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.