At a Glance
- Tasks: Lead CRM and digital marketing strategies to enhance customer engagement and drive growth.
- Company: Join a leading retail and ecommerce business in a dynamic London environment.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional development.
- Other info: Collaborative team culture with excellent career progression opportunities.
- Why this job: Make a real impact on customer journeys and brand loyalty across multiple consumer brands.
- Qualifications: 4+ years in CRM or digital marketing, with strong analytical and communication skills.
The predicted salary is between 60000 - 75000 £ per year.
Location: London, UK (Hybrid - 4 days onsite)
Reporting To: Director of Ecommerce
Overview
We are partnering with a leading retail and ecommerce business to appoint a Senior CRM & Digital Marketing Manager to lead customer acquisition, retention and lifecycle marketing strategy across multiple consumer brands. This role will own the end-to-end digital customer journey, driving growth through CRM, loyalty, paid and organic digital channels, whilst optimising customer engagement and commercial performance. The successful candidate will lead a cross‑functional CRM and digital marketing team, manage agency relationships and work closely with Ecommerce, Trading, Retail and Insight teams.
Key Responsibilities
- Define and deliver CRM and digital marketing strategy across all channels and markets
- Own performance against revenue, traffic, retention and cost‑of‑sale targets
- Lead, mentor and develop the CRM and Digital Marketing team
- Identify trends and implement commercially effective marketing initiatives
- Act as a senior stakeholder across the business
- Develop customer retention, reactivation and loyalty strategies
- Own and enhance the CRM platform and customer segmentation capabilities
- Deliver cross-channel CRM campaigns across email, SMS, app push, paid media and onsite channels
- Drive customer database growth and engagement
- Ensure GDPR, consent and customer data compliance
- Manage acquisition strategy across PPC, SEO, affiliates, display and paid social
- Oversee advertising budgets, ROAS and campaign performance
- Optimise audience targeting, remarketing and product feed performance
- Support international traffic growth initiatives
- Produce KPI reporting, forecasting and campaign analysis
- Deliver insight‑led recommendations to senior stakeholders
- Monitor spend and optimise marketing performance across channels
- Manage CRM and Digital Marketing team members
- Oversee agency relationships across CRM, SEO, PPC and affiliate channels
- Support team coaching and development initiatives
Skills & Experience
- 4+ years’ experience in CRM and/or Digital Marketing within retail, ecommerce or fashion
- Strong experience across CRM, lifecycle marketing and digital acquisition channels
- Commercially driven with experience managing budgets and performance metrics
- Strong knowledge of Google Analytics, GTM and digital marketing platforms
- Excellent stakeholder management and communication skills
- Strong analytical, reporting and organisational capability
- Experience with loyalty or rewards programmes
- Understanding of customer segmentation and personalisation
- Passion for retail, ecommerce or lifestyle brands
Personal Attributes
- Commercially minded and data-driven
- Organised, proactive and adaptable
- Comfortable balancing strategy with hands‑on execution
- Collaborative and confident working within fast‑paced environments
Senior Manager Customer Relationship Management in London employer: Stott and May
As a leading retail and ecommerce business based in London, we pride ourselves on fostering a dynamic and inclusive work culture that prioritises employee growth and development. Our hybrid working model allows for flexibility while our commitment to innovation ensures that you will be at the forefront of digital marketing strategies, driving meaningful engagement across multiple consumer brands. Join us to lead a talented team, enhance your skills, and make a significant impact in a thriving industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Manager Customer Relationship Management in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings or can refer you directly.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website that highlights your achievements in CRM and digital marketing. Use real examples of campaigns you've led or strategies you've implemented. This will give potential employers a taste of what you can bring to the table.
✨Tip Number 3
Prepare for interviews by researching the company and its competitors. Understand their CRM strategies and think about how you can contribute to their growth. Tailor your answers to show how your experience aligns with their needs – it’s all about making that connection!
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you. Plus, applying directly can sometimes give you an edge over other candidates. So, get your application in and let’s get you that dream job!
We think you need these skills to ace Senior Manager Customer Relationship Management in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experience mentioned in the job description. Highlight your CRM and digital marketing expertise, especially in retail or ecommerce, to show us you're the right fit for the role.
Craft a Compelling Cover Letter:Use your cover letter to tell us why you're passionate about this position. Share specific examples of how you've driven customer engagement and retention in previous roles, and how you can bring that experience to our team.
Showcase Your Analytical Skills:Since this role is data-driven, make sure to include any relevant metrics or KPIs you've achieved in past positions. We want to see how you've used data to optimise marketing performance and drive growth.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining our team!
How to prepare for a job interview at Stott and May
✨Know Your CRM Inside Out
Make sure you’re well-versed in the latest CRM strategies and tools. Brush up on your knowledge of customer segmentation, lifecycle marketing, and how to optimise engagement across various channels. This will show that you’re not just familiar with the concepts but can also apply them effectively.
✨Showcase Your Analytical Skills
Prepare to discuss specific metrics and KPIs you've managed in previous roles. Be ready to share examples of how you've used data to drive decisions and improve performance. This is crucial for a role that demands a strong analytical mindset.
✨Demonstrate Leadership Experience
Since this role involves leading a team, be prepared to talk about your leadership style and experiences. Share examples of how you’ve mentored team members or led cross-functional projects. Highlighting your ability to inspire and develop others will set you apart.
✨Understand the Business Landscape
Research the company’s position in the retail and ecommerce market. Familiarise yourself with their brands, target audience, and recent campaigns. This knowledge will help you tailor your responses and demonstrate your genuine interest in the role and the company.
