Job Description

The Team

Our Customer Engagement & CRM team is a talented group of marketers delivering millions of post-sign-up communications via Email, SMS, and more. We focus on driving customer lifetime value, creating meaningful contact moments, and solving problems with data-driven strategies. It's a collaborative, innovative, and customer-centric environment.

What we're offering you:

Flexible hours and summer hours Hybrid working Competitive holiday benefits - 25 days a year paid holiday, plus 8 bank holidays (increases 1 day a year up to 30 days) Closed for Christmas holidays Work from anywhere for 2 weeks a year Life Assurance and Income Protection to protect your loved ones Benefits allowance for health, dental, and vision coverage Defined Contribution Pension and Salary Sacrifice Scheme Be Well: Our award-winning wellbeing and mental health programme to support all MVFers and their families Family Forward support for our MVF parents and their mini-mes Free breakfast when in the office 2 charity days a year

The Role

As a CRM Specialist, you'll lead strategic CRM initiatives that enhance campaign performance, elevate creative output, and drive long-term value for MVF and our customers. This role blends commercial strategy, technical expertise, and creative execution - ideal for someone deeply passionate about customer engagement.

Responsibilities

Lead and own key CRM workstreams within the Customer Engagement roadmap, with direct impact on commercial performance. Set high standards across content, copywriting, experimentation, and strategy. Manage major CRM projects from planning to delivery, with strong stakeholder collaboration. Use CRM tools (CDPs, automation platforms, segmentation engines) to deliver impactful campaigns. Contribute to cross-functional initiatives and consult on high-value market audits. Support continuous improvement through innovation, mentoring, and external learning. Optional: Line management responsibilities and involvement in CRM Academy training.

What Success Looks Like

Commercial KPIs improve, including customer lifetime value and campaign GP. Strategic initiatives are delivered effectively, with high project scores (>3.3). You are recognised as a thought leader within CRM - internally and externally. CRM content, strategy, and delivery continually raise the bar across the function. * You consistently demonstrate leadership, collaboration, and values-led impact.