**Shape the Future of Service Excellence with Ten!
**:
**Driving Innovation.
Building Trust.
Redefining Service Excellence.
**:
Ten is on a mission to become the most trusted service business in the world.
We service the most valuable customers of the world's leading private banks, premium financial services and luxury brands globally including HSBC, Bank of America, Swisscard and Royal Bank of Canada.
Corporate clients use Ten's services to acquire, engage and retain affluent, high net worth customers or valued employees.
The service drives critical customer metrics, including revenue growth, net promoter score, and supports digital transformation initiatives.
Millions of individuals worldwide have access to Ten's services across lifestyle, travel, dining and entertainment.
They rely on Ten to unlock seamless, curated experiences that enrich their lives.
We're profitable, ambitious, and scaling fast.
As the first B Corp listed on the London Stock Exchange, we're setting the standard for sustainable growth and technology, AI driven innovation.
For more information, check out our Welcome to Ten video!
**Overview**:
We're looking for a **CRM Insights & Innovation Manager** who will elevate our CRM strategy through bold, insight-led thinking and a deep understanding of what drives customer engagement.
This role thrives at the intersection of customer intelligence and digital/CRM innovation, and is idóneo for someone with technical expertise in **Braze** and **Tableau**, paired with a forward-thinking mindset and a strong commercial perspective.
**Key Responsibilities**:
**Insight-Led CRM Performance Strategy**
- Build and evolve a centralised CRM reporting framework: dashboards, scorecards, and reporting that empower the business to act
- Identify key trends and gaps in engagement, conversion, and retention,



translating data into clear, strategic opportunities
- Develop and refine attribution models that reflect true CRM impact across multi-channel journeys
- Enhance and maintain a single customer view, ensuring teams have access to accurate, actionable data to drive personalization
**Innovation & Strategic Foresight**
- Identify and assess emerging CRM trends, tools, and technologies — from AI-led personalisation to advanced journey automation
- Collaborate with Product, Tech, Data, Propositions, and Marketing teams to bring innovations to life, from pilot to scaled deployment
- Build robust business cases for CRM initiatives and innovation projects to support revenue and engagement growth
**Expertise in Braze and Tableau**
- Leverage the full capabilities of Braze to power behavioural automation, advanced segmentation, and dynamic content
- Use Tableau to build clear, insightful dashboards and reports that support decision-making at all levels of the business
- Work with Data and Tech stakeholders to ensure seamless integration and utilisation of CRM data across platforms - lead the roadmap
**Testing & Continuous Improvement**
- Lead A/B and multivariate testing across CRM campaigns to drive optimisation of timing, content, segmentation, and journey structure
- Analyse performance across programmes to surface actionable insights and ensure continuous learning




- Lead key CRM initiatives such as consumer/member contact and suppression strategies, personalised and automated accordingly
- Translate test outcomes into strategic recommendations that guide CRM evolution
**Requirements**:
**What You Bring**
- 4+ years of experience in CRM insight or customer analytics roles
- Proven success in turning insight into action across complex CRM ecosystems
- Expert in Braze and Tableau, with hands-on experience using both to drive measurable results
- Strong analytical mindset, uncovering insights, driving decisions, and communicating impact
- A data-oriented critical thinker and problem solver
- Deep understanding of CRM metrics, lifecycle strategy, and marketing attribution
- Experience working with customer data platforms (CDPs), single customer views, or data lakes a plus
- Experience with SQL a plus
- A proactive, collaborative approach with the ability to influence across cross-functional teams
- Analytical and commercially minded, but also curious, creative, and eager to innovate
- Confident communicator who can distil data into decisions and inspire action across teams
**What You'll Gain**
- A chance to shape the future of data-led CRM in a business that's investing heavily in innovation
- Access to best-in-class platforms, cutting-edge martech, and a collaborative, high-performance team
- The opportunity to influence how we engage, retain, and grow a loyal customer base across the globe
**Guidelines for Hybrid/Home Office**:
- Please note that if you live within a commutable distance of the Mexico office you will be asked to enter into a hybrid working arrangement, with up to 60% Home Office possibility.
- A secure home office at your confirmed address, free from background noise or other distractions.
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📌 Crm Insights & Innovation Manager (Xico)
🏢 Ten Group
📍 Xico