At a Glance
- Tasks: Lead and develop CRM strategy across TFG brands, focusing on customer retention and value.
- Company: Join TFG London, a vibrant team behind iconic fashion brands.
- Benefits: Enjoy up to 70% employee discount, 28 days holiday, and wellness support.
- Other info: Collaborative culture with opportunities for career growth and personal development.
- Why this job: Shape the future of CRM in a dynamic retail environment and make a real impact.
- Qualifications: Proven experience in CRM leadership within retail, with strong analytical and strategic skills.
The predicted salary is between 59576 - 70089 £ per year.
Every exceptional customer moment starts with our people. At TFG London, we believe that it’s our team who bring our house of brands to life. All our colleagues across Hobbs, Phase Eight, Whistles, and Inside Story play a vital role in our success story and that story is only getting more exciting!
We are looking for a Senior CRM Manager to support TFG London who will be responsible for the strategic leadership and performance of the CRM function across all TFG brands. As a senior leader within the marketing organisation, the Senior CRM Manager will own the CRM vision and long-term strategy, ensuring CRM is a core growth engine for the business. The role will lead and develop a high-performing CRM team, embedding a customer-first approach, while partnering closely with senior stakeholders across the business.
What you’ll do:
- Own and lead the CRM strategy across all brands, translating business and marketing objectives into a clear, multi-year CRM roadmap focused on retention, frequency and customer value.
- Act as the senior decision-maker for CRM, providing strategic direction, prioritisation, governance, and martech roadmap ownership across BAU campaigns and automation.
- Lead, mentor, and develop the CRM team, creating a high-performance culture with clear accountability, progression, and best-in-class delivery.
- Partner with the Group Head of CRM and Insights to shape and deliver the 5-year customer strategy, with clear KPIs and measurement frameworks.
- Operate as the senior CRM lead within the business, influencing wider marketing direction, customer strategy, and commercial decision-making.
- Accountable for the CRM budget, including investment planning, forecasting, optimisation, and management of key external CRM and technology partners.
- Identify and unlock new growth opportunities by working closely with Insights to deeply understand customer behaviour, value drivers, and emerging segments.
- Oversee the end-to-end planning and delivery of CRM activity, including BAU and automations, ensuring a lifecycle-led, customer-centric approach aligned to trading priorities, brand direction, and wider marketing initiatives.
- Set the standard for CRM performance measurement, ensuring robust, automated reporting and clear insight into performance vs targets.
- Take ownership of database health, retention, and long-term customer value, proactively managing churn, opt-in quality, engagement, and LTV growth.
- Champion an integrated, cross-channel lifecycle approach, working closely with Paid Media and other digital teams to deliver a consistent customer journey.
- Provide senior oversight of customer data governance, GDPR compliance, and best practice data usage across CRM.
Who you’ll be:
- Senior CRM leader with significant experience owning and scaling CRM strategy within a retail environment, fashion experience a strong advantage.
- Proven experience leading, coaching, and developing high-performing CRM teams, embedding a culture of excellence and continuous improvement.
- Proven track record of delivering step-change improvements in customer retention, frequency, and value through lifecycle-led CRM programs.
- Extensive experience working with CDP/ESP/CRM platforms, Bloomreach experience a bonus.
- Deep expertise in customer segmentation, lifecycle design, and personalisation at scale.
- Highly strategic thinker with the ability to translate insight into clear plans, priorities, and commercial outcomes.
- Strong commercial acumen, with the ability to balance brand, customer experience, and revenue objectives.
- Data-driven and highly analytical, with hands-on experience using analytics tools (e.g. GA).
- Confident senior stakeholder manager, able to influence, challenge, and align teams at all levels of the organisation.
- High emotional intelligence with a collaborative, low-ego leadership style.
- Passionate about CRM, with a strong external view of industry trends and best practice.
- Comfortable operating in fast-paced, complex environments, managing ambiguity and competing priorities.
What's in it for you?
Across TFG Brands, we pride ourselves on having our people at the heart of everything we do. We will give you the tools and the time to develop your career in the direction you want to go. Alongside that, we have some great benefits which include:
- Employee Discount of up to 70%, as per the TFG Brands Discount Policy.
