* CRM Lead / Manager – Fashion Hybrid London
* up to £60k+DOE
* London / Hybrid (3 days)
A fast-growing menswear brand is scaling its marketing team and looking for a CRM Manager to lead customer retention and loyalty. Known for bold fabrications and standout design, this brand is expanding across ecommerce, retail, and wholesale — and this role will be central to driving repeat purchase and deeper engagement.
You’ll own the CRM roadmap, deliver multi-channel campaigns, and shape how the brand connects with its audience — from lifecycle journeys to VIP clienteling.
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.
2. 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.
4. 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.
6. 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.
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