CRM & Loyalty Manager

We’re working with an established, Founder led group with a portfolio of brands in Bristol. The business is looking for a CRM & Loyalty Manager to take ownership of its consumer CRM channel, initially focusing on a core brand before rolling out activity across the wider portfolio. This is an opportunity to shape how the business engages its customers, with plenty of scope to improve existing activity and introduce new ideas.

The Role

You’ll own CRM from strategy and planning through to hands-on delivery, using customer data to create relevant communications that drive repeat purchases, retention and customer lifetime value. Working within Klaviyo, you’ll refine segmentation, improve the existing setup and build automated journeys spanning welcome, browse and basket abandonment, post-purchase and reactivation. Alongside this, you’ll manage the commercial email calendar, write copy, run tests and work closely with an in-house designer to deliver campaigns that feel right for the brand. You’ll also help develop the loyalty proposition, explore SMS and report on performance, connecting your activity to revenue and margin. Working alongside eCommerce, Brand & Content and Outreach colleagues, you’ll have ownership of the channel and the opportunity to make a visible commercial impact.

Skills & Experience

• Hands-on experience in CRM, email or lifecycle marketing within a consumer or eCommerce business, ideally selling physical products.
• Experience building, managing and improving automated customer journeys.
• A strong understanding of segmentation, personalisation, retention and customer lifetime value.
• Confidence analysing campaign, customer and behavioural data, and turning your findings into practical improvements.
• A commercial approach, with an understanding of how CRM contributes to revenue and profitability.
• Strong copywriting skills, a creative eye and an appreciation of brand consistency.
• The initiative to identify what needs improving, put a plan together and deliver it.
• Experience with Klaviyo would be useful, although knowledge of another CRM platform is equally welcome. Shopify experience would also be beneficial.
• You could be an experienced executive ready to take ownership of a channel, a junior manager, or a broader marketer who has developed a strong CRM specialism.

The role offers a salary of up to £45k with hybrid working of 2-3 days a week in Bristol. You’ll have the opportunity to shape a dedicated CRM function within an established business, work closely with an in-house designer and broaden your remit across a portfolio of brands as the channel develops.

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