CRM Manager (Klaviyo) - Fashion (A fast-growing menswear brand)- Circa £60k (Fashion Essential!)

CRM Manager – Fashion Hybrid London

A fast-growing menswear brand is scaling its marketing team and looking for a CRM Manager to lead customer retention and loyalty. Known for bold fabrications and standout design, this brand is expanding across ecommerce, retail, and wholesale — and this role will be central to driving repeat purchase and deeper engagement.

You’ll own the CRM roadmap, deliver multi‑channel campaigns, and shape how the brand connects with its audience — from lifecycle journeys to VIP clienteling.

Key Responsibilities

• Define and own Wax London’s CRM roadmap across a 1–3 year horizon.
• Align CRM strategy with ecommerce, retail, and wholesale priorities.
• Act as the voice of the customer across the business.

Data & Insight

• Capture, enrich, and segment customer data (behavioural, transactional, lifestyle, demographic).
• Provide actionable insights to inform trade, product, and marketing decisions.
• Define and report on KPIs: repeat purchase rate, RFM, LTV, and loyalty.
• Lead multi‑channel CRM campaigns across Email, and future touchpoints.
• Partner with creative teams to deliver personalised and impactful communications.
• Drive BAU campaigns (segmentation, A/B testing, optimisation) as well as brand storytelling moments.

Loyalty & Customer Experience

• Design and manage Wax London’s loyalty program, with focus on engagement, LTV, and premiumisation.
• Develop VIP and clienteling strategies to nurture top‑tier customers.
• Partner with retail teams to extend CRM beyond ecommerce into store experiences.
• Build advanced lifecycle journeys to optimise customer engagement.
• Use segmentation and predictive analytics to drive hyper‑personalised communications.

Cross-Functional Influence

• Collaborate with brand, product, retail, customer service, logistics, and ecommerce teams.
• Share insights across the business to ensure customer‑centric decision‑making.
• Work closely with external agencies and technology partners.

The Ideal Candidate

• 5+ years’ experience in CRM, customer retention, or marketing automation.
• Proven experience in ecommerce or fast‑paced retail, ideally fashion or lifestyle.
• Track record of increasing repeat purchase rates, LTV, and customer engagement through CRM.
• Experience designing loyalty programmes and running VIP/clienteling activations.
• Strong technical skills: hands‑on with ESP platforms (preferably Klaviyo), A/B testing, segmentation.
• Analytical thinker with experience in Google Analytics, CRM reporting, and database health monitoring.
• Comfortable with technical basics (HTML, SQL) to manage and optimise CRM execution.
• Strong communicator with ability to influence cross‑functional stakeholders.
• Creative mindset with an understanding of design principles for customer communications.
• Passionate about menswear and the Wax London brand.

Follow @Honorsearch Linkedin for all new and live roles!

Seniority level: Mid‑Senior level. Employment type: Full‑time. Job function: Marketing. Industries: Retail Apparel and Fashion.