CRM Manager (UK based)

WHO WE ARE

United Legwear & Apparel Co. (ULAC) is a leader in designing, manufacturing, and distributing legwear, bodywear, and apparel. Since our founding in 1998, we have partnered with renowned brands like Ted Baker, PUMA, and Champion to offer high-quality, stylish products across men’s and women’s apparel, accessories, socks, and activewear. We prioritize fashion, functionality, and sustainability in everything we do.

We have recently relaunched tedbaker.com and we are looking for a passionate CRM Manager to join our team to drive customer loyalty, engagement and revenue.

This role will begin with Ted Baker but will eventually extend to other ULAC brands.

THE ROLE

Ted Baker enjoys a customer database of 1.5M fans who are ready to be reengaged by the brand. As the CRM Manager at ULAC, you will be responsible for leading the development and execution of the customer relationship management strategy, focusing on driving customer retention, engagement, and lifetime value across the Ted Baker brand. You will work closely with cross-functional teams, including marketing, digital, e-commerce, and data analytics, to create personalized and impactful CRM campaigns that resonate with our customers in the US, UK, and Europe.

We are seeking a results-driven individual with a deep understanding of CRM systems (especially Klaviyo), data-driven marketing, and customer segmentation, who can turn insights into effective campaigns.

MAIN RESPONSIBILITIES

CRM Strategy Development:

1. Develop and implement a comprehensive CRM strategy to drive customer retention, loyalty, and lifetime value for the Ted Baker brand.
2. Design and execute personalized multi-channel CRM campaigns, including email, SMS, direct mail, and on-site messaging.
3. Define customer segments and lifecycle stages to tailor messaging, promotions, and content to different customer groups.

Customer Insights and Data Analysis:

1. Work with data to analyse customer behaviour, purchase patterns, and demographics to develop actionable insights.
2. Utilize Klaviyo and Shopify to create customer profiles, track customer journeys, and measure the effectiveness of campaigns.
3. Conduct post-campaign analysis to determine ROI, customer engagement, and areas for improvement.

Collaboration and Campaign Management:

1. Collaborate with marketing, e-commerce, digital, and creative teams to ensure that CRM initiatives are aligned with broader marketing strategies and brand messaging.
2. Manage end-to-end campaign execution, including creative development, segmentation, testing, deployment, and reporting.
3. Work closely with the tech team to ensure seamless integration between CRM systems, e-commerce platforms, and other digital tools.

Customer Loyalty Programs:

1. Develop and manage loyalty and retention programs that reward customer loyalty and encourage repeat purchases.
2. Collaborate with the customer service team to address customer concerns, inquiries, and feedback, enhancing the overall customer experience.

CRM Platform Management:

1. Manage the CRM platform (Klaviyo) to optimize campaign delivery and customer segmentation.
2. Ensure the CRM database is kept up to date, accurate, and compliant with data protection regulations (GDPR, CCPA, etc.).

Reporting and Performance Tracking:

1. Create regular reports on key CRM metrics, including open rates, click-through rates, customer retention, and lifetime value. Work toward single customer view unit-by-unit profitability.
2. Use insights from data to optimize future CRM efforts and identify growth opportunities.

WHAT YOU’LL BRING

1. Strong experience with CRM platforms (Klaviyo).
2. Proficient in email marketing tools, customer segmentation, and campaign automation, and application of AI augmentation to increase efficiency.
3. Experience with e-commerce platforms like Shopify is a plus.
4. Understanding of GDPR and data protection regulations.
5. Analytical skills and experience working with data tools (e.g., Google Analytics, Power BI).
6. Strong project management skills and the ability to manage multiple campaigns simultaneously.

WHO ARE WE LOOKING FOR

1. Data-driven mindset with a creative approach to problem-solving.
2. Excellent communication and interpersonal skills.
3. Detail-oriented and highly organized, with a passion for delivering high-quality work.
4. A collaborative team player who thrives in a fast-paced environment.
5. Strong commercial awareness and the ability to translate data into actionable strategies.

PLACE OF WORK

Your primary location will be the ULAC UK Headquarters in East London. We value in-person collaboration, so you’ll be expected to work from the office three days a week (Monday, Tuesday, & Thursday). Regular office attendance is key to fostering team interactions and collaboration.

WHAT YOU’LL GET FROM US

Competitive Salary.
Pension: ULAC UK will contribute to your pension in accordance with the UK statutory minimum requirement, currently set at 4% of your qualifying earnings.
️ Holiday Allowance: 25 days plus UK public holidays in addition to the annual leave.
Work Environment: Become part of a passionate, creative team in our inspiring UK office, where innovation and collaboration thrive.
️ Fitness Benefits: Enjoy discounted access to ClassPass, giving you the freedom to explore a wide range of fitness and wellness classes tailored to your needs.
Wellbeing Support: Benefit from unlimited access to Open-up, our dedicated health and wellbeing provider, offering 1:1 sessions with certified psychologists, lifestyle coaches, and exclusive masterclasses to support your mental and physical well-being.

If you’re ready to make a meaningful impact and grow in a dynamic, fast-paced environment, we’d love to hear from you. Apply today and take the next step in your career with our innovative UK team!

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