Senior Marketing Manager CRM

About The Role

We’re looking for a commercially driven Senior Marketing Manager – Retention to lead customer lifecycle marketing across our Consumer Breakdown division. This is a high-impact leadership role focused on customer engagement, retention, and growth, ensuring we maximise customer lifetime value and reduce churn across our driving services portfolio.

This is an exciting opportunity to play a key role in transforming our CRM capability, particularly as we have recently migrated to Bloomreach, and are evolving our marketing automation and personalisation strategy.

Key responsibilities

Deliver measurable improvements in customer lifetime value (CLV) and repeat purchase behaviour

Design and optimise end-to-end customer journeys across onboarding, engagement, renewal, reactivation and loyalty

Lead audience segmentation and personalised communications, partnering with our internal creative studio to deliver high-quality, insight-led content that maximises relevance and performance

Implement robust test-and-learn frameworks (A/B and multivariate testing) to continuously improve performance

Lead the use and optimisation of Bloomreach (our newly implemented platform) to deliver scalable and automated campaigns

Identify opportunities to leverage AI and advanced personalisation to enhance targeting, content and efficiency

Partner with senior stakeholders across Product, Data, Tech and Commercial teams to deliver growth initiatives

Develop clear reporting frameworks and dashboards to track performance and ROI

Ensure all communications are compliant with regulatory requirements (e.g. ASA, FCA/FSA) and brand standards

What we’re looking for

Proven experience in a senior CRM / lifecycle marketing role, with a strong focus on retention and customer engagement

Experience marketing service-based or subscription products (e.g. insurance, memberships, utilities), with a strong understanding of retention drivers - rather than purely eCommerce/product-led environments

Expertise in customer journey mapping, segmentation and personalisation

Experience working closely with creative teams or studios to develop effective, customer-centric marketing content

Strong hands-on experience with marketing automation platforms (ideally Bloomreach)

Demonstrable success in reducing churn and driving upsell/cross-sell performance

Deep understanding of email, SMS, push notification and digital engagement strategies

Strong analytical mindset with experience in campaign performance, attribution and optimisation

Excellent stakeholder management skills, with the ability to influence at senior level

As a Senior Marketing Manager at RAC, you’ll get benefits that go the extra mile

Earnings That Motivate – enjoy a competitive salary plus automatic enrolment in our ‘Owning It Together’ Colleague Share Scheme - a unique opportunity to share in RAC’s future success and be rewarded for the exceptional work you deliver

Tools to Drive Your Future – get started with a free RAC Ultimate Complete Breakdown Service from day one, plus access to a car salary sacrifice scheme (including electric vehicle options) after 12 months, delivering serious tax savings.

Time Off That Matters – enjoy 25 days annual leave, plus bank holidays. We also support work-life balance with paid family leave, flexible schedules, and practical resources to help navigate personal commitments.

Financial Security & Perks –pension scheme with up to 6.5% matched contributions alongside life assurance cover up to 4x salary (10x optional with flex benefits), designed to support you long-term.

Wellbeing That Works for You – our 24/7 confidential support service is available to you and household members aged 16+, offering reassurance whenever you need it.

Extras That Make a Difference - access Orange Savings, our exclusive discount portal with deals across top retailers, holidays, tools, tech and more. After passing probation, you’ll automatically join our Colleague Share Scheme, giving you a stake in our collective success.

Why RAC?

For more than 128 years, we’ve been keeping drivers moving, and today we’re trusted by over 15 million members. We’re also trusted by our people, with a 4.5-star Glassdoor rating showing that RAC is a place where support, ambition, and opportunity go hand in hand.

We welcome people from every background, value every voice, and back your growth every step of the way. At the RAC, you can bring your full self to work and we’ll be with you every step of the way to help you grow and develop your career.