CRM Manager
About the Company:
carloans 365 is one of the leading car finance brokers in the UK based in Sale, Manchester. We specialise in finding finance for people who don't fit the mainstream, customers with bad credit, thin files, or a history that makes applying for finance unnerving.
Our unique approach shows in how people talk about us: 4k+ Trustpilot reviews and an Excellent rating. Every customer gets a dedicated account manager and our commitment is to lead with the best rate and make the experience of buying a car enjoyable and stress-free.
If you spot a small purple character called Miles around the place, that's our mascot, and his brief is to go the extra mile no matter the credit profile.
Enough about us, what’s the role?
We're a car finance broker with a customer base that renews on a predictable cycle. Too many customers reaching the end of their agreement start their next search from scratch, with someone else. That's an addressable revenue leak and closing it is this role's first job.
We need someone who owns the customer lifecycle, thinks strategically and builds/ships campaigns themselves with the goal of extending our customer lifecycle and improving our electronic communications/customer experience.
This is a newly created role with a clear, measurable commercial target from day one, and a large, mature customer database to work with.
Our email & SMS communications runs through an external agency partner on Customer.io and Twilio. While we have a process for managing electronic communications and the customer journey, we now want to deploy a data retention strategy which also involves our dialer.
Responsibilities:
Own the renewal/retention programme (first priority)
- Take end-to-end ownership of the retention cycle: from cohort definition and trigger logic, through message design and launch, to post-campaign performance reporting and the recommendations that shape the next round
- Define the trigger logic: contract month, agreement type and term, equity position, vehicle age/mileage, previous product and turn it into working segments
- Design multi-step, multi-channel journeys across email and SMS, with sensible timing, suppression and hand-off rules to the sales team
- Test and iterate: subject lines, send timing, channel mix, incentive framing, message sequencing
Build and run campaigns hands-on
- Work/collaborate directly with our agency who run campaigns within Customer.io/Twilio
- Build journeys, segments, templates and broadcasts directly
- Configure and help manage SMS delivery: sender IDs, opt-out handling, delivery monitoring, cost per message.
- Write and edit copy, or brief and quality-check it; own the final build and QA before anything ships
Data and segmentation
- Define audiences, keep the customer record clean and make sure the right attributes are flowing into the platform
- Manage suppression lists, consent status, deduplication and data hygiene.
- Improve how we capture marketable data and consent at the point of application, so the database we're working with gets better over time rather than just older
- Build and supply targeting and suppression lists to paid media: keeping existing customers out of acquisition spend and using retention cohorts as lookalike seeds.
- Spot and flag gaps in the data we'd need to make retention work better
Compliance
- Make sure every campaign meets FCA expectations (Consumer Duty, CONC, financial promotions) and gets appropriate sign-off before release
- Hold a high bar on vulnerability. Much of our customer base is near-prime or credit-impaired, so any message encouraging a customer into a new agreement has to be demonstrably in their interest, not just ours
- Own marketing consent under UK GDPR and PECR: particularly for SMS, where the rules are tighter and the reputational cost of getting it wrong is high
- Keep clear audit trails of what was sent, to whom and on what consent basis
Reporting and strategy
- Report weekly and monthly to the Head of Marketing on programme performance and pipeline contribution
- Build a reporting view that ties campaign activity to actual applications and completed deals, not just opens and clicks
- Contribute to the wider eCRM roadmap and work alongside our agency partner on visualising data
What we're looking for:
Essential
- 3-5+ years running email and SMS campaigns in a marketing automation platform
- Genuinely hands-on: you build the journey yourself
- Comfortable with data: segmentation logic, spreadsheets, understanding a customer record; SQL is a real advantage.
- Track record of retention, renewal, reactivation or lifecycle work with a commercial number attached to it
- Understands consent, opt-outs and deliverability and treats them as part of the job rather than someone else's problem.
- Can write clean, clear copy and knows what makes a message get read
Desirable
- Experience in a regulated environment: motor finance, lending, insurance, utilities or similar
- Experience working within lead generation journeys and working directly with a large sales tea
- Familiarity with SMS gateways
- Familiarity with email and communication workflows/tools
- Experience working with or managing an external agency
What success looks like
- By 30 days: you understand our data and our customer lifecycle, you are building/managing campaigns that improve our customer journey and you've mapped where the current process for data retention has gaps
- By 90 days: the retention journey is live, with a test framework in place and reporting that shows what it's generating
- By 6 months: retention is a reliable, measurable channel; you're contributing to the wider eCRM roadmap and shaping where the programme goes next.
Details:
- Base salary £40,000 - £50,000 DOE
- Working pattern: Mon-Fri: 9am - 6pm
- Location: This is a hybrid role based around our office in Sale, Manchester (2 days remote, 3 in office)
- 20 days holiday + 8 bank holidays + 1 additional day off for your birthday
Benefits:
- A senior, high-impact role with real ownership and influence
- Exceptional support and collaboration with a growing leadership team
- A fast-growing business with long-term progression opportunities
- Additional leave (Birthday off)
- Company events and regular social activities
- Employee Assistance Programme
Job Types: Full-time, Permanent
Pay: £40,000.00-£50,000.00 per year
Ability to commute/relocate:
- Sale, Greater Manchester: reliably commute or plan to relocate before starting work (required)
Experience:
- CRM management: 3 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Sale
