Senior Manager Customer Relationship Management

Location: London, UK (Hybrid – 4 days onsite)

Reporting To: Director of Ecommerce

Overview

We are partnering with a leading retail and ecommerce business to appoint a Senior CRM & Digital Marketing Manager to lead customer acquisition, retention and lifecycle marketing strategy across multiple consumer brands.

This role will own the end-to-end digital customer journey, driving growth through CRM, loyalty, paid and organic digital channels, whilst optimising customer engagement and commercial performance. The successful candidate will lead a cross‑functional CRM and digital marketing team, manage agency relationships and work closely with Ecommerce, Trading, Retail and Insight teams.

Key Responsibilities

• Define and deliver CRM and digital marketing strategy across all channels and markets
• Own performance against revenue, traffic, retention and cost‑of‑sale targets
• Lead, mentor and develop the CRM and Digital Marketing team
• Identify trends and implement commercially effective marketing initiatives
• Act as a senior stakeholder across the business
• Develop customer retention, reactivation and loyalty strategies
• Own and enhance the CRM platform and customer segmentation capabilities
• Deliver cross-channel CRM campaigns across email, SMS, app push, paid media and onsite channels
• Drive customer database growth and engagement
• Ensure GDPR, consent and customer data compliance
• Manage acquisition strategy across PPC, SEO, affiliates, display and paid social
• Oversee advertising budgets, ROAS and campaign performance
• Optimise audience targeting, remarketing and product feed performance
• Support international traffic growth initiatives
• Produce KPI reporting, forecasting and campaign analysis
• Deliver insight‑led recommendations to senior stakeholders
• Monitor spend and optimise marketing performance across channels
• Manage CRM and Digital Marketing team members
• Oversee agency relationships across CRM, SEO, PPC and affiliate channels
• Support team coaching and development initiatives

Skills & Experience

• 4+ years’ experience in CRM and/or Digital Marketing within retail, ecommerce or fashion
• Strong experience across CRM, lifecycle marketing and digital acquisition channels
• Commercially driven with experience managing budgets and performance metrics
• Strong knowledge of Google Analytics, GTM and digital marketing platforms
• Excellent stakeholder management and communication skills
• Strong analytical, reporting and organisational capability
• Experience with loyalty or rewards programmes
• Understanding of customer segmentation and personalisation
• Passion for retail, ecommerce or lifestyle brands

Personal Attributes

• Commercially minded and data-driven
• Organised, proactive and adaptable
• Comfortable balancing strategy with hands‑on execution
• Collaborative and confident working within fast‑paced environments

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