CRM Manager (9-12 month FTC)

Job Title

Job Description

So, who are we?

IG Group is a FTSE 100 fintech operating across five continents, serving over 1.4m customers and handling billions of dollars in transactions - built on scale, trust, and proof. We didn't pivot to innovation; it's how we've always operated. What that means for the people who work here is real: genuinely complex problems to solve, the technology and resources to tackle them properly, and the kind of scope that's rare in established businesses.

The bar is high - bring a curious and forward-thinking mindset and we'll give you the platform to define what comes next.

Join us at IG - the future gets built here.

Your team

At IG, we’re building a world-class CRM growth engine to power investors’ progress. And we need your help to make our customer acquisition communications more relevant, timely, valuable and impactful.

CRM at IG is about putting customers at the heart of everything we do and solving their problems through personalised communications that engage, educate, inspire and inform.

Your role in your teams success?

• Delivering a scalable, effective incentive programme that drives first trades
• Demonstrable incremental uplift in new customers
• Multiple automated incentives and lead-gen journeys live
• Clear evidence of scalable impact through robust reporting
• Well-documented playbooks

About this role

• We’re looking for a CRM Manager on a 9-month fixed term contract (with the possibility of extension) to own our acquisition lifecycle programme, with a focus on driving incremental new customers and first trades. This includes all lead conversion efforts and our welcome incentive strategy. You will own your test and learn roadmap with the mandate of delivering scalable campaigns and automated customer flows that drive growth at an efficient cost.
• This role is based in our London office and reports into the Head of CRM, UK Division. The team is comprised of another CRM Manager owning Retention and two high-performing CRM Executives. We’re problem-solvers who move at pace and prioritise a clear learning agenda. Along with the rest of the team, you will champion the customer experience by ensuring all customer-facing comms work in unison to create one wholistic lifecycle.
• Partnering closely with Commercial, Marketing, Product, MarTech and Analytics to define and deliver our multi-channel CRM strategy (email, push, in-app, SMS, etc.). This is not a technical role however you will be expected to work closely with technical teams to scope your work and deliver personalised journeys at scale.
• This role is ideal for someone who thrives when solving customer problems through CRM and isn’t afraid to roll up their sleeves to get things done quickly, accurately and efficiently. We operate in a regulated industry so experience in finance is a big plus. Experience with enterprise CRM platforms is essential, with proficiency in Braze, Liquid and HTML preferred.

What you'll do

• Own CRM acquisition, setting the roadmap and executing a high impact lifecycle programme that delivers measurable, scalable results.
• Accountable for CRM-driven new customer conversion and first trade rates, establishing a robust reporting process to ensure impact is clear and decisions are based on data.
• Own the delivery, scale and optimisation of our Refer a Friend and Promotional incentive programmes, making sure our comms are in line with CRM best practices, creative standards and compliance requirements.
• Collaborate cross-functionally with Marketing, Product, Creative and Compliance teams to execute memorable acquisition projects, including seasonal, GTM initiatives
• Design and pilot new CRM lead-gen initiatives that set IG apart from competitors and increase new customer adoption.
• Mentor a CRM Executive through ongoing coaching and delegation, helping them prioritise the highest impact work, meet deadlines and maintain a high standard.
• Work closely with analytics to ensure the proper measurement framework and reporting capabilities are in place.
• Build clear documentation and scalable playbooks that can be leveraged by the broader CRM team.
• Uncover ways to help the CRM team move faster and operate more strategically as a growth engine for IG. Curiosity with AI is a must.

What you'll need

• Excellent knowledge of and demonstrable background in CRM related roles
• Proven track record of driving activation and conversion in a data-led environment
• Experience designing and scaling campaigns and automated journeys with a customer-first attitude
• Comfortable working with experimentation, control groups and incrementality
• Strong stakeholder management and ownership mindset
• Self-starter hands-on executor who always keeps the big picture impact in mind
• Strong eye for detail and ability to deliver accurately at pace
• Technically-savvy with strong knowledge of Braze and Liquid

Nice to haves:

• Experience in product-driven tech companies / fintech / high-frequency digital products
• Experience with HTML, CSS coding
• Experience with SQL and other analytical tools lie Looker, GA etc.

The Perks

It really is more than a job. We think like a start-up, but we deliver like a FTSE 100 - so the bar is high, and we won't pretend otherwise. We work hybrid, which means three days in the office. We’ll recognise your talent and make sure that you can still have a life - at work, and outside of it. Networks, committees, awards, sports and social clubs, mentorships, volunteering opportunities, extra time off… the list goes on.

• Competitive salary
• Flexible Benefits Package on top of your salary (12%)
• Private medical cover for you and your family
• Life insurance
• Contribution to gym memberships
• 25 Days holiday, with 1 additional day off to celebrate your Birthday & 2 additional days off a year for voluntary work (28 in total)
• The option to buy or sell holiday days
• A comprehensive global and local onboarding process
• Enhanced primary (maternity), secondary (paternity), and shared parental pay and leave, as well as a range of support and benefits for parents

Number of openings