Salesforce CRM Manager

Salesforce CRM Manager
Permanent, Full-time (37.5 hours, Monday to Friday)
Hybrid working with 3 days in the office, 2 days working from home
Department: Marketing
Reporting to: Head of Digital Marketing

About the role
This is a pivotal opportunity for a Salesforce CRM Manager to lead and optimise how we connect with our customers across the full customer lifecycle. You’ll be responsible for shaping and executing a strategic CRM roadmap, using Salesforce Marketing Cloud to unlock automation and drive engagement. Your focus will be to deliver exceptional outcomes across lead generation, nurture and retention. This role is focused on bringing insight, curiosity and empathy to every interaction, to build personalised experiences that feel purposeful and empowering.

Key Responsibilities

• Own and evolve MAB’s Salesforce CRM strategy to drive customer acquisition, engagement and lifetime value
• Manage and optimise Salesforce Marketing Cloud, leveraging Journey Builder, Email Studio and audience segmentation tools
• Translate business goals and user behaviours into compelling and data-informed lifecycle journeys
• Champion the use of CRM analytics and reporting to monitor KPIs and continuously improve performance
• Work closely with the CRM Manager to shape campaigns that effectively drive the same outcomes across platforms
• Drive CRM excellence by identifying opportunities for automation, personalisation and platform scalability
• Ensure CRM activity is fully compliant with GDPR, marketing permissions and brand standards
• Designing structured test plans and executing A/B testing to optimise conversion rate

About You

• Proven CRM campaign management experience
• Salesforce Marketing Cloud experience and knowledge
• Solid understanding of customer journeys, lifecycle marketing and personalisation at scale
• You have a customer focused mindset, putting the customer at the heart of every campaign and decision
• You are data-driven, combining insights and meaningful data to craft messaging that resonates
• Strategic thinker who understands the "why" behind user behaviours and engagement patterns
• Strong stakeholder management and communication skills
• Commercially minded, with a focus on delivering meaningful outcomes for both customers and the business
• Passionate about continuous improvement, to deliver real “wow” moments

Everyone is Welcome
At MAB we value different experiences and perspectives which adds diversity and value to our culture. As an equal opportunities employer, we are committed to creating an environment where everyone feels welcomed, included and heard for who they are. We aspire to have a diverse and inclusive workplace and strongly encourage applicants from a wide range of backgrounds to apply and join us.
We are committed to reducing barriers in every stage of our recruitment process so everyone feels they can bring their best self when applying for new opportunities at MAB. If you’d like to hear how we can support you by adjusting our process, from application to interview and onboarding, please contact careers@mab.org.uk.

ESG Responsibilities
Our ‘DNA’ Values are at the heart of everything we do. They underpin our culture and influence the decisions we make and the actions we take every day. By living and breathing our ‘DNA’, we meet our financial and regulatory responsibilities, as well as our commitment to our Environmental, Social and Governance (ESG) strategy.

In line with this you commit to:

• Be Awesome: take pride in who you are and feel safe to show it, encouraging others to do the same.
• Break the Mould: think differently and shake things up, looking for opportunities to change and improve things for the benefit of our people and the communities around us, our business and our planet.
• Share the Love: look out for your colleagues and unite as a team.
• See Things Through: do what you say you will, checking in along the way, to make sure you’re on the right track. You will ensure that your team knows and understands the regulations and ESG priorities that are relevant to them, so there is a clear expectation of what’s required of them in their role.
• Use Your Voice: talk openly and listen, so we’re all in the know.
• Deliver Wow: you know who your customer is and make sure you achieve the right outcomes for them – using your expertise to achieve brilliance, often going the extra mile to do so. You set high standards for the quality of your own work and have conversations with your teammates and colleagues to ensure that the same high standards are met, always acting with integrity, due skill, care and diligence.

Across our business, regardless of whether you deal with customers directly or indirectly, we all play a part in the customer journey, and as such you have a duty of care to fully understand and embrace our commitments to Consumer Duty.