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Senior CRM Manager

We’re on the look out for an experienced Senior CRM Manager, with a strategic, data-driven mindset wanting to make a real difference to the work we produce for our incredible clients. If you love all things CRM and hospitality, have an eye for detail and data, this job is for you. 

Key Responsibilities

  • Data Analysis – analysing customer data from multiple sources to understand customer recency, frequency, lifetime value, demographics, psychographics and draw out key, actionable insights.
  • Strategy Creation – using insight to create lifecycle, CRM and loyalty strategies focussed on acquisition, engagement, conversion, value enhancement and retention of key customer segments in order to increase customer lifetime value.
  • Customer Segmentation: Identifying and creating key customer segments using a combination of data points to ensure the right messaging is reaching the right audience. 
  • Automation: Map out clear multi-channel automation opportunities based on data insight and the long-term CRM strategy
  • Monthly & Quarterly Reporting: ensuring CRM strategies are being implemented in line with the objectives, KPIs and action plan
  • Client Relationships: working closely with our CRM executives to make sure our clients are happy is our top priority

Desired Experience, Skills & Behaviours

  • Prior experience in a CRM management role, and a proven track record in delivering CRM strategy
  • Strong experience using CRM platforms: our clients mainly use Acteol, Connect, Bloomreach, Airship, Drip, Klaviyo, HubSpot so experience with these platforms is preferred.  
  • Passionate about hospitality: we’re fortunate to have some amazing hospitality clients, we want you to live and breathe hospitality like we do!
  • Data-driven: Confident with data, manipulating data and finding insight in the numbers and reports is a must.
  • Innovative: When it comes to CRM, we use data to make decisions. We’re constantly looking for ways to action the intelligence we surface to help our clients turn insight into revenue.
  • Eye for detail: we deliver the highest quality work for our clients.
  • Collaborative thinking: working with members of the CRM team as well as teams in the agency to ensure our CRM & Loyalty activity is continuously optimised 
  • Organised & adaptable: we work with a range of clients from a range of fast-paced industries, you’ll be used to juggling multiple projects at once.
  • Constantly striving for success: the CRM function of the agency is entering it’s second year and we’ve already seen some phenomenal growth. We want to continue to grow the team and our services.


  • Hybrid working model (most come in 1-2x per week)
  • Genuinely flexible working hours
  • Freedom to move around and work from any FORA in London (check out available locations at
  • 20 days paid holiday plus bank holidays and Christmas to New Year studio shutdown
  • Birthday as an extra day off
  • Dog friendly office spaces
  • Free access to gyms across the FORA estate
  • Annual bonus opportunity
  • Pension scheme
  • Regular team socials
  • Dreamcatcher raffle entry (the chance to make a dream come true!)
  • Remote working will be considered