CRM Manager

Full-time CX Start ASAP


Location: Central London


TIPi Group is an award-winning specialist network built on performance and profitability (Pi). With an ambition of shaping the future together, we house teams of professionals into different areas of expertise but always operate with shared values at our core. We work towards one common goal and purpose.

Our aim is to transform the fortunes of those we work with. We are continually seizing opportunities and pioneering the way, collaboratively. As one tribe. With the aim of building a strong network of like-minded people, we have created an environment in which individuals are encouraged to fulfil their true potential.

It’s important to us that we work with individuals and clients who embody these principles. The people who we work with are energetic and ambitious, with a shared entrepreneurial spirit. We’re incredibly proud of the company culture we have built here at the entire Group; a culture that has been recognised for many awards, including being named one of UK’s Top 100 Small Companies to Work for a mighty 4 years in a row, and 2019 Digital Agency of the Year by The Drum Agency Business Awards. We’ve been fortunate enough to create this working environment by being passionate about putting our people at the heart of everything we do, whilst working collaboratively, to craft our culture together.

Each agency within TIPi Group operates with the same values at their core: collaboration and authenticity, driven by restless minds and a clear purpose. Each agency is expected to succeed in its own right but as each agency is also designed to be complementary to each other, we expect the network to become greater than a sum of all its parts. We firmly believe in the organic growth of this network so that we can all build something unique and innovative together. We are now looking for talented individuals to help us achieve this vision.

The Role

As CRM Manager you will be accountable for all day-to-day operational delivery, optimisation & reporting of campaigns for ROAST’s new CRM clients. Working alongside clients’ in-house teams you will be responsible for developing innovative newsletter, lifecycle and behavioural campaigns and programs in line with client roadmaps and strategic priorities.

Reporting into the Customer Experience Director, and with future scope to build out a team as the department scales, you will be laser focused on creating, maintaining and optimising customer journeys alongside tech & content teams. This includes journey design, preparing campaign briefs, audience segmentation, email build, visual campaign orchestration, a/b testing and reporting.

Our ideal candidate will have a proven track record in CRM and email marketing, with a strong understanding of utilising CRM platforms to drive automation and scalability. You’ll be enthusiastic about creating campaigns that are meaningful to customers, deploying the right message on the right channels at the right time, that have a positive business impact for our clients.

You’ll be a passionate CRM marketer with equal strengths in both creative and technical aspects of CRM, who puts the customer at the centre of everything they do. You’ll be the kind of person who takes great pride in monitoring and improving metrics, continually taking a data-driven approach to finding new ways to engage, retain and monetize our clients’ customers.

Additional responsibilities will include working alongside the Customer Experience Director to upskill in customer experience principles, participating and collaborating in CX mapping workshops and other exciting projects.

CX & CRM is a new function within the agency and as such is on a very exciting trajectory to scale & grow – so we’re looking for someone driven and hungry ready to join a fast-paced team to help it realise it’s ambitious vision!

Key responsibilities

  • Own operational delivery, optimisation & reporting of all CRM campaigns for ROAST’s CRM clients within their ESPs/CRMs
  • Collaborate with wider client and agency teams to create & deploy impactful newsletter, lifecycle and behavioural campaigns and programs that deliver ROI
  • Regularly report on all campaigns to clients & manage changes where necessary, to effectively manage campaigns sent vs client targets
  • Drive innovative ideas and solutions in response to client business and customer needs
  • Focus on planning, execution, measurement & analysis in equal measure
  • Provide regular communication with clients and other stakeholders to ensure projects & deadlines are managed efficiently
  • Participate in any new business or pitch calls as required
  • Help develop internal and client-facing communications as the department grows
  • Work alongside other channels teams in ROAST to collaborate on and deliver full service marketing strategy for clients

Key skills you hold

  • 3+ years experience in CRM, with a minimum 1-2 years in building newsletters, lifecycle and/or behavioural email campaigns in ESPs/CRMs
  • Strategic experience including designing communication strategies, journey mapping, program design and writing campaign briefs
  • A passion for delivering personalised, relevant and engaging campaigns leveraging customer data and marketing automation technology
  • Solid understanding of and practical experience in A/B testing
  • Good understanding of channel and customer KPIs
  • Numerate with solid commercial and reporting skills, with a focus on delivering insights that will impact channel performance and drive business decisions
  • Strong communication skills including advanced English language
  • Excellent project, stakeholder and time management and prioritisation skills
  • Proficiency in MS Excel, Word, Powerpoint, Google Analytics
  • Proactive team player with problem-solving mindset
  • Proven ability to develop and maintain strong relationships with internal and external stakeholders
  • Curiosity about CRM & CX, and ‘what’s next’ and ‘how can we do better’?


Location: hybrid working both from home and our buzzing office in Soho

Holidays: 25 days, increasing with length of service, plus Christmas Eve and New Year’s Eve off; plus an additional 10 days ‘work from anywhere in the world’


  • Employee Assistance Programme
  • Discounted wellbeing classes / membership
  • Active company social life organised by a staff committee
  • Team sports such as softball, netball, bowling
  • Winter and summer parties
  • Events supporting a nominated charity each year
  • Opportunity for involvement in CSR initiatives

Personal Development:

  • Bi-Annual appraisals
  • Company mentor scheme


  • Supplier sessions (e.g. Google)
  • Industry bodies (e.g. IAB)
  • External trainers
  • Opportunities to learn about other digital disciplines

We are an equal opportunities employer.  

Please note that we will only accept applications from candidates who are legally entitled to work in the United Kingdom.


To apply, email us your CV and cover letter at or fill out the form below: