Our client, a well-established multi-brand retail business with its Head Office in Peterborough, is looking for an experienced CRM Manager to take ownership of customer communications across its brand portfolio. This is a pivotal role focused on strengthening engagement, retention and loyalty, working hand-in-hand with trading and marketing colleagues to turn customer insight into commercially-driven campaigns across email, SMS, push, web and app.
If you're someone who thrives on data-led decision making, loves a good test-and-learn culture, and wants your work to have a direct line to sales performance, this could be a great next step.
The role:
- Take the lead on CRM strategy across email, SMS, push, loyalty, web and app, with customer engagement, retention and revenue as your north star.
- Plan and manage brand-specific communication campaigns that are commercially sharp, well-timed and aligned to trading priorities.
- Use segmentation, personalisation and customer data to sharpen campaign performance and lift customer lifetime value across territories.
- Build out and refine automated lifecycle journeys spanning welcome, retention, win-back and post-purchase touchpoints.
- Turn campaign and behavioural data into clear, actionable reporting for trading and marketing stakeholders.
- Drive a genuine test-and-learn mindset, running structured A/B tests across subject lines, creative, timing and targeting.
- Keep all activity compliant with brand standards, data protection rules, consent requirements and internal processes.
- Partner closely with trading, ecommerce, design and customer service to keep messaging joined-up across every channel.
- Lead and develop a CRM team, raising the bar on execution, accuracy and creative standards.
- Oversee the customer blocklist and resolve permission or preference queries escalated from Customer Services.
- Pick up ad-hoc projects as they arise across the CRM function.
What you'll bring:
- A solid grounding in CRM strategy, lifecycle marketing, retention and loyalty.
- Hands-on experience using data, segmentation and personalisation to build targeted campaigns.
- Sharp analytical skills — comfortable turning campaign data into real recommendations.
- A track record planning and optimising email, SMS, push and automated journey campaigns.
- Strong organisational skills, able to juggle multiple live campaigns and deadlines at once.
- A commercial mindset, focused on engagement, conversion, repeat purchase and lifetime value.
- Confident stakeholder management across marketing, trading, ecommerce and creative teams.
- Meticulous attention to detail, especially around data accuracy and campaign QA.
- Working knowledge of CRM platforms, ESPs, ideally Klaviyo, Google Analytics and Excel.
- Proven people leadership, with the ability to coach a team and embed a test-and-learn culture.
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