Job Title: CRM Lead
Job Location: Sunbury/Milton Keynes & home based (60/40)
They will need to travel between both locations so for example their week could look like; Mon/Fri work from home, Tues/Thurs Milton Keynes office, weds Sunbury. If they would like to do more office days, they’re very welcome. It’s important to go to MK where the rest of the UK business is and also have presence in Sunbury where the global team is based.
Contract Length: 12 months
Industry: Oil and Energy
Working Hours: 8 per day / 40 per week
Let me tell you about the role
As a CRM Manager for UK you will have the opportunity to lead CRM strategy in one of bp’s most diverse and commercially critical markets. You’ll shape how we engage millions of customers across the country, leveraging strategic partnerships with iconic brands like M&S, Uber + Avios. You’ll be the strategic bridge between global CRM foundations and local market execution. Working closely with UK brand teams and the CRM campaign operations team, you’ll co-create and coordinate innovative, data-driven campaigns across email, SMS, and push channels. Your focus will be on hyper-personalised customer journeys that respond to real-time signals and deliver relevance at every touchpoint. This role demands a commercially minded leader who understands how CRM drives customer lifetime value (CLV) and retention. You’ll be fluent in Salesforce Marketing Cloud (SFMC) and comfortable navigating complex data to uncover insights that encourage high-value behaviours.
Above all, you’ll champion a culture of strategic thinking, experimentation, and customer obsession—ensuring CRM becomes a growth engine for both the business and the customer.
What you will deliver
- Lead the definition and execution of the UK CRM strategy for Mobility & Convenience (M&C), translating global frameworks into locally relevant communications and promotions leveraging our partnerships with well known brands such as Uber, Avios & M&S.
- Partner with UK brand teams and the CRM campaign operations hub to design and deliver campaigns across email, SMS, push, and app, aligned with customer experience strategy and commercial objectives.
- Collaborate with local marketing teams to support partnership-led campaigns (outside always on lifecycle campaigns) by identifying the right CRM approach and determining how customer data can be leveraged to drive targeted engagement, ensuring campaigns are both brand-relevant and commercially impactful.
- Adapt and manage automated, hyper-personalized, globally defined lifecycle programs that increase customer lifetime value (CLV), retention, and profitability.
- Work with the global CRM NoE to define and develop the personalization strategy and roadmap for UK brands markets, leveraging data signals to craft relevant, timely customer journeys.
- Establish robust CRM reporting and analytics frameworks focused on actionable insights, continuous optimization, and clear visibility of performance across lifecycle stages.
- Deliver against M&C Marketing NoE KPIs: maximize MROI, strengthen retention, improve brand health, grow customer volume, and enhance CLV.
- Own budget planning and management for CRM initiatives, ensuring financial discipline and timely delivery.
What you will need to be successful
- Strong commercial acumen and strategic thinking, with the ability to translate global CRM strategy into locally relevant touchpoints that drive measurable business impact.
- Over 7 years’ experience in CRM strategy development and execution, ideally within a multinational matrix organisation supporting the UK market.
- Proven ability to lead the development and optimisation of customer lifecycle, behavioural, and automated campaigns, with a deep understanding of personalisation techniques.
- Hands-on expertise with CRM and marketing technologies—particularly Salesforce Marketing Cloud (SFMC)—including campaign automation, journey building, segmentation, and performance tracking.
- Technically minded, with experience partnering with data teams to define data models that enable scalable personalisation and automation, ideally using predictive or AI-driven segmentation.
- Strong analytical skills, with the ability to interpret data and apply insights to optimise customer engagement and campaign performance.
- Experience in implementing and scaling new MarTech platforms, including developing effective processes and workflows across teams.
- Demonstrated success in designing and executing campaigns that meet key performance metrics (e.g. open rates, click-through rates, conversions, and sales) across multiple channels.
- Proven ability to craft and deploy test-and-learn frameworks, loyalty measurement structures, and investment optimisation strategies.
- Excellent project management skills, with a customer-obsessed, value-driven mindset that balances strategic goals with delivery excellence.
- Experience working with offshore teams—particularly in India—to coordinate campaign delivery, optimise workflows, and foster collaboration.
- Strong leadership and stakeholder management skills, with a track record of driving alignment across cross-functional and geographically diverse teams
Skills & Competencies
- Digital Marketing, focusing on omni channel journey development
- Customer Data Knowledge with exposure to predictive customer modelling
- Channel Management
- Generating Deal Flow
- Measurement and Metrics
- A/B Testing
- Business Performance
You will work with
- Your role sits in the M&C Marketing Network of Excellence (NoE), which is made up of a diverse and talented team of marketers and strategists, working together as a global centre of expertise.
- The NoE collaborates across markets to set strategic direction and standardise leading-edge approaches for the M&C business, working closely with priority local markets to co-create key deliverables and plans.
- You will collaborate with local market teams and the Hub to ensure execution of CRM campaigns that are impactful and consistent globally, whilst meeting local needs.
- You will also partner with Technology, Salesforce product management, the Intelligence & Insights NoE and Hub to define the technology and data requirements needed to execute the CRM strategies effectively, ensuring seamless alignment of related strategies and technologies across digital platforms, including loyalty management systems, mobile apps and customer data platforms.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.
