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:

• 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.