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.

Essential

• Significant experience in CRM or lifecycle marketing, ideally within a consumer, membership, or subscription‑led business.
• Strong hands‑on experience with CRM platforms (Ideally Braze or Klaviyo or similar).
• Proven experience delivering automated journeys and personalised campaigns at scale.
• Strong analytical mindset with the ability to translate data into actionable insights.
• Excellent stakeholder management and communication skills.
• Strong technical understanding of CRM platforms and data architecture, including audience segmentation, data models, automation logic, integrations, and troubleshooting delivery or data issues in partnership with technical teams.
• Fluent in English

Desirable

• Experience working with large, global customer databases.
• Familiarity with consent management, data privacy, and compliance (e.g. GDPR).
• Experience collaborating with product and engineering