CRM Lifecycle Manager (12 month FTC)

About the job

Overview

Every customer journey tells a story. The question is, are we telling it well enough, often enough, and at the right moments?

At Screwfix, CRM isn’t just about campaigns. It’s about building intelligent, automated experiences that respond to what our customers actually do, not just what we want to say to them.

We’re looking for a CRM Lifecycle Manager to own and evolve our customer lifecycle strategy on a 12-month fixed term contract. Someone who can turn insight into action, bring structure to complexity, and create personalised journeys that genuinely improve engagement, retention and long-term value.

This is a role for someone who wants to move beyond campaign execution and take real ownership of how lifecycle marketing drives customer value at scale.

What's in it for you?

• Discretionary annual bonus up to 20%
• 33 days' holiday (including bank holidays, 5 of which can be taken flexibly)
• Hybrid working with up to 2 days working from home
• Flexible start and end times around core working hours
• Buy More Holiday - eligible colleagues can boost their holiday allowance by up to one extra week
• EV Car Scheme in Partnership with Tusker - eligible colleagues can lease a brand-new or pre-loved electric vehicle
• Up to 14% employer pension contributions
• Life cover up to 4x your salary
• Health cash plan and discounted gym memberships (up to 25% savings)
• 20% discount at Screwfix and B&Q

Key responsibilities

• Own the full customer lifecycle strategy, from onboarding through to engagement, retention, and reactivation.
• Plan, build, optimise and maintain automated journeys triggered by customer behaviour, transactions and predictive signals.
• Deliver CRM communications across email, SMS, push, in app and Direct Mail.
• Champion personalised content, dynamic modules, and segmentation to maximise relevance.
• Define lifecycle goals, KPIs and success metrics, ensuring all stages of the customer journey are optimised and nurtured effectively.
• Partner with Data Analytics teams to report on incremental performance metrics, interpret customer trends, identify new opportunities to improve the customer experience and increase engagement, retention & CLTV.
• Support the development and usage of predictive models (e.g. churn/ lapse propensity scoring).
• Work closely with Martech teams to ensure the accuracy and reliability of event tracking and trigger criteria.
• Provide insights and recommendations to senior stakeholders, shaping strategy to establish lifecycle as an important and key commercial driver for CRM in senior forums.

Required skills & experience

• Strong understanding of CRM marketing, customer lifecycle management and behavioural automation principles.
• Hands‑on experience with Braze or similar marketing automation platform for campaign orchestration
• Confident working with customer data, segmentation, and event‑based triggers.
• Analytical capability to interpret customer behaviour, performance metrics and test results.
• Strong written communication and content optimisation skills.
• Familiarity with email deliverability, CRM compliance, and data protection basics.

At Screwfix,

Your Wellbeing Comes First

Financial wellbeing

• Wagestream access to track earnings and save
• Access to the Kingfisher Share Scheme
• Colleague support fund
• Exclusive offers and discounts via our Hapi app
• Cycle-to-work scheme and savings on bikes

Every day benefits

• Career progression and development programmes
• Coaching and mentoring to help you thrive
• Access to wellbeing resourcing including PepTalk
• Support networks available

Recruitment Process

We review applications on an individual basis, and if we feel you would be a good fit we’ll invite you for a call or Teams video for an informal chat about the role, and to see if we’re a good fit for you. From there you can expect a comprehensive process, with regular contact from the Talent Acquisition team who are always available, for any queries you may have.

We value open and honest conversations and collaboration, giving you a chance to learn about what we are doing in an informal and friendly environment. We want to know about you and why you feel that this is the opportunity that excites you.

Sustainability at Screwfix

We’re committed to building a better future for our community and our planet. That’s why we’re doing everything we can in six key areas: eliminating carbon emissions, reducing and recycling waste, sourcing responsibly, keeping products in use for longer, selling more sustainable products and providing sustainable packaging. We’re on a mission to put sustainability at the forefront of everything we do. Join us.

We’ve worked hard to create a culture of inclusivity and genuine community. We’re a company built on teamwork, and the best teams are ones in which everyone can share their view. Whatever your background, however you identify, you’ll be listened to, encouraged, and given the tools and training you need to get ahead. You’ll always know where you are with us. We’re open. We’re fair. And we believe in opportunities for everyone.

Please let us know at careers@screwfix.com if you need any additional support or adjustments when it comes to your application.

