CRM & Customer Insights Manager in London

At Joseph Joseph, we are driven by a simple yet powerful belief — that intelligent design has the ability to transform everyday living. We create distinctive, thoughtfully engineered products that not only solve real-world problems but also bring joy, beauty, and functionality to daily life. Headquartered in London, we have grown into one of the world’s most admired houseware brands, with a presence in over 100 countries and partnerships with leading department stores, independent retailers, and a rapidly expanding e-commerce business.

We are looking for a talented CRM & Customer Insight Manager to join the Ecommerce Team. Reporting directly to the Head of Digital Marketing & CRM, you will also be responsible for the day-to-day management of a CRM Executive.

What you will be doing:

• Oversee the retention strategy to drive customer lifetime value, repeat purchase rate and frequency through a deep understanding of customer behaviour and insight-led decision making.
• Lead the development of a customer insight function, turning behavioural and transactional data into clear, actionable insights and recommendations for the business.
• Own customer segmentation strategy (lifecycle, value, behavioural, affinity) to enable effective targeting and personalisation across all channels.
• Build and own a customer measurement framework including LTV, retention, churn, cohort analysis and segment contribution.
• Analyse the end-to-end customer journey to identify friction points, opportunities and growth levers.
• Deliver regular reporting and insight packs (weekly, monthly, ad hoc) with clear narratives and commercial actions.
• Partner closely with Ecommerce, Brand, Trading and Product teams to embed customer insight into planning and decision-making.
• Own and manage the Email marketing strategy: planning, briefing, A/B testing, reporting and optimisation across campaigns and lifecycle journeys.
• Own and manage the SMS marketing strategy: planning, testing, reporting, performance optimisation and budget management.
• Manage and evolve lifecycle programmes across acquisition, onboarding, repeat and reactivation.
• Own and optimise the loyalty programme, focusing on engagement, incremental revenue and retention impact.
• Forecast revenue from New and existing customers and model the impact of retention initiatives to inform budgets and targets.
• Grow and enrich the customer database, leveraging first-party data strategies across onsite capture, paid media and preference centres.
• Ensure ongoing database management and governance, maintaining data quality and GDPR compliance.
• Own the CRM and customer insight roadmap, prioritising initiatives based on impact and effort (e.g. personalisation, referrals, testing roadmap).
• Work closely with Ecommerce, Brand and Digital Design teams on campaign planning and execution.
• Manage relationships with key partners (ESP, SMS and Loyalty platforms).
• Managing and resolving any customer-related queries that may arise directly from your channels (e.g. loyalty queries, email queries, data deletion requests etc).

What we need from you:

• Analytical mindset and comfortable working with customer data.
• 5+ years’ experience in a similar CRM role.
• Experience managing email marketing for a similar sized business.
• Experience managing a loyalty programme for a similar sized business.
• Competent presentation skills and the ability to present to the wider team on a weekly, monthly and ad hoc basis.
• Understanding of current GDPR compliance regulations.
• Familiarity with standard customer data definitions and building reports based on these (New/Existing, lifecycle stage etc).
• Experience managing a direct report/s.
• Experience working with CRM and marketing automation platforms, with the ability to quickly adapt to new tools (e.g. Ometria, Klaviyo or similar).

What you will get from us:

• Competitive salary and holiday allowance.
• Company performance related bonus.
• Hybrid working – 3 days in office & 2 days from home and flex start/finish times.
• External private employee wellbeing support.