Senior CRM Executive in Manchester

We are recruiting for a Senior CRM Executive to join our commercial team! The Senior CRM Executive is a key role within the CRM team, responsible for executing and optimising CRM activity across all channels for our global audience. The team broadly works across Database growth, Channel execution, Customer Understanding & Loyalty. This is a role for a well-rounded CRM expert, who can connect day-to-day execution to broader commercial and customer strategy. You will play a meaningful role in a small, ambitious team with big plans, where you can drive real impact as our business continues to scale.

Key Responsibilities

• Act as an advanced user across all CRM systems, ensuring we are maximising the current technology within the team and looking for opportunities to improve.
• Build and manage multi-channel automations, using customer behaviour to drive messaging.
• Manage CRM campaigns from planning through to execution, ensuring messages deliver value to both the customer and the business.
• Own the campaign planning process, working with broader teams to ensure CRM activity works alongside the broader communication plan.
• Identify opportunities for A/B testing, that improve both channel focused metrics and wider customer metrics (e.g. Clicks, conversions alongside Repeat rate & LTV).
• Monitor and continuously make suggestions for improvements to lifecycle and segmentation definitions and targeting strategy based on data.
• Identifying risks and opportunities by segment.
• Continuously look for ways to grow and maintain a healthy CRM database, that captures the best data to fuel future communication.
• Work across the loyalty scheme, to plan new ways to grow our member base and engage existing members. This includes managing day-to-day scheme activity, as well as supporting on the longer-term redesign of our existing Rewards Club.
• Be comfortable working with agreed forecasts and budgets, ensuring planned CRM activity supports delivery against session and revenue targets.
• Analyse performance of Automations, Campaigns, Loyalty and wider CRM activity. Drawing from data from multiple sources to build a comprehensive view of performance, confidently sharing with the team and with wider stakeholders.
• Collaborate with data teams to flag issues and opportunities within datasets.
• Build and maintain reporting that accurately captures channel, loyalty and wider customer metric performance.
• Design and analyse straightforward customer research, post-campaign feedback and customer reviews.
• Collaborate with wider teams to share voice of customer feedback and resolve friction points and enhance the end-to-end customer experience.

About you

• Demonstrable experience in a CRM or customer marketing role.
• Advanced knowledge of CRM platforms and associated tooling (ESP, loyalty systems, survey and event management tools). Klaviyo experience is an advantage.
• Strong hands-on experience of multi-channel campaign and automation execution (from planning through to execution and reporting).
• Experience working with customer data, segmentation and lifecycle management to drive relevant and timely messages.
• Comfortable working with CRM metrics including LTV and retention economics.
• Confident operating within UK and US data compliance frameworks (GDPR, CAN-SPAM).
• Experience designing, running and analysing A/B tests, translating results into clear actions.
• Strong analytical capability. Able to interpret CRM and customer data to generate actionable insights and recommendations.
• Working knowledge of HTML and/or CSS.
• Experience supporting budget tracking and business case development for proposed CRM activity.
• Experience managing loyalty programmes or working within a loyalty-led CRM environment.
• Proactive and solutions-focused, with strong attention to detail.
• Ability to manage multiple projects simultaneously and prioritise effectively.
• Comfortable working within a fast-paced environment, with the ability to respond well to changing priorities.
• Collaborative team player, with strong stakeholder management and communication skills.
• Commercially aware, with the ability to connect CRM activity to wider business outcomes.
• Committed to continuous improvement, learning, and testing new approaches.

Why Adanola?

We’re on a mission to become the go-to destination to shop your everyday uniform and we’re looking for talented, positive people to work towards this goal. As the company continues to grow at a fast pace, it’s an exciting time to be part of the journey. So, if you’re passionate, driven, and ready to make a real impact, we’d love to hear from you!

Some of the benefits we offer our employees:

• Business-wide bonus structure
• Regular in office wellness events
• Private Medical Insurance
• Flexible workplace (3 days a week in our Manchester office)
• 33 days holiday (inclusive of Bank Holidays)
• Day off on your Birthday
• 50% staff discount