Overview
At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer‑driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience—from e‑bike and electric vehicle servicing to on‑demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment.
The teams at our Redditch Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth. Everyone brings their individual knowledge and experience to work every day, working as one team to keep things moving smoothly.
If you’re willing to get stuck in, you’ll love it here too. So put yourself at the heart of a dynamic, fast‑paced working environment where expertise and focus take people far.
About the role
This is a pivotal moment for our CRM function, offering you the chance to make a real impact and help shape the future of our automation programme. Halfords operates a highly sophisticated automated communications ecosystem that supports both Halfords Motoring Club members and non‑members. While email is at its core, the programme also spans web personalisation, social channels, SMS and direct mail to deliver a truly omnichannel customer experience.
In this role, you’ll be responsible for developing and enhancing this programme through advanced targeting and personalisation, driving stronger customer engagement and maximising Customer Lifetime Value (LTV).
Key responsibilities
Develop and enhance the CRM automation programme across all customer groups, starting with email and expanding into SMS, direct mail, online personalisation, paid search and social in partnership with key internal teams.
Design, build and launch new automated journeys informed by customer insight and data, exploring creative opportunities through CRM design tools.
Collaborate with the creative agency to ensure all emails meet accessibility standards, follow brand guidelines and deliver engaging, relevant messaging.
Optimise the communication strategy for Motoring Club members and non‑members to improve engagement and programme performance.
Represent the Automation team across the business, leading projects and championing CRM best practice.
Leverage data models, segmentation and personalisation to deliver dynamic, targeted campaigns, supported by structured test and learn activity.
Monitor and analyse campaign performance at weekly, periodic and total programme levels, providing actionable, insight‑driven recommendations.
Manage relationships with external partners, support transformation and data integration initiatives, oversee budget adherence, review competitor activity, contribute to wider CRM projects and develop expertise as a superuser of all CRM systems.
About you
Proven experience in a similar CRM or marketing automation role.
Strong expertise in email automation and optimisation.
Experience within a retail environment is highly desirable.
Skilled in personalisation techniques across multiple channels, with solid knowledge of HTML and email creative best practice.
Hands‑on experience using Email Service Providers (e.g., Cheetah Digital Marketing Suite) and familiarity with tools such as Apteco Fast Stats (Orbit) and PeopleStage is highly desirable.
Exceptional attention to detail, taking full ownership of accuracy and quality, supported by strong organisational skills to manage multiple projects simultaneously.
Confident communicator with strong copywriting ability, able to work assertively and collaboratively with internal stakeholders and external agencies.
Strong analytical capability, comfortable interpreting customer and campaign data, applying segmentation and making fact‑based decisions.
Good understanding of databases and logic, paired with strong problem‑solving skills and a proactive, results‑driven mindset.
Customer‑obsessed team player with a can‑do attitude, thriving in a fast‑paced environment and understanding how CRM fits within broader marketing and business strategy.
Benefits
A fair and competitive salary evaluated against market data, an annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays and enhanced family leave.
Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
We offer hybrid working in our Support Centre, you will be based at our Support Centre 3 days a week with an optional 2 days working from home.
You will have access to a wealth of employee discounts across the Halfords suite of products and services.
Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.
We are an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.
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