At a Glance
- Tasks: Lead customer engagement strategies and drive loyalty initiatives across multiple channels.
- Company: A leading consumer retail business with a strong UK and Ireland presence.
- Benefits: Generous holiday allowance, staff discounts, health benefits, and excellent career progression.
- Other info: Hybrid working model with a collaborative team culture.
- Why this job: Shape the future of customer loyalty in a dynamic retail environment.
- Qualifications: Strong CRM experience and proven leadership in customer lifecycle marketing.
The predicted salary is between 65000 - 75000 £ per year.
Are you an experienced CRM and loyalty professional looking to take ownership of customer engagement strategy at scale? This is an exciting leadership opportunity to shape the future of a well-established omnichannel retail business, driving loyalty, retention, personalisation, and CRM transformation initiatives across multiple customer touchpoints.
They are a leading consumer retail business with a strong presence across the UK and Ireland. With a highly engaged customer base and a continued investment in digital, CRM, and customer experience, they are focused on delivering exceptional customer journeys across online and offline channels. The business offers a collaborative environment where CRM plays a central role in driving commercial growth and customer loyalty.
As Senior CRM & Loyalty Manager, you will lead the CRM and loyalty strategy, taking ownership of customer lifecycle marketing and loyalty programme development.
- Define and execute CRM and loyalty strategies in partnership with senior stakeholders
- Lead customer lifecycle marketing programmes and automated customer journeys
- Deliver CRM activity across email, web, mobile, and retail channels
- Provide reporting, forecasting, customer insight, and commercial recommendations
- Manage CRM technology projects from requirements gathering through to testing and deployment
- Drive personalisation and marketing automation initiatives
- Lead, coach, and develop a small CRM team
- Collaborate closely with analytics, technology, ecommerce, marketing, and retail stakeholders
Strong CRM and loyalty marketing experience within a retail, ecommerce, or consumer-focused environment. Proven ownership of customer loyalty programmes and lifecycle marketing strategies. Experience managing CRM campaigns across multiple customer channels. Strong understanding of CRM platforms, ideally including Salesforce technologies. Ability to deliver customer insight, performance reporting, and commercial recommendations. Experience working alongside technical, product, or IT teams on CRM projects. Excellent stakeholder management and communication skills. Strong analytical mindset with a focus on customer engagement and commercial outcomes.
Hybrid working with 2 days per week in the office. Generous holiday allowance. Staff discount programme. Pension scheme. Health and wellbeing benefits, including access to virtual healthcare support. Employee assistance programme. Excellent career development and progression opportunities. Opportunity to lead strategic CRM and loyalty initiatives with significant business impact.
If you are passionate about CRM, customer loyalty, and delivering customer-centric growth, apply today to learn more about this Senior CRM & Loyalty Manager opportunity.
Customer Relationship Management Manager in Scotland 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 Customer Relationship Management Manager in Scotland
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Harnham. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Harnham before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Relationship Management Manager in Scotland
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Harnham:Your cover letter is your chance to shine! Tell us why you want to work at Harnham specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Harnham!
How to prepare for a job interview at Harnham
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