- Up to 28 days holiday entitlement per annum in addition to the usual public and bank holidays.
- Financial and Wellbeing assistance.
- Enhanced Maternity package.
- Virtual GP service – unlimited access 24/7.
- Plus much more!
If you want to join us and create moments that matter, we’d love to hear from you.
Senior CRM Manager in London employer: TFG Brands London
At TFG London, we prioritise our people, fostering a vibrant work culture that empowers employees to thrive and grow. As a Senior CRM Manager, you will lead a dynamic team within a supportive environment that values innovation and collaboration, while enjoying exceptional benefits such as generous employee discounts, extensive holiday entitlement, and comprehensive wellbeing support. Join us in shaping the future of our brands and experience a fulfilling career where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Senior CRM Manager in London
✨Show Your Creative Side
In marketing communications, standing out is key. Get creative with your application! Consider designing a mini-campaign or pitch that highlights your skills and understanding of the brand. Tailor it for TFG Brands London and show them what you can bring to the table.
✨Engage in Marketing Communities
Get involved in local or online marketing communications groups. Check out platforms like Meetup for events and workshops. Networking here can lead to hidden job openings and valuable insights into the industry trends—this is where we often discover what companies like TFG Brands London are looking for.
✨Leverage Social Media
Use platforms like LinkedIn and Twitter to showcase your passion for marketing communications. Share insights, articles, and your own content that resonates with the industry. Tagging or interacting with TFG Brands London on these platforms can catch the eye of recruiters and show you're genuinely interested in them.
✨Attend Industry Events
Keep an eye out for marketing conferences and workshops. These are great places to meet potential employers face-to-face and make connections that could land you a full-time role at TFG Brands London. Bring your business cards and be prepared to chat about how you can contribute!
We think you need these skills to ace Senior CRM Manager in London
Some tips for your application 🫡
Craft an Impactful Cover Letter:Your cover letter is your chance to shine! Focus on your passion for marketing communications and how your previous experiences can benefit TFG Brands London. Make sure to mention specific campaigns or projects you’ve worked on that showcase your creativity and strategic thinking.
Showcase Your Writing Skills:As you're diving into a marketing communications role, your writing ability is crucial. Include samples of your work, like blog posts, press releases, or social media campaigns in your application. This lets us see your style and how you engage with different audiences.
Tailor Your CV to Marketing:Your CV should highlight relevant marketing skills and experiences! Include specific tools or platforms you’ve used, like Google Analytics or social media management software. Mention any certifications or workshops related to marketing that you've completed – they can give you an edge!
Demonstrate Your Understanding of TFG Brands London:Show us that you’ve done your homework! In your application, briefly mention what you admire about TFG Brands London’s marketing approach or any recent campaigns that caught your attention. This can reveal your enthusiasm for the role and your genuine interest in joining our team!
How to prepare for a job interview at TFG Brands London
✨Showcase Your Creative Campaigns
Get ready to flaunt your portfolio! Include examples of previous marketing campaigns you've worked on, especially those that showcase your creativity and strategy. Recruiters at TFG Brands London will be keen to see how you conceptualise and execute campaigns, so highlight any measurable outcomes to back up your claims.
✨Know Your Digital Tools Inside Out
If you’re heading into a marketing-communications role, make sure you're comfortable discussing key digital marketing tools like Google Analytics, HubSpot, or Hootsuite. Expect some technical questions about how you've used these tools in the past, as they'll want to gauge your hands-on experience and how you analyse data to drive marketing decisions.
✨Be Ready for Scenario-Based Questions
At TFG Brands London, they may throw some scenario-based questions your way, aimed at testing your problem-solving skills in real-life marketing situations. Think through potential challenges you’ve faced, how you navigated them, and be prepared to discuss your thought process and outcome.
✨Demonstrate Your Passion for Marketing
As you’re applying for a full-time position, show that you're not just looking for a job, but a career in marketing. Talk about the latest trends in marketing communications, your favourite campaigns, and why they inspire you. Your enthusiasm can really make you stand out and demonstrate that you’re committed to growing within the field.
