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- Tasks: Lead our CRM strategy, focusing on customer retention and lifecycle marketing.
- Company: Join Adanola, a brand on a mission to become everyone's everyday uniform.
- Benefits: Enjoy flexible work, a bonus structure, and 25 days holiday minimum.
- Why this job: Be part of an innovative team that values people and fosters growth.
- Qualifications: 6+ years in CRM with strong data-driven and leadership skills required.
- Other info: Work in a vibrant city-centre office with subsidised food and a well-being allowance.
The predicted salary is between 43200 - 72000 £ per year.
As Head of CRM, you’ll have full ownership of our customer retention and lifecycle marketing strategy. You’ll be responsible for developing and executing a regionalised, personalised CRM approach across both BAU and loyalty programmes with data at the heart of every decision. You’ll lead a high-performing CRM team and work closely with cross-functional stakeholders to ensure our customer communications are timely, tailored, and commercially impactful. This role combines strategic thinking, deep customer insight, and hands-on execution all with the goal of building deeper relationships and boosting customer lifetime value.
About your responsibilities:
- Own the end-to-end CRM function, with full responsibility for retention KPIs and customer data.
- Build and optimise regionalised and personalised CRM strategies across BAU and loyalty campaigns.
- Support on customer cohort modelling and work closely with Finance and Trading functions to support forecasting and performance projections with CRM metrics at their core.
- Develop data-led customer retention strategies rooted in behavioural insight, segmentation and lifecycle planning.
- Design, test, and optimise journeys across email, SMS and be on the pulse of emerging CRM channels.
- Build and lead a high-performing CRM team by setting clear goals, nurturing talent, and fostering a culture of innovation.
- Champion the use of customer data across the business, acting as the go-to for insight and reporting.
- Collaborate closely with eCommerce, Brand, Digital, Product, CS and Tech teams to drive unified customer journeys and strong commercial outcomes.
- Own campaign reporting, testing frameworks and ongoing optimisation of the CRM programme.
- Stay ahead of industry trends and ensure the brand is at the forefront of CRM innovation and best practice.
About you:
- 6+ years of CRM experience in a fast-paced, digital-first or eCommerce/D2C business.
- Strong understanding of customer segmentation, cohort modelling, and retention metrics – and how to translate these into commercial action.
- Hands-on experience with Shopify, Klaviyo, LoyaltyLion, and Dixa (or similar tools).
- Data-driven mindset with the ability to turn insight into strategy and storytelling.
- Excellent stakeholder management and communication skills – you know how to collaborate for impact across functions.
- Strong people management skills with the ability to build, motivate and lead a high-performing team.
Why Adanola?
We’re on a mission to becoming everybody's everyday uniform and we need great people with great attitudes to help work towards that. Adanola genuinely cares about the people we employ and as we grow will continue to always put People, Product and Profit, in that order. We’re just getting started so you need to be ready to roll your sleeves up and get stuck in but in the most exciting and challenging way.
As well as that, we offer a list of benefits to our Adanola employees:
- Bonus structure for all employees
- Day off on birthday
- 25-day holiday minimum
- An amazing city-centre office space
- Subsidised food at Everyday Café
- Private Medical Insurance
- Flexible workplace (3 days a week in office)
- Monthly well-being allowance
- 50% staff discount
Head of CRM employer: Adanola
Contact Detail:
Adanola Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of CRM
✨Tip Number 1
Familiarise yourself with the latest CRM tools and technologies, especially those mentioned in the job description like Shopify and Klaviyo. Being well-versed in these platforms will not only boost your confidence but also demonstrate your readiness to hit the ground running.
✨Tip Number 2
Showcase your understanding of customer segmentation and cohort modelling by preparing examples of how you've successfully implemented these strategies in previous roles. This will highlight your ability to translate data into actionable insights, which is crucial for this position.
✨Tip Number 3
Network with professionals in the CRM field, particularly those who have experience in eCommerce or D2C businesses. Engaging with industry peers can provide you with valuable insights and potentially even referrals that could strengthen your application.
✨Tip Number 4
Stay updated on the latest trends in CRM and customer retention strategies. Being able to discuss recent innovations or case studies during interviews will show your passion for the field and your commitment to keeping the brand at the forefront of CRM best practices.
We think you need these skills to ace Head of CRM
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your relevant CRM experience, particularly in customer retention and lifecycle marketing. Use specific examples that demonstrate your success in these areas.
Craft a Compelling Cover Letter: In your cover letter, express your passion for CRM and how your skills align with the responsibilities outlined in the job description. Mention your experience with tools like Shopify and Klaviyo, and how you can contribute to Adanola's mission.
Showcase Data-Driven Achievements: Provide concrete examples of how you've used data to inform your CRM strategies. Highlight any successful campaigns you've led that resulted in improved retention metrics or customer engagement.
Highlight Leadership Skills: Since this role involves leading a high-performing team, emphasise your people management experience. Discuss how you've motivated teams and fostered a culture of innovation in previous roles.
How to prepare for a job interview at Adanola
✨Showcase Your CRM Expertise
Make sure to highlight your extensive experience in CRM, especially in digital-first or eCommerce environments. Be prepared to discuss specific strategies you've implemented and the results achieved, particularly around customer retention and lifecycle marketing.
✨Demonstrate Data-Driven Decision Making
Since this role is heavily data-focused, come equipped with examples of how you've used customer data to inform your strategies. Discuss your experience with tools like Shopify, Klaviyo, and others, and how you've turned insights into actionable plans.
✨Emphasise Team Leadership Skills
As a Head of CRM, you'll be leading a team. Share your approach to building and motivating high-performing teams. Talk about how you set clear goals, nurture talent, and foster a culture of innovation within your team.
✨Prepare for Cross-Functional Collaboration
This role requires working closely with various departments. Be ready to discuss your experience in stakeholder management and how you've successfully collaborated with teams like eCommerce, Brand, and Tech to drive unified customer journeys.