Virgin Active are committed to changing people's lives for the better through wellness. Our team are dedicated to delivering a unique leisure and relaxation experience throughout all our clubs. All our team members pride themselves on incorporating Virgin Active values and ensuring the highest Brand Standards into their work, so our members can experience the finest facilities and service. We take value in recruiting the very best team members who work behind the scenes to support our clubs in delivering a world class member experience. We are looking for a UK CRM Manager to join our Marketing & Customer Value Team.
The UK CRM Manager is responsible for driving member engagement, satisfaction, and loyalty through personalised communication strategies that enhance retention and lifetime value. Co-developing the necessary data and technology infrastructure to support these initiatives. Managing the communication calendar, balancing stakeholder priorities and ensuring timely execution. Overseeing and reporting on member engagement campaigns across CRM channels (email, messaging, push notifications) to achieve KPIs.
The Role
Supporting and executing a comprehensive member engagement strategy that aligns with VAUK’s overall business goals. Analysing customer data to gain insights into behaviour and preferences, using them to shape targeted marketing campaigns. Briefing the design studio to execute campaigns based on business objectives and member insights, ensuring timely delivery. Defining audience segments and managing the implementation, tracking, and optimization of outbound marketing campaigns. Ensuring marketing materials are accurate, providing in sign-off when needed, and maintaining brand consistency across campaigns and communication channels. Managing service emails to members, updating them on club events, refurbishments, closures, and membership pricing or contract changes... Driving the implementation of new CRM systems, tools, and processes to meet business needs. Providing weekly campaign reports to assess CRM success and recommend improvements. Staying informed on best practices and case studies to improve delivery rates, open rates, and ROI.Experience
Minimum of 4-5 years of experience in CRM and marketing automation, with a proven track record of success in developing and implementing related strategies. In-depth understanding and hands-on experience with CRM platforms such as Braze or Microsoft Dynamix. Strong technical knowledge of data analysis, segmentation, and reporting tools. Excellent copywriting skills including ability to adapt writing for different situations and in accordance with Virgin Active’s brand tone of voice. Knowledge and certifications in marketing automation tools, lead generation and nurturing, customer journey mapping, and customer engagement strategies. Project management skills and delivering campaigns with competing deadlines. Excellent presentation skills, with the ability to effectively communicate information to both technical and non-technical stakeholders. Strong leadership skills, with the ability to collaborate with cross-functional teams and drive projects to successful completion.Our Perks
25 days (excluding bank holidays) annual leave, plus a Celebration Day – and we want you take them Access to The Peoples Pension, with our contributions at 3%. Complimentary Virgin Active membership for you and a buddy. You can also get free membership for your children too, ability to take advantage of our Club V. Private Dental and Healthcare Insurance – your physical health is important, and we want you to have the access to healthcare should you require it. Life Assurance 4x your salary – which we hope you will not need. We want you to love Virgin Active like we do, so you get discounts across Virgin active – everything from guest passes to 50% off PT sessions. You will join Virgin Family - where not only can you communicate with your colleagues across Virgin Group, but also many discounts (including Virgin Atlantic, Virgin Holidays and Virgin Media/O2) Maintaining a healthy diet while at work can be hard, so we offer all our team members 20% off food and drink at our KAUAI branches located in clubs. Managing finances can be difficult, so we offer access to Salary Finance. They can support you with loans and savings plans, as well as help you become a personal finance expert. Mental health is a cornerstone of wellbeing. Our BUPA employer assistance programme is there when you need a helping hand with 4 free counselling sessions. We know finding a new home to rent can be stressful. We partner with Dexters who offer complimentary corporate letting services – meaning no tenant charges. Access to ePoints, offering loads of online discounts to retailers. Always wanted to take that yoga course? Well VA offer discount on all their Academy courses, trained by the very best instructors.