Senior CRM Manager

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.