Every customer journey tells a story. The question is, are we telling it well enough, often enough, and at the right moments?

At Screwfix, CRM isn’t just about campaigns. It’s about building intelligent, automated experiences that respond to what our customers actually do, not just what we want to say to them.

We’re looking for a CRM Lifecycle Manager to own and evolve our customer lifecycle strategy on a 12-month fixed term contract. Someone who can turn insight into action, bring structure to complexity, and create personalised journeys that genuinely improve engagement, retention and long-term value.

This is a role for someone who wants to move beyond campaign execution and take real ownership of how lifecycle marketing drives customer value at scale.

What's in it for you?

• Discretionary annual bonus up to 20%
• 33 days' holiday (including bank holidays, 5 of which can be taken flexibly)
• Hybrid working with up to 2 days working from home
• Flexible start and end times around core working hours
• Buy More Holiday - eligible colleagues can boost their holiday allowance by up to one extra week
• EV Car Scheme in Partnership with Tusker - eligible colleagues can lease a brand-new or pre-loved electric vehicle
• Up to 14% employer pension contributions
• Life cover up to 4x your salary
• Health cash plan and discounted gym memberships (up to 25% savings)
• 20% discount at Screwfix and B&Q

• Own the full customer lifecycle strategy, from onboarding through to engagement, retention, and reactivation.
• Plan, build, optimise and maintain automated journeys triggered by customer behaviour, transactions and predictive signals.
• Deliver CRM communications across email, SMS, push, in app and Direct Mail.
• Champion personalised content, dynamic modules, and segmentation to maximise relevance.
• Define lifecycle goals, KPIs and success metrics, ensuring all stages of the customer journey are optimised and nurtured effectively.
• Partner with Data Analytics teams to report on incremental performance metrics, interpret customer trends, identify new opportunities to improve the customer experience and increase engagement, retention & CLTV.
• Support the development and usage of predictive models (e.g. churn/ lapse propensity scoring).
• Work closely with Martech teams to ensure the accuracy and reliability of event tracking and trigger criteria.
• Provide insights and recommendations to senior stakeholders, shaping strategy to establish lifecycle as an important and key commercial driver for CRM in senior forums.

• Strong understanding of CRM marketing, customer lifecycle management and behavioural automation principles.
• Hands‑on experience with Braze or similar marketing automation platform for campaign orchestration
• Confident working with customer data, segmentation, and event‑based triggers.
• Analytical capability to interpret customer behaviour, performance metrics and test results.
• Strong written communication and content optimisation skills.
• Familiarity with email deliverability, CRM compliance, and data protection basics.

At Screwfix, Your Wellbeing Comes First:

Financial wellbeing

• Wagestream access to track earnings and save
• Access to the Kingfisher Share Scheme
• Colleague support fund
• Exclusive offers and discounts via our Hapi app
• Cycle-to-work scheme and savings on bikes

Every day benefits

• Career progression and development programmes
• Coaching and mentoring to help you thrive
• Access to wellbeing resourcing including PepTalk
• Support networks available  

Recruitment Process

We review applications on an individual basis, and if we feel you would be a good fit we’ll invite you for a call or Teams video for an informal chat about the role, and to see if we’re a good fit for you. From there you can expect a comprehensive process, with regular contact from the Talent Acquisition team who are always available, for any queries you may have.

We value open and honest conversations and collaboration, giving you a chance to learn about what we are doing in an informal and friendly environment. We want to know about you and why you feel that this is the opportunity that excites you.

Sustainability at Screwfix

We’re committed to building a better future for our community and our planet. That’s why we’re doing everything we can in six key areas: eliminating carbon emissions, reducing and recycling waste, sourcing responsibly, keeping products in use for longer, selling more sustainable products and providing sustainable packaging. We’re on a mission to put sustainability at the forefront of everything we do. Join us.

We’ve worked hard to create a culture of inclusivity and genuine community. We’re a company built on teamwork, and the best teams are ones in which everyone can share their view. Whatever your background, however you identify, you’ll be listened to, encouraged, and given the tools and training you need to get ahead. You’ll always know where you are with us. We’re open. We’re fair. And we believe in opportunities for everyone.

Please let us know at careers@screwfix.com if you need any additional support or adjustments when it comes to your application.

NO AGENCIES PLEASE 

#LI-Hybrid