The Team
Our Customer Engagement & CRM team is a talented group of marketers delivering millions of post-sign-up communications via Email, SMS, and more. We focus on driving customer lifetime value, creating meaningful contact moments, and solving problems with data-driven strategies. It's a collaborative, innovative, and customer-centric environment.
What we're offering you:
The Role
As a CRM Specialist, you'll lead strategic CRM initiatives that enhance campaign performance, elevate creative output, and drive long-term value for MVF and our customers. This role blends commercial strategy, technical expertise, and creative execution - ideal for someone deeply passionate about customer engagement.
Responsibilities
What Success Looks Like
Our Customer Engagement & CRM team is a talented group of marketers delivering millions of post-sign-up communications via Email, SMS, and more. We focus on driving customer lifetime value, creating meaningful contact moments, and solving problems with data-driven strategies. It's a collaborative, innovative, and customer-centric environment.
What we're offering you:
- Flexible hours and summer hours
- Hybrid working
- Competitive holiday benefits - 25 days a year paid holiday, plus 8 bank holidays (increases 1 day a year up to 30 days)
- Closed for Christmas holidays
- Work from anywhere for 2 weeks a year
- Life Assurance and Income Protection to protect your loved ones
- Benefits allowance for health, dental, and vision coverage
- Defined Contribution Pension and Salary Sacrifice Scheme
- Be Well: Our award-winning wellbeing and mental health programme to support all MVFers and their families
- Family Forward support for our MVF parents and their mini-mes
- Free breakfast when in the office
- 2 charity days a year
The Role
As a CRM Specialist, you'll lead strategic CRM initiatives that enhance campaign performance, elevate creative output, and drive long-term value for MVF and our customers. This role blends commercial strategy, technical expertise, and creative execution - ideal for someone deeply passionate about customer engagement.
Responsibilities
- Lead and own key CRM workstreams within the Customer Engagement roadmap, with direct impact on commercial performance.
- Set high standards across content, copywriting, experimentation, and strategy.
- Manage major CRM projects from planning to delivery, with strong stakeholder collaboration.
- Use CRM tools (CDPs, automation platforms, segmentation engines) to deliver impactful campaigns.
- Contribute to cross-functional initiatives and consult on high-value market audits.
- Support continuous improvement through innovation, mentoring, and external learning.
- Optional: Line management responsibilities and involvement in CRM Academy training.
What Success Looks Like
- Commercial KPIs improve, including customer lifetime value and campaign GP.
- Strategic initiatives are delivered effectively, with high project scores (>3.3).
- You are recognised as a thought leader within CRM - internally and externally.
- CRM content, strategy, and delivery continually raise the bar across the function.
- You consistently demonstrate leadership, collaboration, and values-led impact.
MVF London, England Office
1A Shepherdess Walk, London, United Kingdom, N17QE
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