Mumsnet

Customer Success Manager

• CRM, automation & audience engagement
• Own and evolve Mumsnet’s ESP and email automation infrastructure.
• Build and optimise onboarding, retention and reactivation journeys.
• Develop behavioural segmentation and targeting approaches to improve relevance and engagement.
• Support the development of personalised and automated email products.
• Help connect audience insight and user behaviour with CRM activity.
• Monitor and analyse email performance, identifying trends, opportunities and optimisation priorities.
• Develop reporting and insight loops that help improve engagement, traffic and retention.
• Run structured experimentation across subject lines, content structures, journeys and send logic.
• Work with editorial, commercial and audience teams to identify high-performing content opportunities.
• Actively experiment with AI tools and workflows to improve productivity, insight generation, analysis, optimisation and automation.
• Explore practical ways AI can support CRM workflows, reporting, personalisation and audience engagement.
• Contribute to the future direction of Mumsnet’s engagement strategy.
• Help rethink how email products should evolve alongside changing audience behaviours, recommendation systems and platform dynamics.
• Support experimentation around new formats, journeys and engagement approaches.

Email CRM & Automation Manager