Case creates contemporary furniture, lighting and accessories that combine intelligent design, exceptional quality and enduring value. Working with leading international designers, we develop products that are made to last and designed for modern living.
We’re looking for a CRM & Web Manager to take ownership of our customer communications, website performance and digital customer experience. This is a hands‑on role for someone who enjoys combining data, creativity and commercial thinking, and who is passionate about design‑led brands.
The Role
Reporting into the Marketing team, you will be responsible for managing our CRM programme, maintaining and optimising the Case website, and ensuring our digital channels consistently deliver an exceptional customer experience.
You will work closely with internal teams and external agency partners to improve website performance, support e‑commerce growth and strengthen customer engagement throughout the customer lifecycle.
Key Responsibilities
CRM & Customer Lifecycle Marketing
- Own and manage the CRM strategy across email and customer marketing channels.
- Plan, build and execute automated customer journeys, including welcome, browse abandonment, basket abandonment, post‑purchase and re‑engagement flows.
- Create and manage campaign calendars, newsletters and promotional communications.
- Segment customer audiences to improve personalisation and campaign effectiveness.
- Monitor and report on key CRM metrics including engagement, conversion, retention and customer lifetime value.
- Develop testing and optimisation programmes to continuously improve performance.
- Manage the day‑to‑day running of the Case website.
- Continuously optimise website performance, usability and conversion opportunities.
- Maintain high standards of website housekeeping, ensuring content, navigation, links and product information remain accurate and up to date.
- Upload, format and manage photography, product imagery and other digital assets across the site.
- Coordinate new product launches, seasonal campaigns and website content updates.
- Work with developers and agency partners to identify, prioritise and implement website improvements.
- Monitor customer journeys and user behaviour to enhance the online experience.
Agency & Stakeholder Management
- Act as the primary point of contact for web development, CRM and digital agency partners.
- Manage agency relationships, project timelines and ongoing development priorities.
- Brief, coordinate and review agency work to ensure projects are delivered on time and to a high standard.
- Collaborate closely with marketing, creative, e‑commerce and customer service teams.
Data & Reporting
- Analyse website and CRM performance using analytics tools.
- Produce regular reports and actionable insights to support commercial decision‑making.
- Maintain customer database integrity and ensure compliance with GDPR requirements.
About You
- Experience in a CRM, e‑commerce, digital marketing or website management role.
- Strong experience with CRM and email marketing platforms such as Klaviyo, HubSpot or similar.
- Experience managing content within Shopify.
- Excellent organisational skills and strong attention to detail.
- Comfortable working with data, reporting and performance analysis.
- Confident managing external agencies and multiple projects simultaneously.
- Strong written communication skills and a customer‑focused mindset.
- Graphic design skills and proficiency in Adobe Creative Suite or similar design tools.
- An interest in contemporary design, interiors, furniture and homewares.
- Experience working within a premium retail, lifestyle or design‑led brand.
- Knowledge of SEO and e‑commerce best practices.
Why Join Case?
- Join a respected British furniture brand with a strong design heritage.
- Work alongside a passionate and collaborative team.
- Play a key role in shaping the customer experience and growth of our direct‑to‑consumer business.
- Opportunity to combine creativity, technology and commercial impact in a fast‑moving environment.
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