Role: CRM Manager Department: E-commerce
Location: Central London / Hybrid
We are recruiting for a high-growth, premium D2C ecommerce fashion brand. The business is expanding its CRM team to support long-term customer engagement across it's ecommerce offerings.
This is a hands-on and strategic CRM Manager role, ideal for someone with at least three years of experience in CRM or lifecycle marketing roles. You’ll own and execute campaigns that span welcome journeys, post-purchase flows, and ongoing engagement, using Klaviyo and Shopify to manage, personalise and optimise all CRM activity.
You’ll be responsible for growing customer retention and loyalty through intelligent, data-led campaigns. The role spans email, SMS, and first-party data strategy, supporting both premium product sales and high-value service/event participation.
Build and manage a first-party data strategy, evolving the CRM database into a core brand asset
Segment audiences using Shopify data to create personalised communications based on behaviour and intent
Collaborate across e-commerce, creative, product, and experiential teams for joined-up delivery
Manage the CRM calendar to align with product launches, customer journeys, and marketing moments
Run A/B testing and continually refine strategy based on campaign performance
Ensure GDPR compliance and best practice in data handling
Support the wider marketing and CX teams as needed
You’re a commercially minded CRM specialist with a passion for creating meaningful customer experiences. You’re just as comfortable interpreting data as you are crafting copy, and you thrive in premium, purpose-led environments. You’re confident building CRM programmes from the ground up and want to make your mark within a growing, creative brand.
3+ years’ experience in CRM, email, or lifecycle marketing
~ Experience balancing product-based campaigns with longer-term engagement strategies
~ History of building customer journeys, segmentation strategies, and optimising lifecycle flows
~ Cross-functional collaboration with brand, ecommerce, product and creative teams
~ Demonstrable ownership of campaign KPIs, data strategy, or CRM calendar
Advanced experience with Klaviyo (automations, segmentation, testing, analytics)
Proficient with Shopify data and using it for behavioural segmentation
Working knowledge of GDPR, deliverability best practice, and opt-in data management
Bonus: exposure to Zendesk or similar CX platforms
Strategic mindset with strong technical CRM foundation
Data literate – able to analyse performance and optimise based on results
Passion for brand storytelling, customer behaviour, and purpose-driven businesses
25 days holiday, with increases based on tenure
~ Option to purchase additional holiday days
~ Private healthcare
~ Enhanced maternity and paternity pay
~ Company sick pay and pension contribution
~ Group Life Assurance (3x salary)
~ Employee Assistance Programme and Virtual GP access
~ Annual product allowance and staff discount
~ Friends and family discount
~ Some travel to Europe on team away days!