Crm Manager

Description:

SeatPlan is a pioneering platform that merges theatre audience seat view photos with a top-tier ticket booking engine. Established for over 13 years in London and now expanding into the USA, SeatPlan’s mission is to revolutionize live event ticketing globally. With a 4.7 Trustpilot rating, a loyal customer base of 300,000 and proprietary technology, the company is on an exciting growth trajectory.

As the CRM Manager, you will play a critical role in driving audience engagement, retention, and revenue growth through strategic email marketing, customer segmentation, and data-driven insights. This is a hands-on role, perfect for someone who thrives in a startup-style environment, ready to shape SeatPlan’s CRM approach from the ground up.

Key Responsibilities:
✅ Customer Champion: Gain deep insights into customer behaviour and advocate for customer-first decision-making across the business.
✅ Email Marketing Ownership: Develop and execute a powerful email marketing strategy, delivering personalised and timely messaging to the right customer segments.
✅ Persona & Segmentation: Build detailed customer personas and audience segments to understand and expand SeatPlan’s customer base.
✅ Customer Journeys: Create seamless customer journeys from theatre research to ticket purchase and post-show seat photo uploads.
✅ Customer Insights: Apply behavioural psychology and consumer insight skills to enhance the team’s understanding of SeatPlan users.
✅ Data-Driven Decisions: Deliver actionable insights that inform new product development and marketing strategies.
✅ Database Growth: Identify opportunities to grow SeatPlan’s customer database and contribute data-backed ideas to product and content development.
✅ Customer Service Evolution: Help enhance customer service processes to build a single customer view, ensuring consistent service quality and maintaining a 4.7+ Trustpilot rating.
✅ Team Training: Educate internal teams on CRM tools and techniques to maximise system value.

Requirements:
✔️ Minimum 4 years of hands-on CRM and retention experience, ideally in a B2C environment.
✔️ Proven track record delivering measurable engagement and revenue growth.
✔️ Klaviyo expert – advanced templating, automation and campaign management skills essential.
✔️ Experience building dynamic email templates using catalog lookups, nested data lists, and web feeds.
✔️ Strong analytical mindset and audience research skills, with the ability to extract insights from complex data sets.
✔️ Experience managing loyalty programmes is highly desirable.
✔️ Excellent communication and collaboration skills – capable of working across departments.
✔️ Creative problem solver who thrives in a fast-paced, small-team environment.
✔️ Passion for theatre or live entertainment ticketing is a significant plus.
✔️ Comfortable being the sole CRM expert, with the autonomy to own the function and set standards.

What SeatPlan Offers:
⭐ Salary of £45,000 - £50,000 (based on experience) + 10% performance bonus
⭐ Free theatre tickets – indulge your passion for live shows
⭐ Pension contributions up to 5%
⭐ High impact role in a fast-growing, innovative business
⭐ Transparent company performance reporting – see how your work contributes to growth
⭐ Cross-functional exposure to product, marketing, and technology teams
⭐ Autonomy – work independently and make a real difference
⭐ Remote working – with monthly team days in London, including fun team activities (lunches, events)

About SeatPlan:
SeatPlan has become a trusted resource for theatre lovers over the last 13 years, offering seat view photos and seamless ticket booking. Now, with ambitious plans to grow UK sales to £30m and replicate success in New York, the company is investing in tools, technology and talent to scale globally. This is a unique opportunity to join a creative, collaborative, and theatre-loving team, where your contributions will directly impact growth and customer satisfaction.