Senior CRM Manager in London

About Oh Polly

Founded in 2015, Oh Polly is a fast‑growing, social first fashion brand that creates trend‑driven, high‑quality premium products.

With a focus on innovation, global responsibility, and ethics, we’ve built a combined social following of over 10 million across our brands, including Bo+Tee, our activewear line.

Operating across multiple global offices, we are a dynamic team offering ambitious individuals the chance to thrive, grow, and take their careers to the next level.

The Role

This role requires a strategic, data‑driven CRM professional with strong technical expertise, commercial acumen, and the ability to deliver impactful customer engagement and retention strategies across global channels.

Key Responsibilities: CRM Strategy & Growth

• Build, enhance, and evolve the CRM function to deliver key business outcomes, including Customer Lifetime Value (CLTV), revenue per user, campaign engagement and conversion, loyalty subscriptions, and app downloads.
• Oversee the end‑to‑end execution of global CRM campaigns across email, SMS, Whats App, and push notifications to nurture customers, drive engagement, and increase sales.
• Develop and continuously optimise automated customer journeys to ensure communications are timely, relevant, and performance‑driven.
• Cross‑Channel Collaboration & Integration
• Represent CRM across departments and marketing channels to shape a unified, data‑led customer experience.
• Lead and project‑manage all CRM initiatives and channel integrations, ensuring alignment across marketing, insights, and technology teams.
• Partner with marketing, digital, e‑commerce, and product stakeholders to deliver a cohesive, cross‑departmental database growth strategy.
• Collaborate with creative teams to apply performance learnings briefing design on testing strategies and coordinate with partnerships teams to source relevant content for communications.
• Work closely with copywriters to share insights and drive A/B testing across tone, length, and topic, enhancing content performance and engagement.
• Own and manage the CRM planning calendar, including all A/B testing frameworks and schedules.
• Segmentation, Personalisation & Insights
• Develop and execute a cross‑channel, data‑driven segmentation strategy to enhance targeting, personalisation, and customer engagement.
• Balance brand‑building and trade‑led messaging through customer insight–driven campaign planning.
• Collaborate with internal and external insight teams to deepen customer understanding and refine CRM targeting strategies.
• Create bespoke and dynamic campaign plans to engage key customer cohorts, strengthen brand loyalty, and increase retention.
• Technology, Reporting & Team Leadership
• Act as the primary stakeholder for the ESP (Bloomreach), ensuring full utilisation of platform capabilities and maintaining a strong strategic partnership.
• Deliver weekly, monthly, and ad hoc performance reports, independently analysing results, extracting insights, and highlighting upcoming initiatives to the leadership team.
• Manage and develop CRM executives, providing training, mentorship, and upscaling opportunities to build team capability and performance.
• Governance & Compliance
• Serve as the Marketing GDPR representative, collaborating with key stakeholders to ensure all CRM and marketing activities fully comply with data protection and privacy regulations.

Skills & Requirements

• Proven experience in CRM management within a fast‑paced consumer, retail, or digital‑first environment.
• Demonstrated success driving commercial outcomes through CRM, including improvements in CLTV, engagement, conversion, and retention.
• Hands‑on experience with CRM/ESP platforms ( Bloomreach is essential
• Strong understanding of customer journey automation, personalisation, and segmentation strategies.
• Solid understanding of A/B testing methodologies and campaign optimisation techniques.
• Experience collaborating across departments to integrate CRM into broader marketing and business strategies.
• Excellent communication and stakeholder management skills.
• Strong project management and organisational abilities, with the capability to manage multiple priorities and deadlines.
• Up‑to‑date knowledge of GDPR and marketing compliance best practices.

What’s on offer?

• 50% discount on all Oh Polly, Bo+Tee products.
• An extra day off for your birthday
• Learning and development opportunities
• Company pension
• Company social events
• This Company is an equal opportunities employer

Oh Polly job positions are open to all suitably qualified candidates, regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex or sexual orientation.

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