CRM Manager

An exciting opportunity has arisen for a a proactive and strategic CRM Manager to join the Communications team at The Birley Clubs based in Berkeley Square House, London.The Birley Clubs operate some of the world’s most iconic private members’ clubs; Annabel’s, Mark’s Club, George, Harry’s Bar and Bath & Racquets Club. The Birley Clubs have created a paradise of sophistication, unparalleled quality, and service in the heart of Mayfair.The CRM Manager will lead our member engagement, lifecycle, and retention strategies. This role will collaborate cross-functionally to deliver exceptional member experiences by driving segmentation, personalised communications, and data-informed lifecycle initiatives. Reporting to the Head of CRM & Member Experience, the CRM Manager will play a pivotal role in optimising every stage of the member journey.Key Responsibilities: Lead the execution of the Birley member lifecycle in partnership with clubs and membership teams to enhance member experienceDefine and implement manual and automated lifecycle triggers to deliver personalised nudges, rewards, and content at key momentsDevelop and manage a multi-channel, segmented audience strategy informed by member behaviour and preferencesCollaborate with Marketing and Events teams to ensure communications align with club offerings and moments that matterChampion a culture of test-and-learn across CRM activities (e.g., A/B testing subject lines, timing, messaging formats)Translate analyst-built segmentation models into actionable CRM strategiesSafeguard the consistency and quality of member communications across all channels and teams (1:many and 1:1)Identify and proactively engage at-risk members using data and behavioural indicatorsDesign and deliver loyalty initiatives and “surprise and delight” moments that drive long-term engagement and valueSkills & Experience 4+ years of experience in CRM, lifecycle marketing, or customer engagement rolesDeep experience using Salesforce Marketing Cloud to build and optimise journeys and campaignProven track record of delivering effective CRM strategies and personalised communication at scaleStrong collaboration skills with experience working cross-functionally across Marketing, Membership, and Data teamsStrategic mindset with a hands-on, data-driven approach to execution and optimisationFamiliarity with segmentation models, campaign performance analytics, and lifecycle KPIsWe offer our employees:Increased remuneration as you develop and progress in your roleStaff discountsEmployee eventsAccess to pension schemeAccess to our Cycle to Work schemeDiscounted rate at Fitness First and V Health ClubWagestream – a financial wellbeing benefit that provides you access to your pay as you earnThis role is based in our office and requires your presence Monday through Friday.If you want to be part of the most exciting private members’ clubs in London, we would love to hear from you!

Created: 2025-07-24