At a Glance
- Tasks: Lead CRM strategies and create personalised customer experiences that drive loyalty.
- Company: Join Ann Summers, a market-leading high street brand with a vibrant culture.
- Benefits: Enjoy 31 days holiday, 50% staff discount, and your birthday off!
- Other info: Hybrid working model with a supportive team and excellent career growth opportunities.
- Why this job: Make a real impact on customer engagement and shape the future of our brand.
- Qualifications: Experience in CRM, strong analytical skills, and a passion for customer experience.
The predicted salary is between 40500 - 49500 £ per year.
CRM & Customer Manager
Based at our Head Office in Whyteleafe, Surrey (CR3 0GG), just outside of Croydon.
Hybrid working, 2 days at head office and 3 days working from home, plus flexi core hours.
Our benefits are worth getting excited about… 50% staff discount, colleague social events and a paid day off for your Birthday, to name a few!
We're looking for a customer-obsessed CRM & Customer Manager to lead the way we connect with, understand and engage our customers.
From shaping our CRM strategy to uncovering insights that drive personalisation, loyalty and retention, you'll play a key role in ensuring every customer interaction feels relevant, valuable and uniquely Ann Summers.
This is an exciting opportunity to join a market-leading high street brand and help shape the future of our customer experience.
You’ll influence decisions across the business, lead our talented CRM team, and create personalised experiences that keep our customers engaged, loyal and coming back for more
The role
Reporting to the Customer & Marketing Lead, you’ll help shape how we connect with our customers, turning data and insight into meaningful, personalised experiences that keep them engaged and coming back for more.
Working collaboratively across the business, you'll champion the voice of the customer, drive loyalty and growth, and lead a team to deliver customer-first strategies that make a real commercial impact.
- Delivering CRM initiatives and campaigns that bring the Ann Summers brand to life while driving measurable commercial results.
- Overseeing the performance and optimisation of CRM platforms, including Dotdigital and associated reporting tools.
- Producing regular customer insight and performance reporting, turning data into clear recommendations for the business.
- Leading the CRM and customer strategy, identifying opportunities to improve engagement, retention and customer value.
- Developing customer segmentation and audience strategies using behavioural, lifecycle and RFM analysis.
- Managing and growing our contactable customer database, ensuring data quality, compliance and effectiveness.
- Mapping and optimising customer journeys to improve personalisation, conversion and customer experience.
- Acting as the key contact for CRM systems, customer data feeds and third-party suppliers.
- Collaborating with teams across Marketing, Ecommerce, Trading, Buying, Design and Retail to deliver customer-led strategies.
- Managing and developing the CRM team, setting priorities and supporting growth and performance.
- Championing the Ann Summers values, acting as a role model in everything you do.
- What we’re looking for
- Proven CRM, customer marketing or customer insight experience, ideally within retail or ecommerce.
- Commercially minded, with a track record of driving customer loyalty and growth.
- A natural communicator, skilled at building relationships, influencing stakeholders and presenting insights.
- Experience leading, coaching and developing teams to deliver their best work.
- Data-driven with strong analytical and segmentation skills.
- Experienced in CRM platforms, lifecycle marketing and customer journeys.
- Curious, proactive and passionate about delivering great customer experiences.
- An affinity with our brand, products and values.
At Ann Summers, we are proud to continue embracing inclusion, diversity, and equity in our everyday practices, supporting our people to be themselves.
We are committed to building teams with a variety of backgrounds, skills, and views.
What do we bring to the party?
Being part of the AS team offers some fab benefits, not only is it a great business to be part of, but you will also enjoy:
- 31 days holiday (including Bank Holidays), plus an extra day for each year you’re with us, up to a set limit.
• Your birthday off, because it’s worth celebrating!
- Holiday purchase scheme for a little extra flexibility
- Workplace pension
- 50% staff discount and sample sales
- Reward Gateway that’s packed with perks and savings
- Regular social events and engagement initiatives
- Access to THRIVE, our brilliant learning platform
- Udemy Academy License
- Employee Support Programme via the Retail Trust
- Eye care vouchers
- Free onsite parking or a Season Ticket Loan
- A bit about Ann Summers
You might know us as the destination for must-have lingerie, or even the inventors of the Rampant Rabbit, and you’re right, but we’re SO much more than that…
We’re a unique brand that strives to EMPOWER, lives to PUSH BOUNDARIES, gets kicks off MAKING IT HAPPEN and is ALWAYS INCLUSIVE!
Our approach to AI in our recruitment process
Real people. Real connections. That’s how we hire. Tapping into the expertise of our Talent team and Hiring Managers to select, interview and hire exceptional talent.
During the application process we want to get to know you, your authentic self.
We welcome the use of AI as a support tool for any preparation, from sparking ideas to supporting your research, but it's essential that the final content is developed by YOU, and is a true reflection of your own thoughts, experience and voice.
After all you don’t want to match the crowd, you want to stand out!
Your candidate journey
If your application is successfully shortlisted, youwill be contacted for an initial telephone chat to discuss the role and your experience.
If your application progresses to the interview stage, you will first have a virtual interview with the Hiring Manager and a member of the Talent team.
Following this, you will be invited to Head Office to take part in an interactive, task-based interview.
We regret that due to high volumes, we are unable to acknowledge every application.
Applicants must have the legal right to work in the UK, unfortunately, we are unable to offer visa sponsorship for this position.
Ann Summers complies with all GDPR policies, and by responding to this ad, your details will be kept on record for a total of 12 months unless expressed otherwise.
- #HOL
- #J-18808-Ljbffr
CRM & Customer Manager employer: Annsummers.com
At Ann Summers, located in the vibrant area of Whyteleafe, Surrey, we pride ourselves on being an exceptional employer that values innovation and collaboration. Our unique work culture encourages creativity and problem-solving, while our comprehensive benefits package, including a generous 50% staff discount, ensures that our employees feel valued and supported. We are committed to fostering employee growth and development, making this an ideal place for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land CRM & Customer Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Annsummers.com. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Annsummers.com before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CRM & Customer Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Annsummers.com:Your cover letter is your chance to shine! Tell us why you want to work at Annsummers.com specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Annsummers.com!
How to prepare for a job interview at Annsummers.com
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
