Customer Relationship Management Executive in Manchester

We are currently seeking a Senior CRM Executive to join our team. Reporting to the Head of CRM, you will play a crucial role in optimising our current CRM channels, delving into new channels and driving customer retention.

What you’ll be doing:

• You’ll play a key role in delivering and evolving the CRM strategy with a strong focus on automation, lifecycle optimisation, and performance.
• Working closely with the Head of CRM, you’ll be responsible for building, managing, and optimising always-on and campaign-based CRM activity across both brands.

Key responsibilities include:

• Supporting the Head of CRM in the delivery and ongoing evolution of the CRM and lifecycle strategy across multiple brands.
• Owning the planning, execution, and optimisation of automated CRM journeys, including welcome, abandoned browse/cart, post-purchase, win-back, reactivation, and loyalty flows.
• Managing and executing creative CRM campaigns across email, push, in-app and web push, ensuring tone of voice and messaging is aligned to each brand’s audience.
• Developing and refining automation logic, triggers, and customer journeys, continuously improving performance through testing and iteration.
• Creating, maintaining, and optimising customer segmentation and targeting strategies to drive relevance, engagement, and revenue.
• Briefing campaign creative into the Graphic Design team and ensuring assets are delivered on time and to brief.
• Signing off final CRM campaigns from creative through to build, ensuring accuracy, quality, and best practice.
• Working closely with Marketing, Merchandising, and Trading teams to ensure CRM activity is commercially aligned, timely, and accurate.
• Leading A/B testing and experimentation across CRM channels, using insights to drive continual improvement.
• Monitoring, analysing, and reporting on CRM performance across all channels, extracting actionable insights and recommendations.
• Keeping up to date with CRM, automation, and retail trends, and proactively bringing new ideas, tools, or partners to the table.
• Challenging the status quo and contributing innovative thinking to how CRM supports growth across both brands.

More about you:

• 4+ years’ experience in a CRM or lifecycle marketing role, ideally within ecommerce or fashion retail.
• Strong hands-on experience building and optimising automated CRM programmes, including welcome, abandoned browse/cart, post-purchase, reactivation, and win-back journeys.
• Creatively strong, with the ability to produce engaging, eye-catching CRM content and on-brand, catchy copy that resonates with our customer across multiple channels.
• Confident writing for different CRM touchpoints (email, push, SMS, in-app), adapting tone of voice maintaining brand consistency.
• A strong eye for creative detail, layout, and messaging, with the ability to brief designers clearly and elevate campaign output.
• Comfortable working with enterprise-level ESPs (experience with Ometria, Klaviyo or Bloomreach highly desirable).
• Highly analytical, with experience analysing performance data and using insights to continuously improve journeys, content, and conversion.
• Commercially minded, with a clear understanding of how CRM activity drives engagement, retention, and revenue.
• Highly organised and comfortable managing multiple campaigns, automations, and priorities at pace.
• Strong stakeholder management skills, particularly when working with Buying, Merchandising, and Creative teams.
• Curious, proactive, and excited by testing new ideas, formats, and creative approaches.
• Passionate about fashion, retail, and digital marketing, with a desire to push CRM beyond “business as usual.”
• Enjoys working in a fast-paced, scaling environment and contributing ideas that shape how CRM evolves across both brands.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Retail and Retail Apparel and Fashion