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For Companies At a Glance
- Tasks: Own and evolve our customer retention strategy to boost ecommerce revenue.
- Company: Fast-growing menswear brand with a unique approach to fashion.
- Benefits: Competitive salary, staff discount, health cash plan, and 26 days annual leave.
- Why this job: Shape customer engagement and loyalty in a dynamic, creative environment.
- Qualifications: 5+ years in CRM or marketing automation, ideally in fashion or retail.
- Other info: Join a tight-knit team in Camden with excellent career growth opportunities.
The predicted salary is between 36000 - 60000 £ per year.
Wax London is a fast-growing menswear brand with ecommerce, retail and wholesale channels. Known for our use of characterful fabrications, we are delivering something different to the menswear market. Due to our exciting growth, we are looking to strengthen our marketing team at our tight-knit head office team in Camden.
The Role
We’re seeking a commercially minded, data-driven CRM Manager to own and evolve Wax London’s customer retention strategy. This role will be central to driving ecommerce revenue growth by boosting repeat purchase rates, deepening customer engagement, and building loyalty across every customer touchpoint. You’ll design and deliver our multi-year CRM roadmap, ensuring Wax London builds stronger, longer-lasting relationships with our customers. From lifecycle automations to loyalty programs, VIP clienteling to multi-channel campaigns, you’ll play a pivotal role in shaping how we engage with our audience.
Permanent | Full Time | Hybrid
Competitive Salary & Perks including:
- Staff Discount
- Health Cash Plan
- Summer Hours
- Cycle to Work
- 26 Days Annual Leave + Bank Holidays
Key Responsibilities
- Define and own Wax London’s CRM roadmap across a 1–3 year horizon.
- Align CRM strategy with ecommerce, retail, and wholesale priorities.
- Act as the voice of the customer across the business.
Data & Insight
- Capture, enrich, and segment customer data (behavioural, transactional, lifestyle, demographic).
- Provide actionable insights to inform trade, product, and marketing decisions.
- Define and report on KPIs: repeat purchase rate, RFM, LTV, and loyalty.
- Lead multi-channel CRM campaigns across Email, and future touchpoints.
- Partner with creative teams to deliver personalised and impactful communications.
- Drive BAU campaigns (segmentation, A/B testing, optimisation) as well as brand storytelling moments.
Loyalty & Customer Experience
- Design and manage Wax London’s loyalty program, with focus on engagement, LTV, and premiumisation.
- Develop VIP and clienteling strategies to nurture top-tier customers.
- Partner with retail teams to extend CRM beyond ecommerce into store experiences.
- Build advanced lifecycle journeys to optimise customer engagement.
- Use segmentation and predictive analytics to drive hyper-personalised communications.
Cross-Functional Influence
- Collaborate with brand, product, retail, customer service, logistics, and ecommerce teams.
- Share insights across the business to ensure customer-centric decision-making.
- Work closely with external agencies and technology partners.
The Ideal Candidate
- 5+ years’ experience in CRM, customer retention, or marketing automation.
- Proven experience in ecommerce or fast-paced retail, ideally fashion or lifestyle.
- Track record of increasing repeat purchase rates, LTV, and customer engagement through CRM.
- Experience designing loyalty programs and running VIP/clienteling activations.
- Strong technical skills: hands-on with ESP platforms (preferably Klaviyo), A/B testing, segmentation.
- Analytical thinker with experience in Google Analytics, CRM reporting, and database health monitoring.
- Comfortable with technical basics (HTML, SQL) to manage and optimise CRM execution.
- Strong communicator with ability to influence cross-functional stakeholders.
- Creative mindset with an understanding of design principles for customer communications.
- Passionate about menswear and the Wax London brand.
CRM Manager employer: Wax London
Contact Detail:
Wax London Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the menswear and CRM space. Attend industry events, join relevant online groups, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! Create a portfolio or case studies that highlight your past successes in CRM and customer retention. When you get the chance to chat with potential employers, share these insights to demonstrate how you can drive ecommerce revenue growth for Wax London.
✨Tip Number 3
Be proactive! If you see a role at Wax London that excites you, don’t wait for the perfect moment. Apply through our website and follow up with a friendly email expressing your enthusiasm. A little initiative goes a long way!
✨Tip Number 4
Prepare for interviews by researching Wax London’s brand and values. Think about how your experience aligns with their goals, especially in terms of customer engagement and loyalty programs. Tailor your responses to show you’re not just a fit for the role, but for the company culture too!
We think you need these skills to ace CRM Manager
Some tips for your application 🫡
Show Your Passion for Menswear: When you're writing your application, let your love for menswear shine through! We want to see how you connect with our brand and what makes you excited about the role. A personal touch can really make your application stand out.
Be Data-Driven: Since we're looking for a CRM Manager, it's crucial to highlight your experience with data. Share specific examples of how you've used data to drive customer engagement or improve retention rates in your previous roles. Numbers speak volumes!
Tailor Your Application: Make sure to customise your application to fit the job description. Use keywords from the listing and align your skills and experiences with what we’re looking for. This shows us that you’ve done your homework and are genuinely interested in the position.
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 it gets into the right hands. Plus, it shows us that you’re proactive and keen to join our team!
How to prepare for a job interview at Wax London
✨Know Your CRM Inside Out
Before the interview, make sure you’re well-versed in CRM strategies and tools, especially those mentioned in the job description like Klaviyo. Brush up on your knowledge of customer retention metrics such as repeat purchase rates and LTV, as these will likely come up during the conversation.
✨Showcase Your Data Skills
Prepare to discuss how you've used data to drive decisions in previous roles. Bring examples of how you’ve captured and segmented customer data to inform marketing strategies. Being able to talk about your experience with Google Analytics and A/B testing will definitely impress them.
✨Demonstrate Your Creative Side
Since the role involves designing loyalty programs and multi-channel campaigns, think of innovative ideas you could bring to Wax London. Be ready to share past successes where your creativity led to increased customer engagement or loyalty.
✨Understand the Brand and Its Audience
Familiarise yourself with Wax London’s brand ethos and target audience. Show that you’re not just a fit for the role but also passionate about menswear. This will help you connect with the interviewers and demonstrate that you can be the voice of the customer they’re looking for.
