Senior CRM Manager

About Motorway

Motorway is the UK’s fastest-growing used car marketplace – our award winning, online-only platform connects private car sellers with over 7,500 verified dealers nationwide, who compete to offer the best price. Founded in 2017, our technology makes the process refreshingly easy, earning us an 'Excellent' Trustpilot rating with over 70,000 reviews. We're not just building a platform; we're changing how people sell cars.

Backed by leading investors like Index Ventures and ICONIQ Growth, and following a successful $190 million funding round, we're on a mission to transform the used car market.

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

Experience we are looking for:

• 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.