CRM Manager


Location:- London

Closing Date:- Sunday 24th November 2019


About Findmypast

One of the leading websites for family research in the world, Findmypast has helped to transform the way people learn about their ancestors. With over 9 billion historical records, we work tirelessly to digitise the world’s archives and help people discover and share their family stories. 18 million users have registered with our products and services around the world, which include Findmypast, Genes Reunited, and the British Newspaper Archive.


We’re a British-owned company of 150 based in Shoreditch, London and Dundee, Scotland with offices in Ireland and the United States. We work in small, collaborative, cross-functional teams to solve customer and business problems. Our work combines technology and innovation with personal human stories, and we enjoy celebrating success together. There are tech demos weekly, a monthly lunch for everyone, and parties and charity activities during the year. In a continuous learning environment and a fast-moving market, there are real opportunities to gain new experiences and make a lasting mark on our product, business, and customers.


What you’ll do here:

Findmypast is looking for a CRM Manager who can maximise retention by identifying and championing opportunities for future growth. The right candidate will have a passion for defining and utilising behavioural customer segmentation and will have experience in building customer journeys that cater to specific customer life stages of segments. You will love data and will be confident analysing user and performance data from a variety of sources. You will also enjoy rolling your sleeves up when necessary, being happy to think creatively when tasked to deliver seasonal and tactical campaigns that maximise revenue.


In this role you will:

  • Work closely with the Analytics team and independently to create behavioural customer segmentation and the optimal retention reporting across the business
  • Work in collaboration with the Marketing and Product teams to deliver against company targets
  • Develop retention strategies and improve KPIs across Findmypast brands and territories
  • Own the execution of the retention strategy for Findmypast by generating and implementing plans to increase retention across channels including email, onsite, social, display, push and content
  • Manage activity to drive conversion, cross, upsell and winback initiatives across all channels
  • Manage implementation and getting the most out of our new CRM tech stack
  • Work closely with the Customer Service team to ensure an excellent customer experience
  • Report to the Head of Customer Engagement
  • Manage a CRM & Social Executive



Essential skills and experience

  • Experience, knowledge and understanding of defining and utilising behavioural customer segmentation
  • Ability to think strategically and follow through with data-driven decisions
  • Self-motivated, autonomous and confident in taking on new challenges
  • Knowledge of key email fundamentals (spam compliance, deliverability, bounces etc.)
  • Good understanding of A/B testing, website usability and conversation optimisation
  • Creative mindset with an exceptional eye for detail and quality
  • Intermediate level HTML
  • Excellent organization skills, able to prioritise competing tasks and work to tight deadlines
  • Able to manage day-to-day relationships with stakeholders to execute campaigns accurately on budget and on time
  • Strong communicator who is great at building relationships, working cross functionally and managing 3rd party suppliers
  • Highly computer literate with advanced knowledge of the Microsoft Office suite
  • Strong campaign planning skills – dynamic campaign planning, performance and reporting skills


Desirable skills and experience

  • Deep experience (ideally 4+ years) CRM experience and experience working with cloud-based tools
  • Experience with Web Analytics tools (Google Analytics)
  • Some experience of SQL
  • Experience with marketing automation tools, ideally Selligent Marketing Cloud
  • Experience of working with Agile methodologies
  • An interest in Family History/Genealogy


Personal qualities

  • Passionate about the work you do, with understanding of how it contributes to the business’ growth
  • Friendly, approachable and communicative
  • Eager to work on new and exciting projects while balancing revenue targets and BAU


We’re passionate about building a great CRM team! Please apply now.



Benefits vary by location.

We’re passionate about making FMP a great place to work and setting people up to succeed. Benefits include:

  • 26 days holidays (excluding UK bank holidays)
  • Pension contribution match
  • Flexible working
  • Health and dental cash plan
  • Season travel tickets
  • Enhanced maternity/paternity leave
  • Access to learning and training opportunities, including going to conferences around the world
  • Employee Assistance Programme and on-site Mental Health First Aiders
  • Gym membership discounts
  • Cycle to work scheme
  • Staff discounts
  • Monthly company lunches
  • Fully stocked kitchen, coffee, soft drinks, breakfast materials and fresh fruit
  • Regular Social Events such as summer parties, Christmas parties, Friday drinks and snacks
  • Subscription to Findmypast website


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.


Apply Now