CRM Lead

We are looking for a commercially minded CRM leader who thrives in delivering results in a fast paced environment. This role will suit someone who is an all-rounder who has worked in a small to medium sized company and managed CRM end-to-end

You will be responsible for overseeing our CRM functions and building the business’s overall consumer and customer management capability to provide high level of service and excellent experience and data capture across all key touchpoints across the business.

You will have experience of maximising customer and consumer acquisition and retention to enable the business to achieve its base targets and ultimately its financial goals. You will be responsible for formulating CRM strategies and programs/campaigns and ensure that they stay aligned with the business’s overall objectives.

You will be tasked with structuring those strategies and campaigns against allocated budgets and playing a leading role in the CRM departmental budgetary allocations.

You will also be responsible for managing our talented CRM Executive.


Your role is to:

·       Establish a world class CRM system to improve both recommendation and retention for B2B and B2C

·       Strong analytical skills and technical knowledge of data management, together with creative flair to deliver communications which drive loyalty to the business

·       Deliver CRM programmes and campaigns, including segmentation of consumer groups and multi-variate testing of campaigns

  • Lead the data collection on customer and consumer insights with the purpose of ensuring that there is a consistency in data-driven decision making and strategy formulation within the CRM team, campaigns and programs.
  • Use customer insight and business data to create triggers in customer lifecycles to drive up engagement/usage/accept rate
  • determine the scope of support necessary from other departments such as Product and IT in order to support CRM programs and follow up on establishing those relationships.

·       Develop Loyalty programs – working with all stakeholders to help deliver a loyalty/incentive scheme to grow subscriber numbers

·       Redefine the customer journey by removing friction to improve our net promoter scores

·       Increase click-through conversion rates from email campaigns

·       Develop functional KPIs to track the performance of growth initiatives and CRM campaigns over time.

·       Work collaboratively with the product team and IT teams to get to the best answers, quickly.

·       Work alongside the marketing team to better use data to reduce our acquisition costs Embed CRM in the overall business communicating its value to all teams in delivering overall business targets


Desired experience:

·       Strong CRM and Loyalty experience from digital, e-commerce, SaaS/subscription companies.

·       Significant experience 5 years+ in designing and developing CRM plans and campaigns

·       Experience measuring, monitoring and tracking KPI’s for CRM performance

  • Developed customer retention and customer loyalty with a proven ROI.
  • Understanding of payment/transactional triggers - including the system notifications and payment communications required

  • Core skills:
    • Proficient in Microsoft Office Suite, specifically Excel and PowerPoint
    • Technical aptitude and ability to learn software programs e.g. Looker

Experience working with and being able to get stuck into CRM tools straight away - Sailthru a plus!

How we’ll take care of you... 


Share options: We want our whole team to share in our success, you’ll be a key part of the business helping our growth, so you’ll be allocated valuable options in Unbiased

Brilliant Pension Contributions: We go above and beyond when it comes to helping you to save for your future

Investment in your Development: Alongside in-house training, you’ll be allocated £1,000 a year to invest in your career development 

Investment in your Wellbeing: Your wellbeing is a top priority for us, and you’ll be able to benefit from fully paid subscription to Calm, our favourite Wellbeing App 

Social Events: We’re a social bunch (lockdown’s permitting…) so you can expect plenty of activities based in and around our vibrant office in the heart of Farringdon


The Usual Benefits 


Holiday: you’ll be allocated plenty of holiday to ensure that you have enough time to recharge, work-life balance is super important to us here 

Flexible working: we’ll work with you to find the balance of office-based work and remote working 

Cycle to work scheme 

Season ticket loan 

Life insurance 


Equal Opportunity  

The best ideas are often the least expected and require new ways of thinking; that’s why our teams at Unbiased are made up of broad range of talented people. We are proud to be an equal opportunity employer. We do not discriminate based on race, ethnicity, colour, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran status, genetic information, marital status or any other legally protected status


Data Privacy 

Personal information about unsuccessful candidates will be held for 12 months after the recruitment exercise has been completed, it will then be destroyed or deleted. We retain de-personalised statistical information about applicants to help inform our recruitment activities, but no individuals are identifiable from that data. 

Once a person has taken up employment with Unbiased, we will compile a file relating to their employment. The information contained in this will be kept secure and will only be used for purposes directly relevant to that person’s employment. Once their employment with Unbiased has ended, we will retain the file in accordance with the requirements of our retention schedule and then delete it. 



As much as we appreciate the help, we’re using our own direct sourcing methods or we’re working with one of our carefully selected Agency Partners on this vacancy. To find out a little more about how we partner with agencies please email FAO our Talent Manager, speculative phone calls will not be taken by our team neither will CV submissions without Unbiased or the candidates expressed consent.

Or, know someone who would be a perfect fit? Let them know!


32-38 Saffron Hill
EC1N 8FH London Directions View page

What makes us different?

Want some insight into how we work as a team? Here are our culture behaviours that are at the core of everything we do:

Be relentless about progress

To be the best at what we do, we push things forward with tenacity. 

There will always be blockers, we always find ways around them. 

Enjoy the journey

We celebrate successes and give kudos to our colleagues for a job well done, no matter how small.

Share and seek input

Our most valuable asset is our people. We embrace challenge and different opinions and are more interested in learning than being right. 

Risk failure to achieve success 

We iterate often, fail quickly, learn and go again. But this doesn't mean we sacrifice the quality of our work. We aim for excellence in everything we do but we also acknowledge that sometimes we need to say: for now, it is good enough. 

Own it and get it done

We don't point blame or find excuses. We are accountable and take responsibility for our mistakes and when we don't deliver. We totally own our failures and learn from them. 

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