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- Tasks: Lead CRM strategies to boost customer loyalty and retention for luxury brands.
- Company: Neve Jewels Group is transforming the fine jewellery shopping experience.
- Benefits: Enjoy a hybrid work model and be part of a dynamic team.
- Why this job: Shape customer engagement in a growing luxury market with innovative strategies.
- Qualifications: 3-5 years in CRM, strong analytical skills, and passion for retail.
- Other info: Join us to redefine customer experiences across digital and in-store platforms.
The predicted salary is between 42000 - 84000 £ per year.
CRM ManagerLocation: London – Hybrid (Head Office)
Reporting to: Head of Marketing
Brands: Austen and Blake, The Diamond Factory
About the Role:
We are seeking a data-driven and relationship-focused CRM Manager to lead the customer relationship strategy for both Austen and Blake and The Diamond Factory. This pivotal role is responsible for developing and executing CRM strategies that enhance customer retention, drive loyalty, and increase customer lifetime value across both digital and in-store touchpoints.
A core focus of this role is the development and execution of in-store relationship and clienteling strategies, ensuring retail teams are empowered with the tools, data, and insights to deliver personalised, high-impact customer experiences.
Key Responsibilities:
Develop and lead the end-to-end CRM strategy for both brands, ensuring alignment with commercial and brand goals.
Design lifecycle marketing programs across email, SMS, and other owned channels to support acquisition, retention, and re-engagement.
Segment and analyse customer data to develop targeted campaigns that improve engagement and conversion.
In-Store Clientelling & Relationship Building
Collaborate with retail leaders to implement effective clientelling strategies in-store, driving loyalty and increasing repeat visits.
Develop customer profiling systems and tools to support personalised service in-store.
Monitor and enhance customer experience touchpoints, ensuring continuity between online and offline channels.
Data & Insights
Work with the Data and Analytics team to track and report on key CRM KPIs (retention rates, repeat purchase behaviour, CLTV).
Translate customer insights into actionable plans for retail and digital teams.
Continuously optimise CRM initiatives through A/B testing and performance analysis.
Oversee the CRM platform(s), ensuring data integrity and optimising automation flows.
Evaluate and implement new tools or enhancements to support personalisation and campaign efficiency.
Cross-Functional Collaboration
Work closely with Marketing, Retail, E-Commerce, and Product teams to ensure cohesive messaging and brand experience across all channels.
Act as the CRM champion within the business, advocating for customer-first thinking in all strategic decisions.
Requirements
3–5 years of CRM experience, preferably in a multi-channel retail environment.
Proven success in developing and managing CRM programs, with a strong grasp of lifecycle marketing and retention strategies.
Strong analytical mindset; comfortable interpreting customer data and turning insights into action.
Experience with CRM platforms (e.g., Salesforce, Klaviyo, Attentive) and customer data platforms (CDPs).
Excellent communication and stakeholder management skills.
Passion for luxury or premium retail is a plus.
Why Join Us?At Austen and Blake and The Diamond Factory, we\’re redefining customer experience in the fine jewellery space. This is an exciting opportunity to lead CRM across two distinctive and growing brands, shaping how we connect with customers both online and in person. If you\’re passionate about customer engagement, personalisation, and building meaningful relationships, we want to hear from you.
Seniority levelAssociate
Employment typeFull-time
Job functionMarketing
IndustriesLuxury Goods & Jewelry
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CRM Manager employer: Neve Jewels Group
Contact Detail:
Neve Jewels Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Manager
✨Tip Number 1
Familiarise yourself with the latest CRM tools and platforms, especially those mentioned in the job description like Salesforce and Klaviyo. Being well-versed in these systems will not only boost your confidence but also demonstrate your readiness to hit the ground running.
✨Tip Number 2
Showcase your analytical skills by preparing examples of how you've used data to drive customer engagement and retention in previous roles. Be ready to discuss specific metrics and outcomes during any interviews.
✨Tip Number 3
Network with professionals in the luxury retail sector, particularly those who have experience in CRM. Engaging with industry peers can provide valuable insights and potentially lead to referrals that could enhance your application.
✨Tip Number 4
Prepare to discuss your approach to clienteling strategies and how you would empower retail teams to deliver personalised experiences. Having a clear vision on this topic will set you apart as a candidate who understands the importance of in-store relationships.
We think you need these skills to ace CRM Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant CRM experience, particularly in multi-channel retail environments. Emphasise your success in developing and managing CRM programmes, as well as your analytical skills.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer engagement and personalisation. Mention specific examples of how you've successfully implemented CRM strategies in the past, and how they align with the goals of Austen and Blake and The Diamond Factory.
Showcase Your Analytical Skills: Since the role requires a strong analytical mindset, include examples of how you've used data to drive decisions in previous roles. Discuss any experience you have with CRM platforms and customer data analysis.
Highlight Cross-Functional Collaboration: Demonstrate your ability to work collaboratively across different teams. Provide examples of how you've partnered with marketing, retail, or e-commerce teams to enhance customer experiences and ensure cohesive messaging.
How to prepare for a job interview at Neve Jewels Group
✨Know Your CRM Tools
Familiarise yourself with popular CRM platforms like Salesforce and Klaviyo. Be prepared to discuss your experience with these tools and how you've used them to drive customer engagement and retention.
✨Showcase Your Analytical Skills
Be ready to demonstrate your ability to analyse customer data and translate insights into actionable strategies. Prepare examples of how you've improved customer retention or engagement through data-driven decisions.
✨Understand the Brand's Customer Experience
Research Austen and Blake and The Diamond Factory to understand their brand values and customer experience. Think about how you can enhance their CRM strategy to align with their luxury positioning.
✨Prepare for Cross-Functional Collaboration
Since this role involves working closely with various teams, be prepared to discuss your experience in cross-functional collaboration. Highlight instances where you've successfully worked with marketing, retail, or e-commerce teams to achieve common goals.
