Role
We are seeking a strategic and customer‑centric CRM Manager with 3‑4 years of proven experience to join our dynamic team. Our key focus is to increase frequency and lifetime value by leveraging customer insight and trends to deliver relevant personalisation, collaborating with Paid Marketing to maximise impact across all touchpoints. The CRM Manager will be responsible for developing and implementing our email, SMS and app retention strategy across multiple sites, while managing one direct report (CRM Coordinator). Reporting into the Head of Digital Marketing, this role requires a strategic leader with strong CRM expertise, the ability to balance strategic retention goals with day‑to‑day trade demands, and a passion for data‑driven insight.
- Develop informed strategic customer‑focused initiatives to drive retention goals forward, while managing operational campaign delivery seamlessly
- Utilise CRM analytics platforms to monitor campaign performance, track key retention KPIs, and present strategic insights and recommendations to senior stakeholders and cross‑functional teams
- Leverage customer insights and behavioural data to create targeted segmentation strategies and deliver personalised experiences at scale
- Lead strategic utilisation of our Customer Engagement Platform (Braze) to optimise campaign delivery, automation workflows, and customer journey mapping
- Planning of email, SMS and push notification schedules, alongside internal stakeholders, ensuring alignment with broader business objectives for ‘pod’ of brands within remit
- Stay at the forefront of CRM trends and innovations, ensuring compliance with new regulations and identifying strategic opportunities for the business
- Champion customer‑centric thinking across the organisation and influence stakeholders to adopt retention‑focused strategies
- Provide strategic leadership and inspiring mentorship to CRM Coordinator
Person
- Previous experience in a CRM role, preferably within the retail or fashion industry
- Customer‑focused, strategic mindset, with the ability to balance long‑term retention goals with immediate operational needs
- Advanced understanding of CRM campaign and retention KPI’s, with the ability to analyse and articulate complex insights to senior stakeholders
- Advanced proficiency in data analysis and reporting tools such as Google Analytics, Tableau and Excel
- Strategic problem‑solver with hands‑on approach when needed, able to move between strategic planning and operational execution
- Excellent strategic communication and stakeholder management skills, with proven project management capabilities
- Proven leadership and people management skills with experience leading and inspiring junior team members
- Ability to work independently and lead teams within fast‑paced environments
- Nice to have: Experience in Braze is a plus but not essential
Benefits
- Free 24 hour virtual GP access
- Payday half days throughout the year
- Enviable discounted products
- Harrods discount
- Sample sales
- Gym discountsEnhanced pension scheme including life assurance
#J-18808-Ljbffr…