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.