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Wickes is a digitally led, service enabled business currently undergoing extensive digital and data transformation.
We scooped up the highly coveted ‘Digital Excellence Award’ at the prestigious Retail Week Awards 2026 too!
We’re now on the look out for a data driven, customer-centric CRM Manager to join the team to support the strategy, planning and execution of our design and installation portfolio.
You’ll be someone who can effectively engage with all levels of the business to design and drive forward the delivery of our multi-channel Design & Installation (D&I) CRM strategy to encourage more customers to shop with Wickes. You’ll have experience across planning, implementing and testing multi-channel communication programmes to drive positive behaviour change and ROI.
And it’s not just what you do, but how you do it that will make you a great fit at Wickes. You’ll be curious, a confident communicator and a collaborative team player who is looking to make their mark in a fast-paced environment with a winning team culture. You will also benefit from having an award-winning roster of agencies to support you in the activation of your plans.
The role will sit within the CRM Marketing Team reporting to the Head of CRM. You will be required to collaborate and work cross functionally with other internal teams across digital, marketing and the wider Wickes business, and our external partners.
Principle Accountabilities
Manage the strategy and execution of CRM programmes to support kitchen, bathroom, solar and renewable energy leads and customer journeys, including a clear content roadmap that works alongside the trading plan.
Development of a robust T&L framework to drive optimal performance of comms programmes across core KPI’s and objectives to ensure we continue to keep the ‘data to drive insights, and insights to drive action’ flywheel effectively turning.
Ownership of campaign and programme evaluation and the sharing of learnings across teams.
Identification of ways to optimise processes, including use of AI capability.
Develop a plan to test new and emerging channels with a relentless curiosity for what makes our customers tick and how/ where to best engage them.
Be the subject matter expert for D&I from the CRM team, working collaboratively with wider CRM team to identify wider programme opportunities to support objectives.
Identify and deliver data enrichment opportunities within the CDP to deliver more relevant, timely customer communications.
Ability to use the CDP product to identify and create customer segments on a light touch ad hoc basis.
Work cross functionally with other members of the marketing department as well as those in commercial and customer care teams.
Work and collaborate with relevant agency partners (CDP partner, CRM agency, plus analytics, advertising and content agencies).
Budget management.
Support provided to a CRM Exec where required.
Skills & Expertise
Considerable experience (5+ years) of developing customer communications and CRM contact strategies which drive positive commercial outcomes.
Experience of working with Customer Data Platforms to support CRM communication programmes and strategies (you will not be expected to build these campaigns yourself).
Strong stakeholder and agency management – liaising with the business and external stakeholders to ensure clear understanding of dependencies, deliverables and issues/risks.
Ability to present and demystify data and technical concepts in a simple and engaging way.
Strong experience of GDPR and Data protection requirements.
Experience of customer segment creation and data planning.
Familiarity using data visualisation tools such as Data Studio, Looker, Google Analytics.
Budget management experience.
Strong Google Sheets/Excel skills.
If you meet some, but not all, of the above criteria then we’d still love to hear from you.
What can we offer you?
You’ll be supported with fantastic learning and development and have the opportunity to grow and develop your career with us.
We’ll also equip you with a benefits package that includes
- Competitive bonus
- Flexible, hybrid working policy
- Save-as-you-earn scheme
- Private Medical and Life Assurance
- Enhanced contributory pension scheme
- Colleague discount
- Discount platform including savings and cash back at numerous retailers, savings on gym membership, cycle to work scheme
Our widely recognised wellbeing strategy is something we’re proud of at Wickes. As part of this, we offer a range of health and wellbeing benefits and support, including an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support.
By giving you the support you need to do well at work, and the flexibility to make life work for you. We are giving you a career that doesn’t put your life on hold. Where you can be yourself, do your best work, and make a positive difference every day.
You’ll work from our Support Centre in Watford, where our marketing team are based, along with our other support functions. We recognise the value of bringing our teams together to collaborate, support each other and build on our amazing culture. We are also encouraging our teams to work flexibly, with a blend of remote / office working.
About Us:
Wickes is a multi-channel retailer operating in the home improvement market. With 50 years in industry, Wickes now generates revenue in excess of £1.6bn across 230 stores delivered by 8,000+ colleagues.
But it is the Wickes’ culture that is considered its best kept secret; it’s a collaborative, down to earth, fun and inclusive environment where people feel part of a winning team. All our colleagues come from different backgrounds, but what we all have in common is a determination to succeed and a passion for being the best we can be. If that sounds like you, we’ll make you feel right at home.
Please contact us here if you require any adjustments within the application process. If you require any reasonable adjustments at the interview stage you will have an opportunity to inform us when we invite you to interview.
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