At a Glance
- Tasks: Lead customer engagement strategies and enhance loyalty programmes at Derek Rose.
- Company: Join a dynamic retail brand focused on customer experience and innovation.
- Benefits: Enjoy 25 days annual leave, generous discounts, and wellbeing support.
- Other info: Hybrid work model with opportunities for professional growth and collaboration.
- Why this job: Make a real impact by shaping customer relationships and driving brand loyalty.
- Qualifications: 5-6 years in CRM, strong analytical skills, and experience with marketing automation.
The predicted salary is between 60750 - 74250 £ per year.
Customer Relationship Management (CRM) Manager
Department
Direct to Consumer (DTC)
Location
London - Hybrid (4 days office-based, 1 day remote)
Contract
Full time, permanent
About the Role
We're looking for a CRM Manager to take ownership of customer engagement at Derek Rose.
This is a newly established function with strong foundations already in place — regular reporting, RFM segmentation, automated lifecycle flows and a live loyalty/VIP programme — and we need someone with the analytical rigour and creative drive to take it further.
You’ll own the CRM strategy end-to-end: turning customer insight, segmentation and reporting into personalisation that drives retention, frequency and lifetime value across every touchpoint.
Working closely with Marketing, e Commerce, Retail and Client Experience, you’ll keep our communications consistent, data-led and commercially sharp — ideal for someone who enjoys sharpening what's already working, testing new ideas, and turning insight into impact.
- What You’ll Be Doing
- Customer Insight & Reporting
- Maintain and evolve our regular reporting suite to track customer behaviour, lifetime value and retention trends.
- Own and evolve our customer segmentation strategy (including RFM), identifying opportunities to leverage segments to increase engagement and revenue.
- Champion the voice of the customer across the business, using insight to influence strategy and decision-making.
- Present clear, actionable insights that inform marketing, trading and brand activity.
- Own the ongoing development and delivery of the CRM strategy, building on the foundations already in place to drive retention, frequency and lifetime value.
- Own our automated flows and lifecycle programmes, from welcome to win-back, continuously optimising them for relevance and performance.
- Develop the email marketing strategy and calendar, working with the Marketing Manager to deliver high-quality, on-brand communications that resonate with distinct customer segments.
- Own the day-to-day CRM communications plan, balancing trade and brand objectives.
- Run a clear testing framework and performance tracking approach to continuously improve engagement and conversion.
- Monitor industry trends and bring fresh thinking to ensure Derek Rose stays at the forefront of CRM and customer experience best practice.
- Loyalty & VIP Programme
- Own and grow Derek Rose’s loyalty/VIP programme, ensuring it continues to reward loyalty and advocacy as the customer base evolves.
- Review and refine the programme’s strategy and structure as it matures, keeping it aligned with both brand positioning and commercial goals.
- Collaborate with Retail, Client Experience and Marketing teams to ensure a seamless, premium customer experience across all channels.
- Analyse performance and identify opportunities to refine and grow the programme over time.
- Partner cross-functionally to ensure CRM activity supports broader business objectives.
- Lead CRM-related projects that enhance data capture, personalisation and technology integration.
- Continue to refine ways of working and scalable processes that keep the CRM function best-in-class.
- What You’ll Need
- 5-6 years’ experience in CRM, ideally within retail or ecommerce.
- Strong analytical skills with proven experience interpreting customer and campaign data.
- Hands-on experience with CRM or marketing automation platforms — we use Klaviyo.
- Experience running automated flows, lifecycle campaigns and segmentation strategies.
- Demonstrated ability to manage and grow a loyalty or retention programme.
- Commercially minded, with the ability to balance brand and performance objectives.
- Excellent communication and stakeholder management skills.
- A proactive, collaborative approach — comfortable taking ownership of an established function and confident making it your own.
- What Success Looks Like
- The CRM strategy and framework further embedded, refined and evolved across the business.
- Improved retention, reactivation and repeat purchase rates.
- Effective use of segmentation and personalisation across all communications.
- Continued growth of the loyalty/VIP programme, with measurable gains in engagement and advocacy.
- A CRM function recognised as a key driver of customer growth and experience.
What We Offer
- 25 days annual leave, plus bank holidays.
- Generous staff discount and regular sample sales.
- Confidential wellbeing and mental health support service.
- #J-18808-Ljbffr
Customer Relationship Management Manager employer: Derek Rose
Join our vibrant team at the Congleton Silk Studio, where we prioritise a life-loving work culture that values creativity and precision in luxury garment making. As a Sewing Machinist, you'll enjoy a supportive environment with opportunities for personal growth, including potential advancement to a Team Leader role, alongside generous benefits like a 70% staff discount and a strong pension scheme. We believe in enhancing your work-life balance with set hours and a commitment to employee well-being, making us an excellent employer for those passionate about quality craftsmanship.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Relationship Management Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Derek Rose. 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 Derek Rose 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 Customer Relationship Management 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 Derek Rose:Your cover letter is your chance to shine! Tell us why you want to work at Derek Rose 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 Derek Rose!
How to prepare for a job interview at Derek Rose
✨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.
