Saint and Sofia is a contemporary ready-to-wear London-based fashion and accessories brand built around core values of quality, sustainability, fairness and creativity. We’re proud to be a digitally native brand, growing fast with customers around the world who care deeply about style, sustainability, and storytelling. As we continue to scale, we’re looking for a CRM Manager to lead the next chapter of customer engagement.
The Role
We’re searching for a strategic, data-driven, customer-obsessed CRM Manager to take ownership of our customer lifecycle strategy. You’ll be instrumental in crafting personalised, high-converting journeys that speak directly to our audience—driving loyalty, retention, and LTV across all channels. You'll collaborate with Creative, Data, Performance, and Product teams to ensure every customer touchpoint feels uniquely Saint and Sofia. The right person will blend analytical rigour with sharp creative instinct. Someone who is obsessed with understanding what our customers think, feel and need- and can turn those insights into meaningful action.
Core Responsibilities
* Customer lifetime value and retention strategy: Develop and execute CRM strategies across email, WhatsApp, SMS, loyalty, and push notifications.
* Segmentation, personalisation and CRM Strategy: Create dynamic customer segments based on behavior, demographics, purchase history, and engagement data.
* Lifecycle campaign ownership and development: Own the end-to-end journey—post-acquisition customer journey and lifecycle experience across welcome series, reactivation, win-back, abandoned cart, post-purchase, and more.
* Email & CRM implementation: Manage weekly newsletters, promotional sends, and brand storytelling—ensuring visual and copy alignment with brand voice.
* Analytics & reporting: Track and optimise performance KPIs (open rates, CTR, CVR, retention rates, unsubscribes). Make data-led recommendations.
* Test, learn and measurement strategy: Develop and deploy testing strategy, underpinned by data, to improve overall campaign effectiveness.
* Tech & Tools Ownership: Be the owner of our CRM platforms and collaborate with tech teams to improve integrations and data flows.
KPIs
* We’re looking for commercial ownership, not email click through rates:
* Lifetime value
* Repeat purchase rate
* Spend per existing customer
About You
* 3–5 years of CRM or lifecycle marketing experience, ideally in e-commerce or fashion.
* Expert knowledge of email/CRM platforms (Klaviyo experience a big plus).
* A customer obsessed mindset - you care about creating genuinely great experiences and connecting with customers in meaningful ways
* Excellent written communication - able to brief and collaborate with creative teams and designers.
* Passion for storytelling and tone—able to write or review copy that fits the brand.
* Strong analytical skills and comfort working with data to drive decisions.
* A team-first attitude - you collaborate, challenge, and help elevate those around you.
* High attention to detail, strong problem solving and decision-making abilities
* Experience working cross-functionally in a fast-paced, growing team.
Must haves
* Experience with loyalty programs, customer surveys, and review platforms.
* Familiarity with GDPR, CAN-SPAM, and global data/privacy regulations.
* Basic HTML/CSS for email template tweaks.
* Global CRM experience (UK, US, EU markets).
To apply:
Email your CV and cover letter to careers@saintandsofia.com including your salary expectations and notice period.
Please mark your email with CRM Manager in the subject.
#J-18808-Ljbffr