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- Tasks: Lead the development of our CRM strategy and enhance customer engagement.
- Company: Derek Rose, a dynamic retail brand focused on customer experience.
- Benefits: 25 days annual leave, generous staff discount, and wellbeing support.
- Why this job: Shape the future of customer relationships and drive real impact.
- Qualifications: 4-6 years in CRM, strong analytical skills, and experience with automation platforms.
- Other info: Hybrid work model with opportunities for career growth and innovation.
The predicted salary is between 36000 - 60000 £ per year.
We’re looking for a Customer Relationship Management (CRM) Specialist to establish and lead the next phase of our customer engagement strategy at Derek Rose. This is a new and exciting role, offering the opportunity to build the CRM function from the ground up, defining best practices, introducing new tools and ways of working, and shaping how we communicate with our customers.
You’ll lead the development and delivery of our CRM strategy to drive retention, frequency and customer lifetime value. You’ll take ownership of customer insight, segmentation and reporting, translating data into actionable strategies that bring personalisation to life across all customer touchpoints.
Working closely with the Marketing, eCommerce, Retail and Client Experience teams, you’ll ensure our customer communications are consistent, data-led and aligned with both brand and commercial goals. This is a fantastic opportunity for someone who enjoys creating structure, testing ideas and driving impact through insight and innovation.
What You’ll Be Doing:- Develop and implement regular reporting to understand 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.
- Lead the development and delivery of the CRM strategy to drive retention, frequency and lifetime value.
- Own automated flows and lifecycle programmes, from welcome to win-back, ensuring they are optimised, relevant and measurable.
- 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.
- Introduce 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.
- Design, launch and manage Derek Rose’s first loyalty or VIP programme, focused on rewarding loyalty and advocacy.
- Define the strategy, structure and rollout plan for the programme, ensuring it supports both brand positioning and commercial goals.
- Collaborate with Retail, Client Experience and Marketing teams to ensure a seamless and premium customer experience across all channels.
- Review 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.
- Establish clear ways of working and scalable processes to build out a best-in-class CRM function.
- 4–6 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 building automated flows, lifecycle campaigns and segmentation strategies.
- Demonstrated ability to launch or significantly evolve 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 and entrepreneurial approach, confident establishing new processes and building from scratch.
- A clear CRM strategy and framework established and embedded within the business.
- Improved retention, reactivation and repeat purchase rates.
- Effective use of segmentation and personalisation across all communications.
- A successfully launched loyalty or VIP programme that drives measurable engagement and advocacy.
- A scalable CRM function recognised as a key driver of customer growth and experience.
- Pension contribution.
- 25 Days annual leave, plus bank holidays.
- Generous staff discount and regular sample sales.
- Yearly eye testing.
- Confidential wellbeing and mental health support service.
Customer Relationship Management Specialist employer: Derek Rose
Contact Detail:
Derek Rose Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Relationship Management Specialist
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its CRM strategies. Be ready to discuss how your experience aligns with their goals. Show them you’re not just another candidate, but someone who’s genuinely interested in making an impact.
✨Tip Number 3
Practice your pitch! You want to be able to clearly articulate your skills and how they relate to the role. Keep it concise and engaging – think of it as your personal brand story that highlights your journey in CRM.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us.
We think you need these skills to ace Customer Relationship Management Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of CRM Specialist. Highlight your experience in customer insight, segmentation, and any tools you've used like Klaviyo. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Share your passion for CRM and how you can help us drive retention and customer lifetime value. Be sure to mention specific strategies or successes from your past roles that relate to what we’re looking for.
Showcase Your Analytical Skills: Since this role involves a lot of data interpretation, don’t shy away from showcasing your analytical prowess. Include examples of how you've used data to inform decisions or improve customer engagement in previous positions.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of applications and ensures you get all the updates about your application status. Plus, it shows you're keen on joining our team!
How to prepare for a job interview at Derek Rose
✨Know Your CRM Tools
Familiarise yourself with CRM platforms, especially Klaviyo, as it's mentioned in the job description. Be ready to discuss your hands-on experience and how you've used these tools to drive customer engagement and retention.
✨Showcase Your Analytical Skills
Prepare to talk about specific examples where you've interpreted customer data to inform strategies. Highlight any reporting you've developed that led to actionable insights, as this is crucial for the role.
✨Demonstrate Your Collaborative Spirit
Since the role involves working closely with various teams, think of examples where you've successfully collaborated across departments. Emphasise your communication skills and how you’ve influenced strategy through teamwork.
✨Bring Fresh Ideas
Research current trends in CRM and customer experience. Be ready to share innovative ideas on how you would enhance Derek Rose's CRM function, particularly around loyalty programmes and customer engagement strategies.
