Customer Relations Manager - Slough

Customer Relations Manager | £35k + Company Car + Excellent Benefits | Hybrid Working | Slough

An exciting opportunity has arisen for an experienced Customer Relations Manager to join a well-established and growing organisation offering excellent career progression, hybrid working and exposure to senior stakeholders.

This role sits at the heart of customer relationship management, customer retention and lead conversion, providing the opportunity to take ownership of customer engagement strategies, customer data management and CRM performance.

Leading a small team, you will be responsible for developing customer journeys, improving retention rates and maximising the value of customer and prospect data. This position would suit a commercially minded CRM professional looking to take the next step in their leadership career.

The Role

As Customer Relations Manager, you will oversee customer lifecycle activity from lead generation through to retention and renewal. Using customer insights, behavioural data and CRM performance metrics, you will drive engagement, improve conversion rates and strengthen long-term customer relationships.

A key aspect of the role will involve ensuring leads generated through digital acquisition channels, paid media activity, partner referrals and other customer acquisition sources are effectively integrated into CRM programmes. You will develop nurturing strategies that connect acquisition activity with customer relationship management, ensuring every opportunity is tracked, engaged and converted effectively.

This role combines team leadership, customer relationship management, CRM ownership and data-driven decision making within a collaborative and supportive environment.

Key Responsibilities

• Lead, mentor and support a team of two CRM professionals.

• Manage customer retention, engagement and renewal activity across multiple customer touchpoints.

• Deliver targeted CRM campaigns through email, SMS and outbound communication channels.

• Develop and implement customer lifecycle strategies that improve retention and engagement.

• Create advanced customer segmentation strategies to deliver personalised customer experiences.

• Take ownership of customer and prospect databases, ensuring data quality and effective utilisation.

• Manage lead nurturing activity throughout the customer journey.

• Integrate leads from paid acquisition channels, digital campaigns, referral sources and other lead generation activities into CRM workflows.

• Build automated customer journeys that improve lead conversion and maximise customer value.

• Analyse customer behaviour, engagement trends and conversion data to identify opportunities for improvement.

• Monitor campaign effectiveness, customer retention and commercial performance.

• Produce insightful reporting and dashboards to support strategic decision making.

• Gather customer feedback and use insights to enhance customer experience and engagement.

• Support the ongoing optimisation and development of CRM systems and processes.

• Ensure all CRM activity complies with GDPR and data governance requirements.

About You

• Previous experience within CRM, customer relationship management, customer retention, customer engagement or lifecycle management.

• Strong experience using CRM and marketing automation platforms.

• Demonstrable experience managing customer journeys and lead nurturing programmes.

• Experience integrating paid acquisition activity and lead generation channels with CRM systems and customer engagement programmes.

• Strong understanding of customer segmentation, database management and CRM analytics.

• Commercially minded with a track record of improving engagement, retention and conversion performance.

• Excellent communication and stakeholder management skills.

• Previous team leadership, supervisory or mentoring experience would be advantageous.

• Highly organised with strong attention to detail.

• Comfortable working in a fast-paced environment.

• Degree educated or equivalent experience.

The Offer

• £35k salary + great benefits

• Company car.

• Hybrid working.

• 25 days holiday plus bank holidays.

• Pension scheme.

• Healthcare options.

• Employee wellbeing support.

• Additional employee benefits and discounts.

• Ongoing training and professional development.

• Clear opportunities for career progression.

• Supportive and collaborative working environment.

This is an excellent opportunity for a CRM professional looking to combine customer relationship management, team leadership and commercial performance within a role that offers genuine career development and long-term progression.