Senior CRM Specialist

Driving Innovation and Trust: Ten’s Journey to Redefine Service Excellence Ten is on a mission to become the most trusted service business in the world. 🌎Technology-driven Product is at the centre of our strategy to create a hugely successful service and business. We have the advantages of already being at scale globally with a critical mass of high net worth members via stable, multi-year revenue-generating contracts. We already have a market leading consumer proposition and credibility (and many integrations) with the leading suppliers/partners across our ‘big 4’ service categories of restaurants/travel/entertainment and luxury retail. We are profitable and the first B Corp listed on the London Stock Exchange (AIM market). Due to continued growth and expansion we are looking to hire another Senior CRM Specialist into our America's team, to play a critical role in driving customer engagement, retention, and lifetime value through best-in-class CRM strategy and execution. This role owns the end-to-end delivery of CRM campaigns and automations, with a strong focus on personalisation, optimisation, and commercial impact. You will act as a subject-matter expert, partnering closely with Marketing, Product, Data, CS and Technology teams to ensure CRM activity aligns to business objectives and industry best practice.

Key Responsibilities

CRM Strategy & Planning

• Own the planning and delivery of CRM campaigns and automated journeys across email and other CRM channels.
• Translate business objectives into clear CRM strategies that drive engagement, conversion, and retention.
• Champion CRM best practice, ensuring communications are customer-first, compliant, and value-led.
• Provide strategic influence, collaborating with other teams to align email campaigns with overall marketing goals.
• Own the end-to-end strategy for email marketing, including planning, segmentation, automation, and optimisation. Campaign & Automation Execution
• Design, build, and optimise multi-step CRM journeys (e.g. onboarding, activation, engagement, reactivation).
• Lead the development of personalised, dynamic content using behavioural, transactional, and preference data.
• Ensure campaigns are delivered accurately, on time, and to a consistently high standard.
• Drive email list growth, segmentation, personalisation, and targeting strategies. Personalisation & Optimisation
• Leverage data to segment audiences intelligently and deliver relevant, timely communications.
• Develop and own testing and optimisation frameworks (A/B testing, holdout testing, performance benchmarking).
• Use insights to continuously improve performance against KPIs. Data, Insights & Performance
• Monitor and report on CRM performance, providing clear insights and recommendations to stakeholders.
• Partner with analytics teams to define success metrics and measurement frameworks.
• Use performance learnings to inform future CRM strategy and roadmap planning. Stakeholder Management & Collaboration
• Act as a trusted CRM partner to cross-functional teams, including Marketing, Product, Tech, Legal, and Customer Experience.
• Influence stakeholders with data-driven recommendations and clear communication.
• Support alignment on CRM priorities, timelines, and best practice. Governance & Best Practice
• Ensure CRM activity complies with data privacy regulations and internal governance standards.
• Contribute to the development of CRM guidelines, documentation, and ways of working.
• Stay up to date with industry trends, tools, and innovations, proactively identifying opportunities for improvement. Essential Significant experience in CRM or lifecycle marketing, ideally within a consumer, membership, or subscription-led business. Strong hands-on experience with CRM platforms (Ideally Braze or Klaviyo or similar). Proven experience delivering automated journeys and personalised campaigns at scale. Strong analytical mindset with the ability to translate data into actionable insights. Excellent stakeholder management and communication skills. Strong technical understanding of CRM platforms and data architecture, including audience segmentation, data models, automation logic, integrations, and troubleshooting delivery or data issues in partnership with technical teams. Fluent in English Desirable Experience working with large, global customer databases. Familiarity with consent management, data privacy, and compliance (e.g. GDPR). Experience collaborating with product and engineering teams on CRM-related initiatives. Background in premium, loyalty, or experience-led brands. Success Measures Improved engagement, conversion, and retention metrics across CRM channels. Consistent delivery against agreed commercial targets, including revenue contribution, conversion uplift, and customer lifetime value, through effective CRM strategy and execution. Increased effectiveness of automated journeys and personalisation. Strong stakeholder satisfaction and alignment. Demonstrable impact on customer lifetime value and business KPIs. Guidelines for Hybrid/Home Office : Located in Alphaville, Sao Paolo. Please note that you will be asked to enter into a hybrid working arrangement - at least 2x a week in the office. 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 Our people are at the heart of the business and we have a culture of recognition and reward - both through regular appraisals but also through 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 to support development. Rewards designed around you: A competitive salary package. 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 day each year to volunteer time for a good cause that is important to you. 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. Remote Working Holidays - possibilities to Travel and Work! 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 Diversity We 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. ”