Crm manager for customer retention in London

Описание: We're looking for a Senior CRM Manager to take ownership of customer engagement at Derek Rose. This is a hands‑on role with a lot of room to grow. The foundations are in place: reporting, segmentation, lifecycle flows and the start of a VIP programme. Now we need someone to get in, run it day to day, and take the business with them as we build CRM into a much bigger part of Derek Rose. You’ll do the work yourself: managing and improving our Klaviyo flows, writing copy, pulling the data, running tests and reporting back.

Задачи:

• Own the ongoing development and delivery of the CRM strategy, building on the foundations already in place to drive retention, frequency and lifetime value.
• Grow retention for a full-price brand without the ability to lean on discounts.
• Manage, update and improve our automated flows and lifecycle programmes in Klaviyo, from welcome to win-back.
• Own the campaign strategy and calendar, alongside Marketing’s plan, built around our three content pillars (inform, inspire and convert) so every send is right for its segment.
• Write our CRM email copy, working from Marketing’s creative direction, and check everything before it goes out.
• Own the day‑to‑day CRM communications plan, balancing trade and brand objectives.
• Test properly, including holdouts, so we know what’s working and put our time, sends and offers where they make a difference.
• Build our VIP programme from the early work we’ve started, deciding who qualifies, what they receive and how we measure success.
• Work with Retail and Client Experience so VIP customers are recognised in store, on the phone and by email.
• Focus the programme on recognition and access rather than points or discounts.
• Set out a CRM roadmap, work out what’s needed to deliver it and make the business case to get there faster.
• Hire and develop a junior email executive once the case is made.
• Build out our data and tech, improving data capture, personalisation and how our systems work together.
• Maintain and evolve our regular reporting to track customer behaviour through cohorts, repeat rate and lifetime value.
• 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.

Требования:

• You can run every part of a CRM channel yourself: strategy, build, copy, data and reporting.
• 6+ years’ experience in CRM, ideally within retail or ecommerce.
• You measure beyond opens and clicks.
• You think in cohorts, repeat rate and LTV, and you’ve run a proper test.
• Recent hands‑on experience in Klaviyo or similar: you can manage, rebuild and improve flows, segments and templates yourself, without an agency.
• Experience as the only or lead CRM person, delivering end to end without an agency or data team behind you.
• You write well, and you can say why a line works.
• You’ll write much of the copy yourself and edit the rest.
• Commercially minded, with the ability to balance brand and performance objectives.
• You’ve managed or developed someone.
• You enjoy working closely with senior leadership in an independent, family‑owned business.

Условия:

• Pension contribution.
• 25 days annual leave, plus bank holidays.
• Generous staff discount and regular sample sales.
• Confidential wellbeing and mental health support service.
• Office social events.

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