NO AGENCIES PLEASE

#LI-Hybrid

Rewards & Benefits

Cycle to work

Whether you’re a keen cyclist or looking to take up a healthy hobby, enjoy savings of up to 25-39% on bikes and accessories through the Cycle to Work Scheme.

High Street Shopping Discounts

As well as discounts at Screwfix and B&Q, you can save money at other major high street retailers.

Share Plans

Become a Kingfisher shareholder with a variety of schemes to choose from.

Gym Discount

Look after your mind and body with 20% off a Nuffield Gym membership, starting with a Health MOT and free 7-day pass.

Gym Discount

Look after your mind and body with 20% off a Nuffield Gym membership, starting with a Health MOT and free 7-day pass.

Simply Health

From dental care to acupuncture, you can customise your health plan and claim back money for treatments.

Long Service Awards

From extra pay to bonus holiday days, we’ll celebrate your milestones with tangible rewards. It’s our way of thanking you for building a career with us.

Pension

With our award-winning pension plan, you choose your contribution amount and we add as much as 14% per month.

Life Cover

If you opt into our pension scheme, you’ll receive up to 4x your annual salary through Death in Service payment.

Retail Trust

Look after your mental health with free wellbeing resources, including a confidential counselling service.

Screwfix and B&Q Discounts

As a member of the Kingfisher group, you’ll enjoy 20% off all B&Q and Screwfix products.

Mind Training

We’ve partnered with Mind, the UK’s leading mental health charity, to our colleagues the support and tools needed to look after your mental health.

Screwfix Community

Whether you’re working from our stores, our offices or your home, you can easily stay in touch with colleagues and access the resources you need.

Self-Development

Whether you want to advance your job related skills or learn how to play the guitar, take advantage of our amazing learning tools on offer such as LinkedIn Learning.

Enhanced Family Leave

Our Enhanced Family Leave policy and resources are inclusive for all parents and include competitive pay terms, going above and beyond statutory requirements.

/

Benefits

at Screwfix

Training programmes

We’re growing, and we want our people grow with us. That’s why we pull out all the stops to make sure our people continue to learn and develop new skills. It’s all about giving you the tools to build a career that’s right for you.

Open Development Programme

You can take your career almost anywhere at Screwfix. Whether you want to side-step into another department or expand your business knowledge, this programme offers a huge range of learning modules and is open to all colleagues.

Aspiring Leader Programme

For those looking to step into management, this programme focuses on action-based learning. Under close mentorship, you’ll develop leadership skills as you take on real business challenges.

/

“Our aim is to drive sales to the website through paid and display advertising. And we work really closely with the marketing team to make sure everything looks on-brand.”

Becky Wren | Digital Marketing Manager

“Our plan is to ensure customer satisfaction with our website. Navigation, search, optimisation – they’re all things that are key to my role.”

Jurate Sostakaite | International Web Merchandising Manager

“The day is varied. You could be merchandising for a new promotion, liaising with buyers on that or working on a website optimisation task. In International, you could also be looking after translation.”

Charlotte Fangman | International Web Merchandiser

/

Plan your commute

Postcode

Be yourself at Screwfix

We all do better when we’re celebrated for who we are. Which is why a warm, equal and inclusive culture is integral to our culture at Screwfix. Our Employee Inclusion Network, 'Us', helps colleagues to share ideas and work collaboratively in pursuit of a fairer, more diverse workplace. With the support of our leadership team, ‘Us’ is comprised and led by true Ambassadors for Diversity & Inclusion. It’s an open space where colleagues can share experiences, learn about allyship, and ultimately, feel free to be themselves.

Application process

Apply

Applying online is simple. Fill in some basic details and upload your most recent CV. If you’re applying for a S.A. you’ll also need to complete a Situational Judgement Test.

Interview

Prior to your interview, we recommend a thorough read of our careers page and even a trip to your local Trade Counter, to learn as much about us as possible. Your interview will consist of competency-based questions, and a chat about your experience, knowledge of Screwfix and the role you’ve applied for. Interviews may be held on the phone or over video chat, followed by a visit to store to meet the team.

Offer

If we think we’re a good match, we’ll make you an official offer. Once you’ve accepted and we’ve completed the pre-employment checks, you’ll receive your shiny new contract.

CRM Lifecycle Manager (12 month FTC)

CRM Lifecycle Manager (12 month FTC)

-

Trade House, Mead Avenue, Houndstone Business Park, Yeovil, BA22 8RT

-

Fixed Term/Secondment (37.5) - Fixed