Senior Manager, CRM

Location: Nine Elms, London | Full-time

About Zapp

Zapp is London's leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi-trillion dollar convenience retail market, by developing best-in-class customer-centric technology and fulfilment solutions. Zapp partners with some of the world's leading brands to deliver an exclusive range of hand-picked products 24/7, delivered in minutes.

The Role

This is not a traditional CRM Senior Manager role. Zapp is building CRM as a strategic function, not a campaign execution engine, and we are looking for someone who has done this before. The person we want has actively sought out this environment. They know how to sit inside commercial trade-offs, they understand that the customer is the whole point, and they hold their team to a high bar - because how you do anything, is how you do everything.

You will drive the end-to-end customer lifecycle across all segments (free and subscription). Your core remit will be turning CRM into a real driver of retention, frequency and customer value, with the opportunity to expand into personalisation and loyalty as the function grows.

Your Remit

The full CRM function
The execution of the customer lifecycle sits with you and your team. Zapp and Zapp+ segments, all Braze channels, contact policy, frequency caps, and the arbitration between segments on send priority. You set the standard, and you are accountable for the output.

Cross-functional integration
You will work closely with Zapp+ and other cross-functional leaders to make sure CRM thinking is embedded into commercial, product and Zapp+ decisions, not bolted on at the end. You are the person the rest of the business looks to when a customer question needs answering.

Measurement and commercial trade-offs
You will support initiatives that consider the trade-off between AOV, frequency and margin mix. You will be part of discussions to decide when to push volume versus protect margin, and you can defend those decisions commercially, not just creatively.

Customer insights
You own the cadence at which we understand our customers, and you make sure that insight actually changes the work. You chair the Customer Insights forum with Product and Customer Care. You bring the customer's voice into rooms where it would otherwise be missing.

Personalisation and loyalty
You will evolve as we advance our CRM function. You will design how Zapp rewards, recognises and retains its most valuable customers. You will drive the loyalty strategy end to end, and you make personalisation feel like a truly unique experience.

Core Competencies and Skills

• 8+ years of experience in CRM, lifecycle or retention roles, ideally within consumer, premium retail or high-growth D2C businesses

• Demonstrable experience of building a CRM function, not just running campaigns within one. You should be able to walk us through the structure, rituals, and measurement architecture you have set up in a previous role

• Deep hands-on Braze experience (or equivalent), with the ability to lead technical conversations even where day-to-day execution sits with your team

• Commercial fluency: you think in AOV, frequency, retention and margin as easily as you think in creative and copy

• Strong management instincts. Direct reports, plus indirect influence across Marketing, Zapp+, Product and Data

• Comfortable operating in the grey space between customer strategy and commercial trade-offs. You have a view, and you can defend it

Benefits

• Competitive salary & equity package

• Enjoy 25 days of holiday per year (plus all bank holidays)

• Private Health Insurance

• Zapp Credit for testing the Zapp service and experience

• Breakfast on Mondays

• Lunch provided 4 days of a week at HQ

• Cycle to work scheme

• More benefits to come!