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CRM Manager - fully remote
5 months ago
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  • Domain Marketing & PR
  • Availability Full-time
  • Experience Senior Level
  • Type of contract Indeterminate term
  • Location London
  • Salary To be determined

About Us

RacketPal was born out of our founders’ need to find racket sports partners when they decided to move to London. Since we launched over a year ago, we’ve now helped 10,000+ players of any level from around the world find local partners within minutes, becoming the biggest racket sports community in the UK. 


The Role

Over the past year, despite significant challenges, we’ve experienced continuous growth which has allowed us to take our customer communication strategy to the next level. This is why we’re now looking for a commercially and strategically minded CRM Manager to join our growing team at an exciting point in our journey. As our new CRM Manager, you will identify, plan and deliver solutions that drive forward our customer communication strategy, while aligning with the overall business strategy. You will work very closely with the Founders and the Head of Product to deliver a world-class, cross-channel B2C communication strategy that can support incremental growth for our activation, engagement, loyalty, LTV and conversion metrics. Together with the CRM Executive, you will act as the voice of the customer within the company and be able to understand consumers’ needs. So if you’re a passionate, motivated, all-round CRM Manager who’s up for taking the challenge of growing one of the most exciting lifestyle apps, we’d love to hear from you. 

Key Responsibilities and Duties

  • Design and implement a customer communication strategy and own the planning and execution of all our cross-channel marketing automation plan using email, push, in-app messages – lifecycle marketing
  • End-to-end planning and execution of both automated and ad-hoc campaigns that drive significant uplift in activation, retention, loyalty, conversion, across different channels, segments and markets
  • Closely analyse and monitor campaign performance and react to deviations from plan quickly
  • Informed by existing data, create and implement a clear A/B testing and optimisation plan which helps optimising all funnel metrics and improve user experience
  • Obtain insights into customers’ usage of current products, untapped opportunities and buyer personas, through interviews, surveys, focus groups and sales data
  • Constantly analyse the competition and their positioning
  • Strong focus on building brand loyalty and reducing churn
  • Work with data, build reports and work with spreadsheets, take data-driven decisions
  • Use market research data to establish product pricing
  • Work closely with the product, design and content teams to improve overall user experience via personalised content, visuals, offering and frequency of sends
  • Line manage and help the development of a team of 1 junior CRM Executive



  • Basic knowledge of HTML, CSS
  • Experience with mobile apps and B2C marketing strategies
  • Strong analytical skills and passion for using data to improve performance (e.g. understanding experimentation, incrementality measurement, etc.)
  • Track-record of delivering cross-channel campaigns that are personalized, timely, and engaging (using email, push notifications and in-product messages)
  • Deep understanding of campaign segmentations and experienced building complex trigger based programs using users’ attributes and events.
  • Strong technical understanding of marketing technologies and eCRM platforms (WebEngage is a plus)
  • Good knowledge of email deliverability best practices
  • Be technically minded with a creative eye
  • Amazing collaborative and communication skills
  • Excellent written and verbal communication skills, including excellent copywriting skills
  • Working knowledge of analytics tools
  • Basic team management experience or a strong desire to develop management skills


  • Share options
  • Get to work in a fast-growing B2C early-stage sports-tech start-up with a small and flexible team
  • Have the opportunity to create a significant impact on our journey
  • Quarterly f2f team building
  • Remote working conditions
  • Flexible work schedule
  • Genuine career progression
  • Working with founders on the business daily
  • High degree of autonomy
  • Attractive salary

Recruitment process
  • Interview
  • Exercise + presentation
  • Offer
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