Job role: CRM Manager Location: Four days per week at either our London or Luton office, with one day per week at home (regular travel to other office as needed). Salary: From £45,000 per annum, plus benefits Hours: Monday to Friday 9am-5pm (35 hours per week) Who are we? FirstPort is the UK’s leading property management company, caring for our customers’ homes across England, Wales and Scotland. With over four decades of experience and over 3,100 employees, FirstPort works with developers, investors, freeholders and over 1,600 Resident Management Companies. FirstPort is a member of The Property Institute (TPI) (formerly ARMA & IRPM), the Association of Retirement Housing Managers (ARHM), and Property Managers Association Scotland (PMAS). As well as holding a Five Star Rating from the British Safety Council, FirstPort is an accredited Safe Agent and belongs to The Property Ombudsman. Main Responsibilities Oversee the use and optimisation of FirstPort CRM system, Creatio, to deliver targeted communications aligned with KPIs. Ensure data selection and segmentation enhance campaign success. Advocate for customers by ensuring communications are clear, personalised, and aligned with the customer experience and digital-first strategy. Lead the transition from traditional to digital communication channels, ensuring a seamless experience for all customers. Work with departments to communicate the benefits of this shift and drive internal adoption. Provide training and support. Collaborate with marketing to create and maintain a library of communication templates (emails, alerts, SMS, etc.) to ensure content is engaging, consistent, and aligned with the brand. Lead and mentor a small team, offering training on customer communication best practices while fostering a collaborative environment. Guide the team in the digital-first strategy and manage any resistance. Align customer communication strategies with broader company goals, working closely with other departments. Monitor and report on KPIs related to digital migration, communication, and customer satisfaction. Use data insights to improve campaigns and promote continuous optimization. About you As CRM Manager at FirstPort, you'll lead customer communication strategy, focusing on improving engagement and satisfaction. With 3-5 years of experience in marketing or CRM management, including team leadership, you'll oversee the shift from paper to digital communications in your first year. Your role will drive online portal registrations and digital channel adoption. You'll create a CRM activity calendar, enhance customer engagement, and collaborate across departments to support the digital transition. Proficiency in CRM and email platforms, along with a customer-focused approach, will be key to your success. While industry-specific experience is not required, it is highly valued The Benefits Our customers deserve the best and the same applies to our people. We’ll provide you with all the technology, training and support that you need to do your job well. We offer competitive salaries and a range of benefit packages depending on the grade of your role, such as private medical insurance, pension contributions and life assurance. In addition, we also offer a range of exclusive discounts on extra benefits to help you, and your family make the most of your money, safeguard your future and look after your health, including discounted gym membership for all colleagues. Diversity We’re committed to promoting diversity at FirstPort and recruit on merit. We will ensure we make any adjustments that we can to support both through the recruitment and on-boarding process. Ready to Apply? Click the below apply button to start your application for this role. We will ask you to upload your CV and answer a few questions. Job Advert Not Specified About The Company Not Specified