CRM Manager

CRM Manager

Nine Elms, London - Full-time (4 days a week on-site)

At Zapp, we are building the future of convenience. We don’t just deliver groceries; we deliver time. As our Manager of CRM, you will be the architect of our customer journey, ensuring that every push notification, email, and in-app message feels less like "marketing" and more like a helpful neighbour who knows exactly when you’re out of coffee.

You will support the end-to-end lifecycle strategy - from the moment a user downloads the app to the point they become a loyal Zapp power-user. You’ll blend data-driven experimentation with creative storytelling to drive retention, increase lifetime value (LTV), and reduce churn in a fast-paced, high-frequency environment.

About Zapp:

Zapp is London’s leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi-trillion dollar convenience retail market, currently dominated by major players, by developing best-in-class customer-centric technology and fulfilment solutions. Zapp partners with some of the world’s leading brands to deliver an exclusive range of hand-picked products 24/7, delivered in minutes.

Key Responsibilities:

• Strategy & Execution: Develop and scale multi-channel CRM campaigns (Push, In-app, Email, Whatsapp) that resonate with our urban, "on-demand" audience.

• Lifecycle Mapping: Build automated "Always On" journeys for onboarding, reactivation, and future loyalty tiers.

• Segmentation: Utilise our data stack to create hyper-targeted segments based on purchasing behaviour, location, and frequency.

• A/B Testing: Obsess over optimisation. You’ll constantly test subject lines, send times, creative assets, and incentive structures to find the "winning" formula.

• Cross-Functional Collaboration: Work closely with the Product team to improve in-app messaging hooks and the brand team to ensure our brand voice stays sleek, premium, and culturally relevant.

• Reporting: Track and report on key metrics like Open Rates, CTR, Conversion, and - most importantly - Retention and Order Frequency.

Requirements:

• Experienced: You have 5+ years of experience in CRM or Lifecycle Marketing, ideally within a high-growth B2C start-up (e-commerce, food delivery, or Q-commerce).

• Platform Pro: You are an expert in CRM tools like Braze, Klaviyo, MoEngage, or Iterable. You know how to build complex multi-step canvases, and understanding how to write liquid logic (or similar) is a real bonus.

• Data-Driven: You don’t just look at dashboards; you ask "why." You’re comfortable with data visualisation tools (Looker), and basic SQL is a major plus.

• Customer-Obsessed: You have a "spidey sense" for what makes a great Zapp user experience and what feels like spam.

• Agile: You thrive in a world where things move at 100mph. You can pivot a strategy on Tuesday and have it live by Wednesday.

Benefits:

• Competitive salary & equity package.

• Enjoy 25 days of holiday per year (plus all bank holidays).

• Private Health Insurance.

• Extended sick pay and maternity/paternity leave pay.

• Cycle to work scheme.

• Flexible/hybrid working arrangement.