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Crm And Cro Director

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Immediate Media Co

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Location:
United Kingdom , London

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Category:
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Contract Type:
Not provided

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Salary:

100000.00 GBP / Year
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Job Description:

Join our dynamic team on a fixed term contract, as the Director of CRM & CRO for an industry-leading media business driving some of the largest subscription businesses in the UK. In this role, you will be responsible for overseeing the CRM/Customer Journeys team, setting strategy, fostering innovation, and implementing industry-leading best practices to drive the end-to-end customer journey supporting subscription acquisition and retention, advertising revenues and traffic referrals through driving anonymous-to-known customers and deepening engagement. This highly collaborative role sits in a matrix organisation where you will partner with colleagues in different teams including Brand Owners and Product & Tech.

Job Responsibility:

  • Set strategy for customer next best action including Anonymous-to-Known, Conversion to Paid, Up-sell, Cross-sell, via all CRM channels across our multiple consumer brands
  • Define the end state vision for the CRM/ CRO that supports our 5 year plan, linking CRM/ CRO platforms, campaigns and marketing propositions to maximise commercial return
  • Set the standard for delivering market leading best practice and define the strategic roadmap to support our growth strategy across multiple revenue streams
  • Grow first-party data including email newsletter subscribers, prioritizing areas with commercial return
  • Set performance targets for conversion rate optimisation and email newsletter engagement and all commercial outcomes from customer touchpoints
  • Lead the team responsible for insourced subscription management maximising ROI from new market-leading SAAS platforms, including Zuora and Zephr
  • Enhance and improve the customer experience when our customers interact with our online self-managed subscription tools, and outsourced customer contact centre
  • Deliver incremental value through nurturing and cross-marketing to known audiences
  • Identify and exploit commercial opportunities to increase average revenue per customer through cross-selling and up-selling
  • Work with the technology/product team to ensure the marketing technology stack delivers desired outcomes (including personalisation, AI and machine learning) and provides a competitive advantage (focusing effort and prioritising around commercial returns)
  • Create commercially focused CRO subscription experiences driven by data, with a focus on continual improvement
  • Collaborate with the advertising team to understand commercial briefs and integrate brand partners into CRM strategies
  • Build and lead high-performing teams
  • Create a team culture of innovation and testing to constantly improve performance
  • Create and foster a customer centric culture
  • Set strategy, and delivery plan for subscription conversion targets
  • Set strategy, and delivery plan for A2K targets
  • Set strategy, and deliver a programme of continuous improvement to hit churn/ renewal targets
  • Define and implement engagement activity to hit WAU targets
  • Lead the team to deliver against RPU targets
  • Set strategy and lead the team to deliver CRM part of set CLV targets

Requirements:

  • 7+ years of experience in driving commercial returns through Lifecycle and CRM Marketing, driven by marketing analytics
  • Expert in email newsletter strategy with a proven ability to drive commercial outcomes
  • Proven track record of managing and mentoring teams, setting performance goals, and optimising budget spend
  • Familiarity with CRM platforms, particularly CDP like Twilio Segment, and CEP like Braze experience with data visualisation tools like Tableau/ Looker
  • Strong analytical skills, including proficiency in SQL and data-driven commercial decision-making
  • Understanding of the consumer lifecycle and subscription business model
  • Excellent interpersonal, communication, and presentation skills
What we offer:
  • A relaxed working environment with regular socials including a summer festival
  • Supportive well-being initiatives and benefits, talks & workshops, and Mental Health First aiders & Champions
  • 25 days holiday plus a day for your birthday. Our offices will be closed between Christmas and New Year’s which are in addition to your annual entitlement
  • Tailored training and development through both our inhouse learning platform and LinkedIn Learning
  • A progressive and transparent culture focused on your development
  • Flexible / hybrid working plus early finish Fridays
  • Cycle to work scheme
  • Enhanced Family Policies including paternity, adoption and surrogacy leave. We also provide a pregnancy loss, fertility, and carers policy
  • Competitive pension plans and Life Assurance
  • A newly renovated modern office with lots of collaborative spaces

Additional Information:

Job Posted:
May 16, 2026

Employment Type:
Fulltime
Work Type:
Hybrid work
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