Zapp is London's leading premium convenience retail platform. Founded in 2020, our vision is to disrupt the multi-trillion dollar convenience retail market, by developing best-in-class customer-centric technology and fulfilment solutions. Zapp partners with some of the world's leading brands to deliver an exclusive range of hand-picked products 24/7, delivered in minutes.
This is not a traditional CRM Senior Manager role. Zapp is building CRM as a strategic function, not a campaign execution engine, and we are looking for someone who has done this before. The person we want has actively sought out this environment. They know how to sit inside commercial trade-offs, they understand that the customer is the whole point, and they hold their team to a high bar - because how you do anything, is how you do everything.
You will drive the end-to-end customer lifecycle across all segments (free and subscription). Your core remit will be turning CRM into a real driver of retention, frequency and customer value, with the opportunity to expand into personalisation and loyalty as the function grows.
The execution of the customer lifecycle sits with you and your team. Zapp and Zapp+ segments, all Braze channels, contact policy, frequency caps, and the arbitration between segments on send priority. You set the standard, and you are accountable for the output.
You will work closely with Zapp+ and other cross-functional leaders to make sure CRM thinking is embedded into commercial, product and Zapp+ decisions, not bolted on at the end. You are the person the rest of the business looks to when a customer question needs answering.
You will support initiatives that consider the trade-off between AOV, frequency and margin mix. You will be part of discussions to decide when to push volume versus protect margin, and you can defend those decisions commercially, not just creatively.
You own the cadence at which we understand our customers, and you make sure that insight actually changes the work. You chair the Customer Insights forum with Product and Customer Care. You bring the customer's voice into rooms where it would otherwise be missing.
You will evolve as we advance our CRM function. You will design how Zapp rewards, recognises and retains its most valuable customers. You will drive the loyalty strategy end to end, and you make personalisation feel like a truly unique experience.
Founded in 2020, Zapp is London’s leading premium convenience delivery app, elevating the everyday lives of hundreds of thousands of Londoners. We leverage cutting-edge technology to anticipate customer needs – ensuring the most relevant products are always available, at the right location, at the right time.
From daily essentials to luxury favourites and pharmacy needs, our hand-picked product range showcases global icons and beloved local brands, available for delivery to customers' doors in minutes, 24/7.
We're on a long-term mission to bring technology to convenience retail, a $4 trillion global industry that remains largely offline. Our strategy is simple: build out the system in one of the world's largest megacities – London. We've witnessed significant demand (i.e. 'product-market fit') for on-demand convenience and have decided to focus on a large, profitable segment as we expand our system in the coming years: premium convenience.
Catering to premium, high-demand customers forces us to constantly innovate and encourage the standards of excellence across the board. We're excited to expand Zapp over the coming years and decades as we build the ‘need it now’ supply chain of the future.
Zapp is proud to be backed by some of the world's leading venture capital and growth equity investors, including Lightspeed Venture Partners, as well as some of the most iconic figures of our generation, including Sir Lewis Hamilton.
Come and join our team of scale-up and exit experts from companies such as Amazon, Deliveroo, Selfridges and more.
