CRM Senior Manager, Blacklane
12 month Fixed Term Contract
Carbon-neutral global chauffeur service
Open for applications
Carbon-neutral global chauffeur service
501-1000 employees
Open for applications
501-1000 employees
Company mission
To make top-quality service convenient and accessible worldwide.
Role
Who you are
- You’re deeply customer-centric and care about building CRM experiences that are relevant, respectful, and genuinely valuable
- You’re a strong strategic thinker who can translate business goals into clear CRM plans, and then turn those plans into action
- You’re comfortable operating across both detail and altitude - from journey logic and targeting guardrails to roadmap decisions and stakeholder alignment
- You’re confident challenging weak assumptions, ambiguous asks, or short-term ideas that could undermine guest experience or long-term value
- You have a strong growth mindset and create space for learning, iteration, and continuous improvement in both your own work and the work of others
- You enjoy working in a fast-moving, cross-functional environment where strong collaboration and clear communication are critical to success
- You’ll also bring:
- Significant experience in CRM / lifecycle marketing, with ownership of complex journeys, programmes, or customer domains in a data-driven environment
- Strong expertise in segmentation, targeting, contact strategy, and CRM measurement, with the judgment to balance growth goals against guest experience and channel health
- Hands-on experience with modern CRM platforms and data ecosystems - ideally including tools such as Braze
- Strong analytical skills and a solid understanding of experimentation, incrementality, and performance interpretation
- The ability to partner effectively with Product, Data, Engineering, Brand, Creative, Performance Marketing, and local teams to deliver cross-functional outcomes
- Prior experience in line management or formal people development, including coaching, prioritisation, feedback, and supporting the growth of at least one more junior team member
- Strong brand and content instincts, with the ability to help shape CRM communication that feels both premium and commercially effective
What the job involves
- As a Senior CRM Manager at Blacklane, you’ll be part of the Global Blacklane CRM team, helping shape and deliver CRM strategy for the business at a global level
- You’ll own a defined CRM area end-to-end, turning business priorities into clear lifecycle plans that drive retention, ride frequency, and long-term customer value across markets
- This is a 12-month fixed-term maternity cover contract
- In this role, you’ll lead one CRM Manager, giving them clear direction, coaching, and support, while remaining hands-on in the strategic development of your area
- You’ll work closely with Product, Data, Analytics, Brand, Creative, Performance Marketing, and local stakeholders to ensure CRM initiatives are strategically sound, operationally robust, and aligned with Blacklane’s broader goals
- In this role, you’ll:
- Own the CRM roadmap for your area, prioritising work based on business value, guest impact, and team capacity, and ensuring the most important initiatives land well
- Lead the lifecycle strategy and orchestration for your remit, ensuring journeys work together coherently across channels and that conflicting or overlapping comms are resolved thoughtfully
- Set and steward segmentation and contact strategy for your area, ensuring targeting is consistent, scalable, and protective of guest experience and email health
- Drive a strong experimentation and measurement culture within your remit, shaping the testing roadmap, selecting the right methodologies, and using results to decide what to scale, refine, or stop
- Employ CRM operational excellence across tooling and data for your area, partnering with Product, Data, Engineering, and MarTech to improve the capabilities that unlock stronger CRM outcomes
- Own content planning for your remit, ensuring CRM storytelling supports lifecycle and commercial goals while remaining premium, coherent, and aligned with the Blacklane brand
- Line manage and develop one CRM Manager, providing coaching, feedback, prioritisation support, and clarity on goals and ownership
- Represent your CRM area in cross-functional forums, communicating clearly on priorities, risks, trade-offs, and performance, and helping stakeholders align around the right decisions
- Your First-Year Roadmap:
- Here’s what your journey at Blacklane could look like during this maternity cover:
- 0–3 months: Understand the landscape and sharpen priorities
- Build a strong view of the current CRM landscape across journeys, audiences, performance, tooling, and ways of working within your area
- Align with key stakeholders on the biggest opportunities, dependencies, and trade-offs within your remit
- Build a strong working relationship with your direct report and establish clear expectations, ownership, and ways of working
- Identify quick wins, operational risks, and the highest-value improvements to pursue first
- 3–9 months: Drive the roadmap and raise the standard
- Deliver a focused roadmap of lifecycle, segmentation, experimentation, and content improvements that create measurable impact
- Strengthen collaboration with Product, Data, Analytics, Brand, and Creative so CRM plans are well integrated and scalable across the global business
- Support and develop your CRM Manager through regular coaching, feedback, and prioritisation guidance
- 9–12 months: Scale impact and build for the next chapter
- Consolidate learnings into stronger playbooks, routines, and roadmap decisions for your area
- Scale the initiatives that are working, stop or reshape those that are not, and ensure your area is set up for sustainable impact rather than reactive delivery
- Leave behind a clear, well-prioritised roadmap and strong foundations for the next chapter of the global CRM strategy
Our take
Business transport for frequent travellers can be a difficult process. The pain of booking systems, invoicing, and inconsistent service quality are issues travellers regularly face, hindering business operations and causing unnecessary delays. Alongside this, Chauffeurs also experience empty cars due to non-optimised booking processes.
Blacklane aims at the higher end of the market, targeting corporate workers, executives and those with the means to pay extra for higher levels of service when they travel. Through a booking system available on the company's website and in-app, Blacklane provides a reliable high-end service with inclusive pricing and on-call customer support. Blacklane also works with chauffeurs, filling empty seats to optimise services.
The company was recently acquired by Uber, giving it access to Uber's global scale and technology, putting it in a very good position for future growth. With operations in over 500 cities across 60 countries, Blacklane is in an excellent position to expand its premium chauffeur services.
Freddie
Company Specialist at Welcome to the Jungle
Insights
19% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Oct 2024
$69.8m
SERIES G
Mar 2021
$26m
LATE VC
Total funding: $173.1m
Company benefits
- Personal development: Create a personal development plan. Set goals, learn new skills, and connect with a mentor to help you reach what you want to achieve. Budget for online courses, conferences, and books bolsters your learning journey
- Open feedback culture: Discover a company culture where open feedback and communication is valued. We offer monthly 1:1 chats with our C-level team members, as we believe feedback makes Blacklane a better place to work
- Virtual stock options: Take ownership of your work — literally — with our employee stock option plan. Shares vest over four years at no cost to you. Blacklane’s success is your success
- Flexible work environment: Your work and home lives should exist in harmony. With our hybrid model—working from the office, with flexibility to work from home—you and your team can find the balance that works best for you
- Social events: From Wednesday evening drinks at the office, to twice-a-year department events with budgets for every team, we offer plenty of opportunities to connect with your team and build relationships. And not to brag, but our company parties are legendary
- Blacklane Cares day: Every crew member receives 8 hours of paid leave per year to participate in volunteering initiatives of their choice or lead employee-driven community outreach projects. Utilize your time to lend hands to a cause that drives your passion
Company HQ
Schöneberg, Berlin, BE
Leadership
Dr. Jens Wohltorf
(Co-Founder & CEO)Prior to co-founding Blacklane in 2011, Jens spent 6 years at The Boston Consulting Group as a Principal.
Frank Steuer
(Co-Founder & Member of the Board)After co-founding Blacklane in 2011, Frank initially served as a Managing Director until 2021. Previously, they co-founded Firston where they served as the CTO for 3 years.
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