CRM Manager in London

We are looking to hire an experienced CRM Manager who will be responsible for the creation and delivery of an overarching retention and acquisition strategy across CRM channels. We are looking for someone who is passionate, creative and agile. Someone who thrives in a fast-paced environment, a forward-thinker, team player and all-round communicator, playing a pivotal part in the digital marketing team. This role will be based out of our central London office.

Key Responsibilities:

• Strategical lead within the CRM function. Steering a high performance team to ensure business and commercial objectives are met including: AOF, CLTV, revenue per user, Campaign engagement & conversion, Premier subscriptions, email subscriptions & app downloads.
• Overseeing the end to end management and execution of global email, push notification and SMS campaigns to nurture customers and deliver sales.
• Representing CRM, work across departments and marketing channels to shape and develop an integrated, data led customer journeys.
• Project and strategical lead for all CRM initiatives and channel integrations including: Formulating and delivering a cross channel, data driven segmentation strategy. Ensuring campaigns are relevant to customers through campaign personalisation and using insights to balance brand and trade messaging.
• Define & lead a cross departmental database growth plan. Using Bloomreach's recommendation engines to deliver hyper-personalised content.
• Create bespoke and dynamic campaign plans to target key cohorts of customers. Building brand loyalty and meeting customer objectives for the business.
• Collaborate with internal insights teams to build and enhance customer insights and data. Using this, further develop targeting and segmentation.
• Deliver weekly, monthly, quarterly and ad hoc reports highlighting achievements, upcoming projects and insights to the leadership team.
• Key stakeholder for ESP relationship, ensuring the technology is being used to its full potential and a strong working partnership is maintained.
• Monitor and develop ESP structure and architecture, ensuring database quality and validity is not compromised.
• Marketing GDPR representative. Regularly liaising with Legal and other business stakeholders to ensure all marketing team are in line with legislation.
• Manage CRM team hierarchy, identifying team growth areas and create development solutions through coaching, mentoring and knowledge sharing opportunities.

Your Skills, Knowledge and Experience:

• A creative, analytical and commercially driven individual.
• Highly data orientated with the ability to interpret data to drive actions.
• Experience within a CRM Management role.
• Broad knowledge of CRM platforms and ESPs.
• Highly organised and process driven.
• Demonstrable customer-centric thinking.
• Self-motivated and enthusiastic approach to work who excels in challenging environments.
• Actively keeps up to date, researching and reporting on new trends and industry best practice.
• Team player, able to work with multiple business functions to achieve objectives.

At Debenhams Group we thrive on change, innovation, and pace. Every challenge is an opportunity, and every day is a chance to push boundaries. If you are someone who embraces the unknown, thrives in a fast-moving, high-growth environment, and is ready to shape the future of retail, you will love it here. We want visionaries, disruptors, and doers—people who bring fresh thinking, relentless energy, and the drive to make an impact.

Our mission is to create a workplace where everyone is respected, individual differences are valued, and people can be themselves at work — without exception.

Our benefits include (subject to level and eligibility):

• Highly competitive bonus scheme, company pension, share schemes, private medical cover and life assurance.
• 20% discount across all brands.
• Comprehensive wellbeing package.
• Ongoing learning and development with strong internal progression.
• Free season ticket loan.