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- Tasks: Lead and execute a dynamic CRM strategy to boost customer engagement and loyalty.
- Company: Join Russell & Bromley, a luxury fashion brand with a rich heritage and exciting growth plans.
- Benefits: Enjoy hybrid working, a vibrant office in Soho, and opportunities for professional development.
- Why this job: Be part of a transformative journey in a family-owned business with a strong commitment to style and quality.
- Qualifications: 4+ years in CRM, preferably in fashion, with strong analytical and communication skills.
- Other info: Manage a Data Analyst and collaborate with creative teams to shape customer experiences.
The predicted salary is between 36000 - 60000 £ per year.
Location: Head Office, Kingly St, London
Workplace Type: Hybrid (2 Days WFH)
Contract: Full Time
We’re looking for a CRM Manager to lead and deliver a best-in-class CRM strategy for Russell & Bromley. In this role, you will be responsible for driving customer acquisition, improving retention, and fostering long-term customer advocacy. Working closely with the Head of Marketing, you will leverage customer insights and CRM expertise to create an omni-channel strategy that spans across all touchpoints. This is an exciting opportunity to play a key role in driving engagement, loyalty, and revenue growth.
About the Company: Russell & Bromley is the destination luxury fashion footwear & accessories brand for the everyday. A leading force in British fashion with over 40 stores operating across the UK and Ireland. Combining European craftsmanship with a British glint in the eye, Russell & Bromley offers iconic style and on-trend design that empowers people to feel exceptional every day. Founded in Lewes in 1880, borne from a love story between Albion Russell’s daughter, Elizabeth, and George Bromley, today the business remains family-owned, operated, and proudly independent. The Russell & Bromley business is entering an exciting period of growth with Vision 2030, an ambitious five-year roadmap to fuel our future success, under the leadership of CEO Andrew Bromley. Strategic actions include a commitment to brand and product transformation, continued growth of our UK & IRE retail footprint, and accelerated international expansion. This is an exciting opportunity to join us at a key inflection point in the business, coinciding with the launch of our first seasonal collection with new Creative Director, Daniel Beardsworth-Shaw, and the relocation of our Global HQ to Kingly St. W1 in the heart of Soho. This will now be home to our in-house design, creative, and product studios. Do you want to be part of our next chapter?
About the Role:
- Own and execute the cross-channel CRM strategy, including measurement and reporting.
- Deliver targeted CRM campaigns (currently email-first) to drive customer success.
- Collaborate with cross-functional teams (marketing, e-commerce, retail, IT) to develop and implement CRM campaigns that support business goals from acquisition to loyalty.
- Work with platforms such as Emarsys, SAP, D365, Wunderkind, and GA to track data and inform decisions across all stages of the customer journey.
- Be the authority on customer and engagement health, providing ongoing insights and performance updates to the business.
- Full accountability for Russell & Bromley’s email channel, including strategic planning, segmentation, deployment, and performance measurement. Supported by digital marketing and content teams to design, build, and deploy weekly emails.
- Manage and monitor the Russell & Bromley loyalty program in partnership with the Head of Marketing.
- Direct line management of a Data Analyst.
- Forge a culture of customer-centricity, educating and informing business functions to drive strategic decisions.
- Direct management of 2 agencies, and collaborate with our media agency.
About You:
- Minimum of 4 years’ experience in CRM, ideally in a fashion/retail business.
- Proven experience with CRM campaign management and optimization.
- Strong track record with CRM software and analytics.
- Expertise in customer data & analytics with the ability to translate insights into actionable business decisions.
- Commercial and trade-focused mindset.
- Excellent communication skills with the ability to influence and inform key stakeholder decisions.
- Highly organized with the ability to balance day-to-day operations with long-term strategic projects.
- Experience with working with internal data servers (such as D365) and external CRM platforms (Emarsys, Wunderkind).
- Operational understanding of web platforms (Oracle/Salesforce/Shopify).
Due to the high volume of applications, we regret that we will only be able to contact successful candidates within two weeks.
CRM Manager employer: Russell & Bromley
Contact Detail:
Russell & Bromley Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Manager
✨Tip Number 1
Familiarise yourself with the specific CRM tools mentioned in the job description, such as Emarsys and D365. Having hands-on experience or even a basic understanding of these platforms can set you apart during discussions.
✨Tip Number 2
Showcase your ability to drive customer engagement by preparing examples of successful CRM campaigns you've managed in the past. Be ready to discuss how you measured their success and what insights you gained.
✨Tip Number 3
Research Russell & Bromley’s current marketing strategies and customer engagement initiatives. This knowledge will help you tailor your conversation and demonstrate your genuine interest in contributing to their growth.
✨Tip Number 4
Prepare to discuss how you would foster a culture of customer-centricity within the company. Think about strategies you could implement to educate other teams on the importance of CRM and customer insights.
We think you need these skills to ace CRM Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in CRM, particularly within the fashion or retail sector. Emphasise your achievements in customer acquisition and retention, as well as any specific CRM software you have used.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the brand and the role. Discuss how your skills align with their Vision 2030 and how you can contribute to their growth and customer-centric culture.
Showcase Your Analytical Skills: Since the role requires expertise in customer data and analytics, provide examples of how you've used data to inform decisions in previous roles. Mention specific tools like Emarsys or D365 that you are familiar with.
Highlight Collaboration Experience: The job involves working closely with various teams. Include examples of successful cross-functional projects you've led or participated in, showcasing your ability to influence and inform stakeholders.
How to prepare for a job interview at Russell & Bromley
✨Know Your CRM Tools
Familiarise yourself with the CRM platforms mentioned in the job description, such as Emarsys and D365. Be prepared to discuss your experience with these tools and how you've used them to drive customer engagement and retention.
✨Showcase Your Campaign Success
Prepare specific examples of successful CRM campaigns you've managed in the past. Highlight the strategies you employed, the results achieved, and how they align with the goals of Russell & Bromley.
✨Understand the Brand
Research Russell & Bromley’s brand values, history, and current market position. Being able to articulate how your skills and experiences can contribute to their Vision 2030 will demonstrate your genuine interest in the role.
✨Emphasise Collaboration Skills
Since the role involves working closely with various teams, be ready to discuss your experience in cross-functional collaboration. Share examples of how you've successfully worked with marketing, e-commerce, and IT teams to achieve common goals.
