CRM & Email Marketing Specialist

About the Role

We are looking for an experienced CRM & Email Marketing Specialist to manage and scale customer communications across both digital marketing funnels and the mortgage/finance lifecycle.

This role will be responsible for building automated, personalised customer journeys from lead generation through to settlement, retention, and repeat business, while supporting both marketing and broker teams.

Key Responsibilities

CRM Management

• Own and manage the CRM platform and customer database
• Create and maintain lifecycle stages (Lead, Active Deal, Settled, Retention, Refinance)
• Ensure data accuracy, segmentation, tagging, and reporting
• Integrate CRM with marketing funnels, broker workflows, and automation tools

Email & Lifecycle Marketing

• Build and manage automated email journeys across:
• Lead nurture and education
• Pre-approval follow-ups
• Application and settlement updates
• Post-settlement engagement
• Refinance and retention campaigns
• Cross-sell campaigns (loans, asset finance, etc.)
• Create campaigns for digital marketing funnels including:
• Lead nurturing
• Client onboarding
• Proposal follow-ups
• Retention and referral campaigns
• Personalise communication using CRM data and customer behaviour

Marketing Automation

• Build automated workflows based on triggers such as:
• Customer actions
• Key lifecycle milestones
• Important dates (anniversaries, rate expiry, etc.)
• Implement omnichannel communication (Email, SMS, WhatsApp where applicable)

Performance Tracking & Optimisation

• Monitor campaign performance (open rates, CTR, conversions, bookings)
• Conduct A/B testing to improve campaign effectiveness
• Generate reports and dashboards for management and sales teams

Sales & Broker Support

• Collaborate with brokers and sales teams to align campaigns with active deals
• Create broker-branded templates and communication flows
• Support follow-ups, reminders, and retention activities through automation

Requirements

• 3+ years of experience in CRM, email, or lifecycle marketing
• Hands-on experience with CRM tools (HubSpot, Salesforce, Zoho, ActiveCampaign, or similar)
• Strong understanding of marketing automation and customer journeys
• Good copywriting and communication skills
• High attention to detail and strong organisational skills
• Data-driven mindset with reporting and optimisation experience

Preferred (Good to Have)

• Experience in mortgage, finance, or property industry
• Understanding of broker workflows and lending lifecycle
• Experience with SMS, WhatsApp, or omnichannel campaigns
• Experience with lead generation and funnel marketing

Success Metrics

• Improved lead-to-conversion rates
• Increased settlement and retention rates
• Growth in refinance and repeat business
• Clean and scalable CRM system
• Reduced manual follow-ups for brokers