and effectively advocating CRM’s vision and strategy.

Benefits

• A competitive salary
• Stock options
• Annual learning budget - with your learning budget, you can pay for learning experiences to support your progression.
• BUPA health insurance
• Discounted dental through BUPA
• Discounted gym membership through BUPA
• OnHand volunteering membership and one paid volunteering day per year
• Hybrid working from home (approximately 1-2 days in the office a week)
• Pension scheme
• Motorway car leasing scheme - lease a zero-emissions electric vehicle at a significant discount
• Enhanced parental leave - We offer enhanced maternity pay (26 weeks of full pay) and enhanced paternity pay (4 weeks of full pay) to eligible employees.
• Regular social events
• Cycle to work scheme

We are committed to equality of opportunity for all employees. We work to provide a supportive and inclusive environment where people can maximise their full potential. We believe our workforce should reflect a variety of backgrounds, talents, perspectives and experiences. Our strong commitment to a culture of inclusion is evident through our constant focus on recruiting, developing and advancing individuals based on their skills and talents.

We welcome applications from all individuals regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.

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