About the role
<div>As a Senior CRM Manager at Blacklane, you’ll be part of the Global Blacklane CRM team, helping shape and deliver CRM strategy for the business at a global level. You’ll own a defined CRM area end-to-end, turning business priorities into clear lifecycle plans that drive retention, ride frequency, and long-term customer value across markets.<br>This is a 12-month fixed-term maternity cover contract. In this role, you’ll lead one CRM Manager, giving them clear direction, coaching, and support, while remaining hands-on in the strategic development of your area. You’ll work closely with Product, Data, Analytics, Brand, Creative, Performance Marketing, and local stakeholders to ensure CRM initiatives are strategically sound, operationally robust, and aligned with Blacklane’s broader goals.</div> <h3><strong>Your Impact and Responsibilities</strong></h3> <div>At Blacklane, we measure success by the meaningful change that each team member creates.<br>In this role, you’ll:</div> <div> <ul> <li>Own the <strong>CRM roadmap</strong> for your area, prioritising work based on business value, guest impact, and team capacity, and ensuring the most important initiatives land well.</li> <li>Lead the <strong>lifecycle strategy and orchestration</strong> for your remit, ensuring journeys work together coherently across channels and that conflicting or overlapping comms are resolved thoughtfully.</li> <li>Set and steward <strong>segmentation and contact strategy</strong> for your area, ensuring targeting is consistent, scalable, and protective of guest experience and email health.</li> <li>Drive a strong <strong>experimentation and measurement culture</strong> within your remit, shaping the testing roadmap, selecting the right methodologies, and using results to decide what to scale, refine, or stop.</li> <li>Employ <strong>CRM operational excellence</strong> across tooling and data for your area, partnering with Product, Data, Engineering, and MarTech to improve the capabilities that unlock stronger CRM outcomes.</li> <li>Own <strong>content planning</strong> for your remit, ensuring CRM storytelling supports lifecycle and commercial goals while remaining premium, coherent, and aligned with the Blacklane brand.</li> <li>Line manage and develop <strong>one CRM Manager</strong>, providing coaching, feedback, prioritisation support, and clarity on goals and ownership.</li> <li>Represent your CRM area in <strong>cross-functional forums</strong>, communicating clearly on priorities, risks, trade-offs, and performance, and helping stakeholders align around the right decisions.</li> </ul> </div> <h3><strong>Your First-Year Roadmap</strong></h3> <div>Here’s what your j