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About the Role
Policy Expert is seeking a CRM Manager to own the build, management, and optimization of customer communications, primarily via email, using the Bloomreach platform. This role is responsible for executing and improving CRM activities to drive engagement, acquisition, retention, and commercial performance, ensuring communications are clear, accurate, and compliant.
Responsibilities
- Own and operate the Bloomreach platform, improving its usage and ensuring best practice.
- Manage CRM processes, documentation, and supplier relationships for scalable and efficient delivery.
- Manage and maintain customer data integrity and permissions (GDPR compliant).
- Develop new data and targeting opportunities through cross-functional activity.
- Build, manage, and optimize lifecycle and transactional customer communications.
- Oversee print communications and future expansion into new channels.
Requirements
- Hands-on CRM specialist with experience in building and optimizing campaigns.
- Comfortable working independently, managing technical setups, and using data for performance improvement.
- Strong experience with CRM platforms (ideally Bloomreach or similar).
- Understanding of segmentation, personalization, and testing.
- Confident working with customer data in a compliant way.
- Full accountability for platform setup, data hygiene, and campaign build quality.
- Commercially minded with a focus on improving engagement and retention.
- Ability to create clear, effective customer communications.
- At least 5 years of B2C experience in a service-led business.
Skills
- CRM platform management
- Bloomreach
- Segmentation
- Personalization
- Testing
- Data analysis
- GDPR compliance
- Campaign management
- Email marketing
Location
- London
Work Type
- Hybrid
Experience Level
- 5+ years B2C experience
Benefits
- Pension contributions matched up to 7%
- Private medical & Dental cover
- Learning budget of £1,000 a year
- Study leave
- Enhanced maternity & paternity leave
- Travel season ticket loan
- Access to London O2 events and use of a Private Lounge
- Employee Wellbeing Programme
- Prayer room in Office
About the Company
- Policy Expert is a forward-thinking business leveraging proprietary technology and smart data to offer reliable products and a wow customer experience.
- Founded in 2011, the company has achieved rapid growth, serving over 1.5 million customers in Home, Motor, and Pet insurance.
- Ranked the UK’s No.1-rated home insurer by Review Centre since 2013.
Equal Opportunity
- Policy Expert is an equal opportunity employer, recruiting based solely on an individual’s skills, knowledge, and experience.
- Committed to fostering an inclusive and supportive environment.
- Offers reasonable adjustments during the interview process.
- Ensures every candidate has an equal opportunity to succeed.