CRM Insights & Innovation Manager

Ten Lifestyle Group

  • London
  • Permanent
  • Full-time
  • 6 days ago
Job Description:Shape the Future of Service Excellence with Ten!Driving Innovation. Building Trust. Redefining Service Excellence.Ten is on a mission to become the most trusted service business in the world. We service the most valuable customers of the world's leading private banks, premium financial services and luxury brands globally including HSBC, Bank of America, Swisscard and Royal Bank of Canada. Corporate clients use Ten's services to acquire, engage and retain affluent, high net worth customers or valued employees. The service drives critical customer metrics, including revenue growth, net promoter score, and supports digital transformation initiatives.Millions of individuals worldwide have access to Ten's services across lifestyle, travel, dining and entertainment. They rely on Ten to unlock seamless, curated experiences that enrich their lives.We're profitable, ambitious, and scaling fast. As the first B Corp listed on the London Stock Exchange, we're setting the standard for sustainable growth and technology, AI driven innovation.For more information, check out our !OverviewWe're looking for a CRM Insights & Innovation Manager who will elevate our CRM strategy through bold, insight-led thinking and a deep understanding of what drives customer engagement. This role thrives at the intersection of customer intelligence and digital/CRM innovation, and is ideal for someone with technical expertise in Braze and Tableau, paired with a forward-thinking mindset and a strong commercial perspective.Key Responsibilities:Insight-Led CRM Performance Strategy
  • Build and evolve a centralised CRM reporting framework: dashboards, scorecards, and reporting that empower the business to act
  • Identify key trends and gaps in engagement, conversion, and retention, translating data into clear, strategic opportunities
  • Develop and refine attribution models that reflect true CRM impact across multi-channel journeys
  • Enhance and maintain a single customer view, ensuring teams have access to accurate, actionable data to drive personalization
Innovation & Strategic Foresight
  • Identify and assess emerging CRM trends, tools, and technologies - from AI-led personalisation to advanced journey automation
  • Collaborate with Product, Tech, Data, Propositions, and Marketing teams to bring innovations to life, from pilot to scaled deployment
  • Build robust business cases for CRM initiatives and innovation projects to support revenue and engagement growth
Expertise in Braze and Tableau
  • Leverage the full capabilities of Braze to power behavioural automation, advanced segmentation, and dynamic content
  • Use Tableau to build clear, insightful dashboards and reports that support decision-making at all levels of the business
  • Work with Data and Tech stakeholders to ensure seamless integration and utilisation of CRM data across platforms - lead the roadmap
Testing & Continuous Improvement
  • Lead A/B and multivariate testing across CRM campaigns to drive optimisation of timing, content, segmentation, and journey structure
  • Analyse performance across programmes to surface actionable insights and ensure continuous learning
  • Lead key CRM initiatives such as consumer/member contact and suppression strategies, personalised and automated accordingly
  • Translate test outcomes into strategic recommendations that guide CRM evolution
Requirements:What You Bring
  • 4+ years of experience in CRM insight or customer analytics roles
  • Proven success in turning insight into action across complex CRM ecosystems
  • Expert in Braze and Tableau, with hands-on experience using both to drive measurable results
  • Strong analytical mindset, uncovering insights, driving decisions, and communicating impact
  • A data-oriented critical thinker and problem solver
  • Deep understanding of CRM metrics, lifecycle strategy, and marketing attribution
  • Experience working with customer data platforms (CDPs), single customer views, or data lakes a plus
  • Experience with SQL a plus
  • A proactive, collaborative approach with the ability to influence across cross-functional teams
  • Analytical and commercially minded, but also curious, creative, and eager to innovate
  • Confident communicator who can distil data into decisions and inspire action across teams
What You'll Gain
  • A chance to shape the future of data-led CRM in a business that's investing heavily in innovation
  • Access to best-in-class platforms, cutting-edge martech, and a collaborative, high-performance team
  • The opportunity to influence how we engage, retain, and grow a loyal customer base across the globe
Guidelines for Hybrid/Home Office:
  • Please note that if you live within a commutable distance of the London office you will be asked to enter into a hybrid working arrangement, with up to 60% Home Office possibility.
  • A secure home office at your confirmed address, free from background noise or other distractions.
  • You must meet our minimum internet speeds if you want to work in our hybrid model and this will be checked during the recruitment process and again when you join. We also have a great office that you can work from as an alternative.
Benefits:Our people are at the heart of the business, and we have a culture of recognition and reward - both through regular appraisals but also annual Extra Mile Awards where we celebrate those who have gone that extra mile in their role. We also encourage all our staff to incorporate their aspirations and interests into their career at Ten and we are there every step of the way in supporting development.Rewards designed around you:
  • A competitive salary depending on experience
  • Hybrid working. You can combine working from home and working from the office. If you don't live near our office then we are open to fully remote working options too.
  • Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them.
  • Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave.
  • Extra Rewards. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten.
  • Employer-contributory company pension (with a scheme that allows full decision making about what investments are made, levels of risk, ethical funds etc.)
  • Remote Working Holidays - possibilities to Travel and Work anywhere in the world!
  • Employee Discounts. Access to lots of great travel and entertainment discounts as our clients' members would!
  • Be part of our global, dynamic, and inclusive Team, with diversity at its core.
  • Genuine career opportunities within a dynamic and international company.
Commitment to DiversityWe encourage diverse philosophies, cultures, and experiences. We appreciate diversity and are dedicated to creating an inclusive work environment for our employees. This idea unites the teams at TEN. All aspects of our relationship, including the decision to hire, promote, discipline, or terminate, will be based on merit, competence, performance and business needs.“Ten works with a small preferred supplier list of recruitment agencies only. Please note we are not accepting any further recruitment agencies at this time. Ten Group is not responsible for any fees related to unsolicited resumes.”Apply before 20 September 2025 and let's build the future of CRM at Ten Group together!Please note: We may close this job advert early if we receive a high volume of strong applications, so we encourage you to apply as soon as possible.

Ten Lifestyle Group