What You'll Be Doing The CRM & Loyalty Manager is responsible for the end-to-end ownership, delivery and performance of Selco's customer engagement strategy, spanning CRM, loyalty and customer experience across both digital and in-store touchpoints. This role will lead the design, execution and continuous optimisation of Selco's loyalty programme, customer communications and lifecycle journeys. Using customer insight and first-party data, the role will drive increased engagement, retention, frequency and share of wallet across Selco's trade customer base. Reporting into the Head of Customer & Loyalty, this is a hands-on, player-manager role, accountable for both strategy and delivery. The role offers the opportunity to shape Selco's loyalty proposition at an early stage and redefine how the business connects with its customers to deliver measurable commercial impact. The key responsibilties of this role are as outlined below: CRM Strategy & Execution Define and execute Selco's CRM strategy across acquisition, onboarding, engagement, retention and reactivation Own the planning, delivery and optimisation of CRM campaigns across email, SMS, push and direct channels Lead audience creation, segmentation and personalisation to deliver relevant, timely communications Champion best practice use of CRM and marketing automation platforms Work with your team on campaign delivery, testing and optimisation Loyalty Programme Ownership Lead the end-to-end strategy, operation and evolution of Selco's loyalty programme Design and optimise loyalty mechanics, rewards, benefits and tiering to drive customer value Identify and manage third-party partnerships and collaborations that enhance programme value and brand affinity Develop initiatives that increase customer frequency, retention and spend, including upsell and cross-sell opportunities Define loyalty KPIs and deliver regular programme health checks to drive continuous improvement with Data & Analytics Team Customer Experience (CX) & Journeys Own end-to-end customer experience across key journeys, both online and in-store Design and optimise customer onboarding and nurturing journeys to improve acquisition ROI and long-term value Work with IT, Digital, Marketing and Trade teams to ensure seamless digital and physical customer touchpoints Own the customer feedback loop, including NPS measurement, insight generation and action planning Data, Performance & Insight Work closely with Data & Analytics to leverage customer insight, testing and performance analysis Create and manage customer audiences for Performance Marketing to improve targeting efficiency Track, analyse and report on CRM, loyalty and CX performance against defined KPIs Use insight to inform prioritisation, optimisation and roadmap development Leadership & Stakeholder Management Lead and develop a small CRM and campaign delivery team, fostering a high-performance, customer-first culture Act as the business owner for CRM, loyalty and CX initiatives Partner cross-functionally with IT, Digital, Marketing and Trade teams to deliver initiatives with clear commercial impact Present performance updates, insights and recommendations to senior leadership Champion customer-centric and data-driven decision making across the organisation Rewards & Benefits At Selco Builders Warehouse, we believe in rewarding our colleagues with a benefits package that truly makes a difference. Here's what you'll enjoy when you join our team: Work-Life Balance & Extras Colleague Discount - Enjoy discounts at Selco and other Grafton Group businesses to help with home improvements. Holiday Buy Scheme - Purchase extra holiday and spread the cost over 12 months. Paid Volunteer Leave - Take time off to give back to a cause close to your heart. Enhanced Family Leave Pay - Extra support for maternity, paternity, adoption, and fertility treatments. Free Breakfast - Start your day right with access to our in-store and office pantries. Apprenticeships & Career Development - Learn, grow, and take your career to the next level. Refer a Friend Bonus - Know someone great? Earn a bonus when they join our team! Financial Benefits Enhanced Pension Scheme - We match every 1% above the statutory 5% that you contribute. EarlyPay - Access your earned wages before payday when you need them. Profit-Based Bonus Scheme - We work hard and celebrate success with yearly bonuses of up to 25% of salary. Sharesave Scheme - Share in the success you help create! Save from just £5 a month and have the option to become a Grafton Group Plc shareholder. Retail & Leisure Discounts - Save on groceries, restaurants, cinema tickets, theme parks, utilities and more! Health & Wellbeing Private Medical Insurance - We cover the cost of a plan that allows you access private health treatments. Health Cash Plan - We cover the cost of a plan that lets you claim cash back on everyday medical treatments like dental, optical, and prescriptions. Plus, access video consultations with a GP. Employee Assistance Programme - Free and confidential support, including counselling, financial guidance, and legal advice. Life Assurance - Protection for your loved ones should the unexpected happen. Gym Discounts - Save up to 25% at hundreds of health clubs nationwide. Cycle to Work Scheme - Get a new bike and accessories through salary sacrifice, saving on tax and making commuting easier! About Us Looking to build a career with a company that's proud to support the nation's tradespeople? At Selco Builders Warehouse, we're always on the lookout for enthusiastic, down-to-earth individuals who bring a positive, team-first attitude to everything they do! We're a well-established name in the industry with a strong store network across the UK-and we're continuing to invest in our people, our business, and our future. It's a busy, fast-paced environment where no two days are the same, but you'll be surrounded by great colleagues and backed by a superb reward and benefits package. We're committed to being a truly inclusive employer. That means creating a workplace where everyone feels welcome, respected, and able to thrive-regardless of background or experience. Health and Safety remains our top priority, and we'll always support our colleagues in doing their best work, safely.