CRM Manager in Ely

We are working with a leading multi-brand retail business that is continuing to invest in its customer proposition and digital growth. As part of this, they are looking for a CRM Manager to take ownership of customer communications across their brands, using insight, segmentation and personalisation to strengthen engagement, retention and loyalty. This is a commercially focused CRM role, working closely with Trading, Ecommerce and wider Marketing teams to ensure customers receive relevant, timely and targeted communications across the customer lifecycle. The successful candidate will have the opportunity to shape CRM strategy, develop automated customer journeys and use data and testing to continually improve performance and customer lifetime value.

Key Responsibilities:

• Own and deliver the CRM strategy across email, SMS, push notifications, website, loyalty and app channels, with a clear focus on customer engagement, retention, loyalty and sales.
• Plan and manage targeted CRM campaigns across multiple brands, ensuring activity is relevant, commercially focused and aligned with wider trading priorities.
• Use customer data, segmentation and personalisation to improve campaign performance, customer journeys, conversion and lifetime value across different brands and territories.
• Lead the development and optimisation of automated lifecycle journeys, including welcome, retention, reactivation and post-purchase communications.
• Work closely with Trading, Ecommerce and Marketing teams to identify customer opportunities and ensure CRM activity supports wider commercial objectives.
• Analyse campaign performance and customer behaviour, translating data and insight into clear recommendations and actions.
• Champion a test-and-learn approach, using A/B testing across creative, content, subject lines, timing, targeting and customer journeys to continually improve performance.
• Work collaboratively with Design, Customer Services and wider teams to deliver consistent, engaging and accurate customer communications across channels.
• Ensure CRM activity adheres to brand guidelines, data protection requirements, customer consent and internal best practice.
• Manage and develop the CRM team, creating a culture of high performance, accuracy, continuous improvement and commercial thinking.
• Own the customer blocklist process, investigating permission, preference and communication queries referred by Customer Services.
• Lead and support ad-hoc CRM projects as required, identifying opportunities to improve processes, customer experience and commercial performance.

Key Requirements:

• Proven experience in CRM, customer lifecycle marketing, retention or loyalty, ideally within a retail or consumer-focused environment.
• Strong understanding of how CRM can drive engagement, conversion, repeat purchase and customer lifetime value.
• Confident working with customer data, segmentation and personalisation to develop targeted and commercially effective campaigns.
• Experience planning, delivering and optimising campaigns across email, SMS, push notifications and automated customer journeys.
• Strong analytical skills, with the ability to understand campaign and customer data, identify opportunities and turn insight into action.
• A commercially minded approach, with an understanding of how CRM fits into wider trading, Ecommerce and Marketing strategies.
• Strong project management and organisational skills, with the ability to manage multiple campaigns, stakeholders and deadlines simultaneously.
• Excellent communication and stakeholder management skills, with the confidence to work across Marketing, Trading, Ecommerce, Creative and Customer Services.
• Exceptional attention to detail, particularly when managing customer data, campaign selections and customer communications.
• Good working knowledge of CRM platforms, email service providers, Google Analytics and Microsoft Excel.
• Previous experience managing, coaching or developing a CRM team, with the ability to create a collaborative and continuous improvement culture.

Apply today to find out more.