Senior Digital Marketing Manager & CRM in London

Quest Search & Selection are working with a leading UK retail brand to recruit a Senior CRM & Digital Marketing Manager to lead the development and delivery of a fully integrated customer growth strategy. This is a senior, high-impact role responsible for shaping how the business attracts, engages and retains customers across digital and physical touchpoints. You will own the end-to-end customer journey from first interaction through to long-term loyalty using data, insight and performance marketing to drive sustainable commercial growth.

Working cross-functionally with Ecommerce, Trading, Marketing, and Retail teams, you will play a key role in improving acquisition efficiency, strengthening customer retention and increasing lifetime value. You will also lead a small team and manage external agency partners across CRM and digital performance channels.

• Customer Growth Strategy
  • Define and deliver a unified customer growth strategy across acquisition, engagement, retention, and reactivation.
  • Own performance against core commercial KPIs including revenue contribution, traffic growth, conversion, and customer value.
  • Translate customer insight and trading data into actionable marketing strategies.
  • Act as a senior voice for customer marketing across the wider business.
  • Lead, coach, and develop a small marketing team.
• CRM & Customer Lifecycle
  • Own the CRM strategy and lifecycle marketing framework.
  • Develop and optimise automated customer journeys across key lifecycle stages (onboarding, retention, win-back, reactivation).
  • Improve customer segmentation, targeting, and personalisation strategies.
  • Oversee CRM platform capability and ensure effective use of customer data.
  • Deliver multi-channel CRM activity across email, SMS, push notifications, and onsite messaging.
  • Support the development of customer engagement and loyalty initiatives.
  • Ensure compliance with all data privacy and consent regulations.
• Digital Acquisition & Performance Marketing
  • Own and optimise digital customer acquisition strategy across key performance channels.
  • Manage marketing investment across paid search, paid social, SEO, affiliates, and display.
  • Drive efficient customer acquisition while improving return on marketing spend.
  • Oversee audience targeting, campaign optimisation, and remarketing activity.
  • Work closely with agencies to improve performance and identify growth opportunities.
• Channel & Campaign Management
  • Manage day-to-day performance of paid digital channels including search and social.
  • Optimise campaigns to improve efficiency, conversion, and scale.
• Organic Growth
  • Oversee SEO strategy and agency delivery across technical, content, and onsite improvements.
  • Drive continuous improvements in organic visibility and traffic.
• Affiliate & Partner Marketing
  • Develop and manage affiliate and partnership strategy.
  • Oversee commercial agreements and performance optimisation.
• CRM Execution
  • Own CRM communications across lifecycle stages.
  • Ensure campaigns are commercially aligned, data-led, and customer relevant.
  • Improve engagement and conversion across owned channels.
• Reporting, Insight & Forecasting
  • Own performance reporting across CRM and acquisition channels.
  • Use data, testing, and insight to optimise customer marketing performance.
  • Forecast revenue impact of marketing activity and support budget planning.
  • Present findings and recommendations to senior stakeholders.
  • Monitor and adjust spend based on performance and trading conditions.
• Leadership & Stakeholder Management
  • Lead and develop CRM and digital marketing team members.
  • Manage external agencies across CRM, paid media, SEO, and affiliates.
  • Collaborate closely with Ecommerce, Trading, Retail, and Insight teams.
  • Drive a culture of performance, accountability, and continuous improvement.

• Essential Experience
  • 5+ years’ experience in CRM, digital marketing, or ecommerce growth roles.
  • Strong experience across both customer retention and digital acquisition.
  • Proven track record of delivering commercial results in a retail or consumer environment.
  • Experience managing digital marketing budgets and performance targets.
  • Strong understanding of CRM systems, segmentation, and lifecycle marketing.
  • Experience managing teams and external agencies.
  • Strong analytical skills and confidence working with performance data.
• Desirable Experience
  • Experience within retail, fashion, or consumer lifestyle sectors.
  • Exposure to customer loyalty or retention programmes.
  • Experience working across multi-channel customer journeys.
  • Strong understanding of digital customer acquisition strategies at scale.

• Commercially focused with a strong data-driven mindset.
• Comfortable operating across both strategic and hands-on delivery.
• Strong communicator with the ability to influence senior stakeholders.
• Highly organised, proactive, and solution-oriented.
• Thrives in fast-paced, performance-led environments.
• Collaborative and team-focused.