At a Glance
- Tasks: Lead the CRM strategy and enhance customer loyalty for a premium lifestyle brand.
- Company: Join a well-loved, growing premium lifestyle brand in London.
- Benefits: Competitive salary, creative environment, and opportunity to shape loyalty programmes.
- Other info: Work closely with senior leadership and an in-house creative team.
- Why this job: Make a real impact on customer retention and loyalty in a dynamic setting.
- Qualifications: 5+ years in CRM or loyalty marketing with strong creative and analytical skills.
The predicted salary is between 60000 - 80000 £ per year.
A well-loved, premium lifestyle brand with a growing retail footprint across the UK is looking for a CRM & Loyalty Manager to cover a 12-month maternity leave, starting at the end of August or in September, with a handover period built in. This is a meaty, hands-on senior role. You'd be a team of one, owning the full retention mix, email as the main focus, plus SMS, direct mail and brochure drops, while working closely with an in-house creative team, briefing designers and guiding copywriters. Beyond core retention, there's a brief to evolve an existing loyalty proposition (VIP events, private sales, store activations) and a genuine omnichannel opportunity to connect in-store and online customer data.
Key Responsibilities
- Own the end-to-end CRM strategy across email, SMS, direct mail and brochure
- Build, test and optimise customer journeys (welcome, post-purchase, reactivation, browse abandonment, loyalty)
- Brief and steer an in-house creative team on design and copy
- Segment audiences using behavioural, transactional and demographic data
- Manage retention and direct mail budgets, tracking spend and forecasting
- Evolve loyalty levers including VIP events, private sales and in-store activations
- Identify opportunities to connect the in-store and online customer experience
Skills & Experience Required
- 5+ years' CRM, retention or loyalty marketing experience within a luxury, premium or elevated brand (fashion, jewellery, made-to-order, subscription, or similar, sector agnostic)
- Strong balance of creative and analytical skills; comfortable briefing creative teams and troubleshooting data
- Experience with behavioural triggers and longer purchase journeys (not a fit for heavy discount/flash-sale environments)
- Hands-on experience with ESPs (Attentive experience helpful but not essential)
- Confident managing budgets and cross-functional stakeholders
Why Apply?
- Join a well-established, growing premium brand at an exciting stage
- Full ownership of the CRM and loyalty function
- Real scope to shape an evolving loyalty programme and omnichannel strategy
- Work closely with senior leadership and an in-house creative team
CRM & Loyalty Manager (12M FTC) in London employer: Major Players | B Corp™
Join a well-loved premium lifestyle brand in London, where you will have the opportunity to take full ownership of the CRM and loyalty function. With a strong focus on employee growth and a collaborative work culture, this role offers a unique chance to shape an evolving loyalty programme while working closely with a talented in-house creative team. Enjoy the benefits of a supportive environment that values diversity and inclusion, making it an excellent place for meaningful and rewarding employment.
