Customer Relationship Manager

Founded in 1970, Jigsaw was the first premium fashion brand on the high street. Since then, the company has expanded worldwide to work with the finest mills, cutting edge photographers, up‑and‑coming models, and renowned architects. But the search for the best in the industry never stops. As our journey continues, we are looking for passionate and talented people to learn about Style & Truth: a set of values that sets us apart from the rest of the high street, a belief that everyone should feel empowered to embrace their own style, be true to themselves, and not slavishly follow the fashion world. This means putting style before trends and truth before hype.

KEY DUTIES AND RESPONSIBILITIES

• Lead the definition, scoping, and delivery of key automated CRM journeys, including welcome, retargeting, reactivation, birthday, and lifecycle flows, using a test‑and‑learn approach to optimise engagement and drive repeat purchase frequency.
• Successfully implement flows that improve repeat purchase and lifetime value metrics.
• Play a central role in shaping the CRM strategy, collaborating with internal teams, external agencies, and technology partners to deliver data‑driven, personalised 1:1 campaigns that contribute to measurable increases in customer retention and revenue.
• Plan, manage, and execute email and SMS campaigns aligned with the marketing and trading calendar.
• Monitor weekly BAU sends and automation performance, highlighting opportunities and risks, and implement action plans in partnership with the Digital Director, improving open rates and engagement metrics.
• Champion the use of first‑party data and CDP capabilities to create personalised, omnichannel campaigns, integrating CRM with digital media, e‑commerce, and in‑store initiatives.
• Forecast CRM database growth and deliver initiatives to expand the subscriber base, including onsite capture, in‑store data collection, re‑engagement campaigns, and loyalty programme enhancements, contributing to measurable database growth.
• Drive CRM innovation by testing and implementing new channels such as Direct Mail, Referral, and Review programmes, which have increased incremental reorder rates and strengthened customer advocacy.
• Develop and maintain CRM reporting dashboards, producing weekly performance reports that analyse campaign engagement, revenue contribution, unsubscribe trends, database health, and automation performance, providing actionable insights that inform optimisation and strategy.
• Collaborate closely with the Data Insight Lead, external agencies, and vendors to leverage customer behavioural insights, refine segmentation, and improve personalised communication, leading to higher engagement and conversion rates.
• Track and maintain strong email deliverability using SNDS and Google Postmaster Tools, protecting inbox placement and improving sender reputation.
• Lead loyalty, referral, review, and advocacy initiatives integrated into CRM journeys, increasing retention, purchase frequency, and turning customers into active brand promoters.
• Set CRM KPIs and campaign objectives, prioritising initiatives based on business value, and providing comprehensive reporting and strategic recommendations to senior stakeholders, demonstrating tangible ROI improvements.
• Stay updated on regulatory and privacy requirements, ensuring GDPR compliance across CRM practices.
• Utilise Ometria, Yotpo, and Wunderkind to drive automation, personalisation, and cross‑channel CRM performance, successfully scaling programmes and increasing overall campaign effectiveness.
• Stay up to date with new platform feature releases, industry news, and email marketing best practices, particularly regarding testing, design, personalisation, and deliverability.

WHY JOIN US?

• Be part of a brand with a rich heritage and a commitment to quality and creativity.
• Work in a collaborative, creative environment where your ideas and input are valued.
• Enjoy opportunities for professional growth and development.

BENEFITS

• 25 days holidays
• Fantastic Staff discount schemes – up to 50% (and 70% on 5 items per season)
• Life Assurance
• Pension
• Access to the Unum‑Help@Hand – Jigsaw's wellbeing and benefits provider, for a whole host of resources, support and discounts

We are committed to equality of opportunity for all staff and applications are encouraged from individuals regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marriage and civil partnerships or pregnancy and maternity.