Overview
Wickes is a digitally led service enabled business undergoing extensive digital and data transformation. We have been recognised with the Digital Excellence Award at the Retail Week Awards 2026. We are looking for a data‑driven, customer‑centric CRM Manager to support the strategy, planning and execution of our design and installation portfolio.
Principal 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.
- Develop a robust T&L framework to drive optimal performance of communications programmes across core KPIs and objectives.
- Own campaign and programme evaluation and share learnings across teams.
- Identify 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.
- Serve as the subject matter expert for D&I from the CRM team, working collaboratively with the wider CRM team to identify broader programme opportunities.
- Identify and deliver data enrichment opportunities within the CDP to provide more relevant, timely customer communications.
- Use the CDP to create customer segments on a light‑touch ad‑hoc basis.
- Work cross‑functionally with marketing, commercial and customer care teams.
- Collaborate with relevant agency partners (CDP partner, CRM agency, analytics, advertising and content agencies).
- Manage the CRM budget.
- Provide support to a CRM Executive where required.
Skills & Expertise
- Considerable experience (5+ years) developing customer communications and CRM contact strategies that drive positive commercial outcomes.
- Experience 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 business and external partners to ensure clear understanding of dependencies, deliverables and 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 creating customer segments and data planning.
- Familiarity with data visualisation tools such as Data Studio, Looker, Google Analytics.
- Budget management experience.
- Strong Google Sheets/Excel skills.
What can we offer you?
You’ll be supported with learning and development and have the opportunity to grow and develop your career with us.
- 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 and cycle‑to‑work scheme.
Our wellbeing strategy includes health and wellbeing benefits and support, such as an Employee Assistance Programme, financial education & loans, and access to parental, menopause and fertility support. We offer the flexibility to make life work for you and allow you to do your best work.
If you meet some, but not all, of the above criteria we’d still love to hear from you.
Please contact us if you require any reasonable adjustments within the application process. For more information on reasonable adjustments, visit https://www.wickescareers.co.uk/reasonable-adjustments
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