Senior CRM Manager - #2163903

Who We Are

Ultimate Performance was founded for one simple reason. We wanted to create the most effective method of personal training. On a journey that started with one small gym in London, today we are operating 26 gyms across 9 countries in some of the biggest cities in the world.

To put it simply, we are obsessed with improving what we offer, and with remaining at the forefront of forward-thinking, real-world applications of all aspects of physical conditioning. We eat, sleep, and breathe health and fitness. We are constantly driven by the incredible sense of fulfilment we feel when we help someone achieve their goals, no matter if they are an elite athlete or a middle-aged housewife. We believe that any can positively change themselves and their bodies, and we will move heaven and earth to ensure that each person who enters our premises leaves feeling happier, more confident, and healthier.

We are here to get a very specific job done. That job is the one that you set for us, to achieve your own unique version of improved health, fitness and/or physical appearance. We don't stand back; in fact, we get stuck right into every aspect of your life that you are prepared to open up to us. No other way is appropriate for the commitment and investment that you should be making in your health.

The Role

We're looking for a highly hands-on, commercially minded Senior CRM Manager to take ownership of CRM activity across our growing business, supporting 25 gyms across multiple international markets.

This is an exciting opportunity for a CRM specialist who loves getting under the skin of customer data, building sophisticated automated journeys and turning insight into meaningful customer experiences. You'll play a key role in shaping how we communicate with customers at every stage of their journey, from initial enquiry and onboarding through to retention, reactivation and referrals.

Working across both marketing and operational CRM, you'll use Bloomreach as our core customer data and CRM platform to build, manage and optimise journeys and communications that deliver real commercial impact while supporting an exceptional customer and gym experience.

This is a role for someone who enjoys being in the detail: confidently navigating complex journey logic, solving technical challenges and making sure every communication is relevant, timely and effective.

What You'll Do

• Own the customer journey: Build, manage and optimise automated journeys across the full customer lifecycle, including prospects, enquiries, bookings, new customers, active customers, lapsed customers and referrals
• Deliver seamless customer communications: Manage operational CRM activity such as booking confirmations, reminders, onboarding messages, service updates and other key customer touchpoints
• Make personalisation count: Use Bloomreach data, behavioural insights and segmentation to deliver targeted, relevant communications that improve engagement and customer experience
• Manage multi-channel CRM: Build and deliver communications across email, WhatsApp, app and other relevant channels
• Support global marketing campaigns: Execute CRM activity across seasonal campaigns, pricing changes, gifting, promotions and wider regional and global marketing initiatives
• Drive performance and optimisation: Monitor campaign and journey performance, run tests and continuously improve content, timing, audiences and conversion
• Maintain exceptional standards: Ensure strong quality assurance, data accuracy and deliverability across all CRM activity and markets
• Work cross-functionally: Partner with Marketing, Growth, Digital, Technology and Operations to support integrations, data flows and operational requirements
• Bring CRM expertise to the business: Identify opportunities, share insights and recommend new ways to improve customer engagement, retention and commercial performance
  
  

Requirements

What we're looking for

• Strong experience in CRM, lifecycle marketing or marketing automation, ideally in a fast-paced, multi-location or multi-market business
• Hands-on experience with Bloomreach or a comparable CRM/CDP platform, such as Salesforce, HubSpot or Braze
• A proven track record of designing, building and optimising complex automated customer journeys
• A strong understanding of customer data platforms, segmentation, personalisation, behavioural data and journey logic
• Experience managing CRM communications across multiple channels, with an understanding of both marketing and operational messaging
• An analytical and commercially focused mindset, with the ability to turn performance data into actionable improvements
• A highly organised approach, excellent attention to detail and a commitment to quality assurance
• Technical confidence and a practical, problem-solving mindset. You're comfortable working directly in the platform and taking ownership of challenges independently
• The ability to manage multiple projects and competing priorities while working collaboratively with teams across the business
  
  

Why join us

You'll have the opportunity to make a real impact on how we connect with our customers across 25 gyms and multiple international markets. With ownership of a broad and evolving CRM programme, you'll be able to shape customer journeys, improve the customer experience and directly influence engagement, retention and business growth.

If you're a hands-on CRM expert who combines technical know-how with commercial thinking and a passion for creating better customer experiences, we'd love to hear from you.

What We Value

At UP, we believe in high standards and personal accountability. We look for people who embody our values:

Results-Driven: You focus on outcomes that genuinely move the needle

Own It: You take full ownership, wins, failures, & everything in between.

Passion for Progress: You're driven by growth, not just the finish line.

Supportive & Personalised: You adapt your approach because no two people (or challenges) are the same

Benefits

What You'll Get

Here's what you can expect when you join the UP team:

• 25 days holiday, plus bank holidays
• Pension scheme: salary sacrifice with employer contributions
• Simply Health policy: claim back costs for dental, optical, physio, massage & more
• Exclusive UP discounts, including 40% off our supplements, books, and partner offers
• Personal Training discounts: up to 50% off our world-class transformation programme (up to 36 sessions a year) for you and a loved one
• Salary sacrifice benefits: Cycle to Work, Tech, and Home schemes
• Employee Assistance Programme: free 24/7 mental health, counselling, and financial advice
• Hybrid working: two days per week working from home
  
  

If you want to build a brand rather than simply manage social accounts, this is the role for you.

All job applicants are required to have a valid right to work.

Your data will be stored by Ultimate Performance and will be used by our HR and recruitment teams for the purpose of managing your application