CRM Manager

Are you an ambitious CRM or Retention Specialist eager to own a high-impact, end-to-end customer strategy? A well-established heritage retail brand with a modern omnichannel vision is seeking a high-energy CRM & Loyalty Manager to transform customer lifetime value from our London office.

If you bring 3+ years of experience in retail or consumer-facing business, a sharp analytical focus, and a passion for personalized storytelling, this is your opportunity to step up, innovate our loyalty ecosystem, and drive game-changing commercial growth.

About the Role

This is an exciting, hands-on role with full strategic ownership. You won’t just analyse data—you’ll turn insight into action across every touchpoint, leading projects from initial spark and commercial planning through to automated campaign creation, execution, and continuous optimization.

Working in a collaborative, team-oriented office environment alongside the Head of Marketing, Commercial Director, and cross-functional teams (Trading, eCommerce, Retail, Insights), you will lead the planning and delivery of all customer email communications and maximize the lifetime value of our loyalty proposition.

Key Responsibilities

• End-to-End Campaign Creation: Design, segment, copywrite, and deploy engaging broadcast, lifecycle, and triggered multi-channel campaigns.
• Roadmap & Planning: Translate strategic direction into actionable annual, monthly, and weekly CRM and loyalty plans aligned with the commercial marketing calendar.
• Personalized Customer Journeys: Build dynamic automated workflows and smart segmentation to maximize retention, repeat purchases, and lifetime value.
• Platform Management: Own the day-to-day operation and expansion of the CRM platform and manage key agency and supplier relationships.
• Performance & Insights: Track weekly/monthly commercial metrics (incremental sales, margin, retention), turning data into actionable insights and continuous optimizations.

Experience Required

• 3+ years’ hands-on experience in CRM, Loyalty, Retention, or Lifecycle Marketing within a retail or consumer-facing business.
• Proven track record in campaign creation, automated customer journeys, segmentation, and personalization.
• Experience working with customer loyalty programs and driving member engagement and recruitment.
• Proficiency with enterprise customer data platforms (CDP/ESP).
• Strong commercial and analytical skills with the ability to turn transactional data into customer growth strategies.
• A creative mindset with compelling copywriting skills and a proactive, test-and-learn attitude.

What's On Offer

• Competitive Benefits: Generous annual leave (+ bank holidays), bonus incentives, pension scheme, and life assurance.
• Colleague Discounts: Outstanding staff discounts across our range of retail brands.
• Culture & Development: Collaborative office environment, regular sample sales, social events, wellness programs, and continuous learning and development opportunities.

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