At a Glance
- Tasks: Lead and optimise a dynamic loyalty programme while driving customer engagement.
- Company: Established retail organisation with a strong focus on customer experience.
- Benefits: Up to £75,000 salary, hybrid work, generous holiday allowance, and employee discounts.
- Other info: Collaborative culture with opportunities for career development and mentoring.
- Why this job: Shape CRM strategy and make a real impact on customer loyalty and retention.
- Qualifications: Experience in CRM, loyalty programmes, and strong analytical skills required.
Senior CRM & Loyalty Manager
London or Livingston (Hybrid, 2 days per week in office) | Up to £75,000
This is an excellent opportunity for an experienced CRM and Loyalty professional to take ownership of a well-established loyalty programme within a customer-focused retail business. You'll play a key role in shaping CRM strategy, driving customer engagement, and leading initiatives that enhance personalisation, retention, and commercial performance across multiple channels.
The Company
They are a well-established consumer retail organisation with a strong omnichannel presence and a significant customer base. The business continues to invest in CRM, digital capability, and customer experience to support future growth. Collaboration sits at the heart of their culture, with close partnerships across marketing, technology, analytics, and ecommerce teams. This role offers the opportunity to influence strategic decisions while leading a high-performing CRM function.
The Role
You will take ownership of the CRM and loyalty roadmap, driving customer engagement and delivering measurable commercial impact.
Key responsibilities include:
- Leading the evolution and optimisation of the company\'s loyalty programme.
- Defining CRM and customer retention strategy alongside senior leadership.
- Managing customer lifecycle programmes and automated customer journeys.
- Delivering multi-channel CRM campaigns across email, mobile, web, and retail touchpoints.
- Driving personalisation, customer engagement, and retention initiatives.
- Managing CRM technology and transformation projects from requirements gathering through to delivery.
- Working closely with analytics and technology teams to enhance platform capabilities and customer insight.
- Delivering reporting, forecasting, and performance analysis to support strategic decision-making.
- Presenting recommendations and commercial insights to senior stakeholders.
- Leading, mentoring, and developing a small CRM team.
Your Skills & Experience
- Strong commercial experience within CRM, customer lifecycle marketing, or loyalty.
- Experience working in a retail or ecommerce environment.
- Proven ownership of customer loyalty programmes and retention strategies.
- Strong knowledge of CRM campaign management and marketing automation.
- Experience with Salesforce, ideally including Marketing Cloud and loyalty-related functionality.
- Ability to work closely with technology teams on CRM implementations, enhancements, and projects.
- Strong analytical skills with the ability to translate data into actionable recommendations.
- Excellent stakeholder management and communication skills.
- Experience leading or mentoring team members.
- Comfortable presenting insights and recommendations to senior audiences.
What They Offer
- Salary up to £75,000.
- Hybrid working with 2 days per week in the office.
- Competitive employee discount scheme.
- Generous holiday allowance, including additional wellbeing days.
- Pension scheme and wellbeing support programmes.
- Access to healthcare and employee assistance benefits.
- Ongoing training and career development opportunities.
- The opportunity to shape CRM strategy and influence wider business transformation initiatives.
Senior CRM & Loyalty Manager in London employer: Harnham
Join a leading UK-based media organisation at the forefront of digital transformation, where your role as Director of Streaming Product and Growth will be pivotal in shaping the future of their subscription services. With a strong emphasis on innovation and a collaborative work culture, you'll have access to significant growth opportunities, competitive salary packages, and a performance-based bonus structure, all while working in a dynamic environment that values data-driven decision making and customer-centric strategies.
StudySmarter Expert Advice🤫
We think this is how you could land Senior CRM & Loyalty Manager in London
✨Show Your Creative Side
In marketing communications, standing out is key. Get creative with your application! Consider designing a mini-campaign or pitch that highlights your skills and understanding of the brand. Tailor it for Harnham and show them what you can bring to the table.
✨Engage in Marketing Communities
Get involved in local or online marketing communications groups. Check out platforms like Meetup for events and workshops. Networking here can lead to hidden job openings and valuable insights into the industry trends—this is where we often discover what companies like Harnham are looking for.
✨Leverage Social Media
Use platforms like LinkedIn and Twitter to showcase your passion for marketing communications. Share insights, articles, and your own content that resonates with the industry. Tagging or interacting with Harnham on these platforms can catch the eye of recruiters and show you're genuinely interested in them.
✨Attend Industry Events
Keep an eye out for marketing conferences and workshops. These are great places to meet potential employers face-to-face and make connections that could land you a full-time role at Harnham. Bring your business cards and be prepared to chat about how you can contribute!
We think you need these skills to ace Senior CRM & Loyalty Manager in London
Some tips for your application 🫡
Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit Harnham. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
Showcase Your Writing Skills:As you're diving into a marketing communications role, your writing ability is crucial. Include samples of your work, like blog posts, press releases, or social media campaigns in your application. This lets us see your style and how you engage with different audiences.
Tailor Your CV to Marketing:Your CV should highlight relevant marketing skills and experiences! Include specific tools or platforms you’ve used, like Google Analytics or social media management software. Mention any certifications or workshops related to marketing that you've completed – they can give you an edge!
Demonstrate Your Understanding of Harnham:Show us that you’ve done your homework! In your application, briefly mention what you admire about Harnham’s marketing approach or any recent campaigns that caught your attention. This can reveal your enthusiasm for the role and your genuine interest in joining our team!
How to prepare for a job interview at Harnham
✨Showcase Your Creative Campaigns
Get ready to flaunt your portfolio! Include examples of previous marketing campaigns you've worked on, especially those that showcase your creativity and strategy. Recruiters at Harnham will be keen to see how you conceptualise and execute campaigns, so highlight any measurable outcomes to back up your claims.
✨Know Your Digital Tools Inside Out
If you’re heading into a marketing-communications role, make sure you're comfortable discussing key digital marketing tools like Google Analytics, HubSpot, or Hootsuite. Expect some technical questions about how you've used these tools in the past, as they'll want to gauge your hands-on experience and how you analyse data to drive marketing decisions.
✨Be Ready for Scenario-Based Questions
At Harnham, they may throw some scenario-based questions your way, aimed at testing your problem-solving skills in real-life marketing situations. Think through potential challenges you’ve faced, how you navigated them, and be prepared to discuss your thought process and outcome.
✨Demonstrate Your Passion for Marketing
As you’re applying for a full-time position, show that you're not just looking for a job, but a career in marketing. Talk about the latest trends in marketing communications, your favourite campaigns, and why they inspire you. Your enthusiasm can really make you stand out and demonstrate that you’re committed to growing within the field.
