At a Glance
- Tasks: Lead customer insights and retention strategies to enhance customer experience and drive sales.
- Company: Join a dynamic Ecommerce team in a leading company focused on innovation.
- Benefits: Enjoy competitive salary, hybrid working, wellness support, and generous discounts.
- Other info: Collaborative environment with excellent growth opportunities and a focus on wellbeing.
- Why this job: Make a real impact by transforming customer data into actionable insights.
- Qualifications: 5+ years in CRM, strong analytical skills, and experience with email marketing.
The predicted salary is between 50000 - 65000 £ per year.
CRM & Customer Insight Manager
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.
Responsibilities
- 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)
Qualifications & Experience
- 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)
Benefits
- Competitive salary and holiday allowance
- Company performance related bonus
- A pension contribution
- An exclusive staff discount
- 24/7 healthcare appointment support
- Hybrid working - 3 days in office & 2 days from home and flex start/finish times
- External private employee wellbeing support
- Access to Perkbox
- Volunteer days
- Team Recognition scheme
- Training and Development
- Holiday carry‑over scheme
- Season‑ticket travel loan
- Cycle to work scheme
- Parental Leave support
- Team Ecommerce, Mental wellbeing support
- Holiday trading
- Additional holiday for length of service
- Company bonus scheme
- Generous discounts for you and friends and family
- Season ticket loan and cycle-to-work scheme
- Even more discounts with Perkbox
- #J-18808-Ljbffr
CRM & Customer Insights Manager employer: Joseph Joseph
As a Digital Marketing Executive at our company, you'll thrive in a dynamic and supportive work environment that prioritises employee growth and well-being. With competitive salaries, flexible hybrid working arrangements, and a strong focus on training and development, we empower our team to excel while enjoying exclusive benefits like generous discounts and wellness support. Join us in a vibrant location where your contributions directly impact our success and where your career can flourish.
StudySmarter Expert Advice🤫
We think this is how you could land CRM & Customer Insights Manager
✨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 Joseph Joseph 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 Joseph Joseph are looking for.
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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 Joseph Joseph 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 Joseph Joseph. Bring your business cards and be prepared to chat about how you can contribute!
We think you need these skills to ace CRM & Customer Insights Manager
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 Joseph Joseph. 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 Joseph Joseph:Show us that you’ve done your homework! In your application, briefly mention what you admire about Joseph Joseph’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 Joseph Joseph
✨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 Joseph Joseph 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 Joseph Joseph, 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.
