Forward Role are partnering with an established and fast-growing luxury ecommerce business that operates two of the UK's leading online designer retailers.
CRM Manager
Circa £55k (potential to go higher DOE)
Hybrid working (2 days onsite and 3 remote)
Richmond, London
With a global customer base and an extensive portfolio of premium brands, the business has built a strong reputation for delivering exceptional products and service to customers worldwide.
Following the successful combination of two established brands, the company is entering an exciting new phase of growth. With a customer database built over many years and hundreds of thousands of customer interactions, CRM has been identified as one of the biggest commercial opportunities within the business.
The role:
This is a fantastic opportunity for an ambitious CRM Manager to take ownership of customer retention, lifecycle marketing and customer value across both brands.
Working closely with senior leadership and cross-functional teams, you'll have the autonomy to shape CRM strategy, build best-in-class customer journeys and make a measurable impact on revenue, loyalty and long-term business growth.
Responsibilities:
- Own and deliver the CRM strategy across email, SMS, customer segmentation, automation, loyalty and retention to drive customer engagement and revenue.
- Develop and optimise customer lifecycle journeys to increase repeat purchases, customer lifetime value and long-term retention.
- Analyse CRM performance and customer data to identify opportunities, measure success and provide clear reporting.
- Collaborate with Trading, Marketing, Ecommerce and Customer Service teams to maximise the value of every customer relationship.
- Build and continuously improve best-in-class automated CRM programmes that deliver measurable commercial results.
What we’re looking for:
- 3+ years' CRM experience within an multi-brand ecommerce environment, with a strong understanding of customer lifecycle marketing.
- Hands-on experience with email marketing, automation and CRM platforms such as Klaviyo, alongside customer segmentation strategies.
- Strong analytical and commercial mindset, with confidence using data, reporting tools and AI for marketing and customer insights.
- Experience in luxury, fashion, retail or eyewear, with knowledge of Shopify, SMS marketing or loyalty programmes being advantageous.
- SQL or advanced data analysis skills would be beneficial but are not essential.
