At a Glance
- Tasks: Unlock customer data potential and create engaging loyalty programmes.
- Company: Join a global brand focused on innovation and customer connection.
- Benefits: Full-time role with competitive salary and flexible working arrangements.
- Other info: Opportunity for career growth in a dynamic, international environment.
- Why this job: Combine creativity and analytics to shape customer experiences at scale.
- Qualifications: Experience in CRM, data analysis, and campaign management.
The predicted salary is between 45000 - 55000 £ per year.
Working in close partnership with CRM leadership and data and analytics teams, the focus is on unlocking the full potential of customer data and technology to deliver meaningful engagement, strengthen retention, and build long-term loyalty. From designing highly targeted audience segmentation and delivering impactful triggered campaigns, to creating relationship‑led programmes that deepen customer connections, every initiative is rooted in insight and measurable performance. With a strong emphasis on innovation, the role also contributes to the evolution of an always‑on omni‑channel strategy and supports the development of future‑facing loyalty programmes across international markets. This is an opportunity to combine analytical thinking with creativity to shape customer experiences at scale and drive tangible business impact. If you're motivated by the challenge of turning data into meaningful customer connections at scale, this role offers the opportunity to shape how a global brand engages, retains and rewards its customers.
Driving a data‑led contact strategy across the full customer lifecycle, this position blends analytical thinking with creative execution spanning audience segmentation, triggered campaigns and relationship‑building programmes.
This is a full‑time role based at our Paddington Support Office a minimum of three days a week and is a salaried position.
What you'll do
- Maintain the CRM lifecycle: identifying new opportunities that will support key segments, monitoring existing campaign automations and looking for opportunities to optimise, including identifying opportunities to incorporate additional paid media channels.
- Manage the D2C International Loyalty program, actively monitoring the platform and reporting suites to ensure promotions are issuing correct and performance is as expected.
- Work with our data engineering and analytics teams to manage and maintain the requirements for the international customer data set.
- Support in the development of the contact strategy for the business‑as‑usual email program; utilising the email engagement segmentation as well transactional and behaviour audience attributes.
- Work with the CRM Campaign Manager to deliver a customer audience test and learn strategy, supporting the campaign team to deliver against key KPI targets.
Who you are
Your skills and experience will include: Advanced CRM.
Digital CRM Loyalty & Retention Manager - FTC employer: M&S
As a Digital CRM Loyalty & Retention Manager at our Paddington Support Office, you will thrive in a dynamic work culture that champions innovation and collaboration. We offer competitive benefits, including opportunities for professional development and growth, ensuring that you can advance your career while making a tangible impact on customer engagement strategies. Join us to be part of a global brand that values creativity and data-driven insights, all within a vibrant and supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Digital CRM Loyalty & Retention Manager - FTC
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your skills! Create a portfolio or case studies that highlight your experience with CRM strategies and customer engagement. This will give potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by practising common questions related to CRM and data analytics. Think about how you can demonstrate your analytical thinking and creativity in real-world scenarios.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Digital CRM Loyalty & Retention Manager - FTC
Some tips for your application 🫡
Show Your Analytical Side:Make sure to highlight your analytical skills in your application. We want to see how you can turn data into meaningful insights, so share examples of how you've used data to drive customer engagement or retention in the past.
Be Creative with Your Examples:When discussing your experience, don’t just stick to numbers. We love creativity! Share specific campaigns or programmes you've designed that showcase your ability to connect with customers on a deeper level.
Tailor Your Application:Take the time to tailor your application to our job description. We’re looking for someone who understands the nuances of CRM and loyalty programmes, so make sure your application reflects that understanding.
Apply Through Our Website:We encourage you to apply through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it gets to the right people!
How to prepare for a job interview at M&S
✨Know Your Data
Make sure you brush up on your understanding of customer data and analytics. Be ready to discuss how you've used data to drive engagement and retention in past roles. This will show that you can unlock the potential of customer insights, which is key for this position.
✨Showcase Your Creativity
Prepare examples of how you've designed targeted campaigns or loyalty programmes that have made a real impact. Highlight your ability to blend analytical thinking with creative execution, as this role requires both skills to shape customer experiences effectively.
✨Understand Omni-Channel Strategies
Familiarise yourself with omni-channel marketing strategies and be prepared to discuss how you've implemented them in previous roles. This will demonstrate your capability to contribute to the evolution of an always-on strategy, which is crucial for the job.
✨Ask Insightful Questions
Prepare thoughtful questions about the company's current CRM initiatives and future goals. This shows your genuine interest in the role and helps you understand how you can contribute to their success in building long-term customer loyalty.
