CRM Manager About the Role Our client is on a mission to transform the way customers shop online by delivering seamless, personalised, and data-driven experiences. As a fast-growing e-commerce business, they believe strong customer relationships are the foundation of long-term success. From a customer’s first interaction through to post-purchase engagement, every touchpoint matters. CRM plays a critical role in shaping these experiences, driving loyalty, increasing lifetime value, and supporting sustainable growth. Role Overview As CRM Manager, you will own the end-to-end customer journey across email, SMS, and integrated platforms. You’ll be responsible for designing and delivering automated, personalised journeys that drive engagement, repeat purchase, and retention. Using tools such as Klaviyo, Shopify, and Zendesk, you’ll create targeted communications while continuously testing, optimising, and improving performance. Working cross-functionally, you’ll be a key driver of best-in-class customer experiences across the business. Key Responsibilities Customer Journey & Segmentation -Design and manage lifecycle journeys across email and SMS. -Build and refine segmentation strategies to ensure relevant, targeted communications. -Align CRM activity with product launches, promotional campaigns, and trading initiatives. Campaign Management -Plan, build, and optimise automated and ad hoc campaigns using Klaviyo. -Manage CRM integrations with Shopify and Zendesk to ensure smooth customer experiences. -Apply a structured test-and-learn approach to drive continual improvement. Data & Insights -Own customer data accuracy, compliance, and platform integration. -Analyse campaign and journey performance to identify trends and opportunities. -Provide clear insights and recommendations to the E-Commerce Director. Collaboration & Support -Partner with Marketing, Aftersales, Finance, and Development teams to deliver joined-up customer journeys. -Support Finance with re-engagement strategies for failed finance applications. -Ensure CRM integrates seamlessly with Shopify POS to unify online and offline experiences. Reporting -Deliver weekly and monthly CRM performance reports with clear takeaways. -Provide actionable recommendations to improve engagement, retention, and repeat purchase rates. -Maintain consistency, accuracy, and high standards across all CRM activity. Skills & Experience Required -Proven CRM management experience within an e-commerce environment. -Hands-on experience with Shopify, Klaviyo, and Zendesk (essential). -Strong understanding of segmentation, lifecycle marketing, and automation. -Analytical mindset with the ability to translate data into insight. -High attention to detail, with a strong focus on accuracy and GDPR compliance. -Excellent communication and cross-functional collaboration skills. What You’ll Get -The opportunity to be part of a growing business with genuine creative input. -A supportive, ambitious, and collaborative team culture. -Clear opportunities for career progression as the in-house communications function scales. -Competitive salary -Lucrative bonus scheme -28 days annual leave plus bank holidays -Enhanced family leave -Health insurance -Friends and family discount -Salary sacrifice schemes Are You a Good Fit? -Ambitious: You’re excited by growth and want to make a real impact. -Hands-on: You value execution and take ownership from idea to delivery. -Collaborative: You enjoy working with others and contributing to a positive, inclusive culture. -Proactive: You look for opportunities to improve, optimise, and innovate. If this sounds like you, we’d love to hear from you. Despite our best efforts it is not always possible to respond to every application individually due to the high volume of responses we receive on each vacancy. Only candidates who are short listed will be contacted for this particular role and if you have not heard from us within 7 days please assume that you have not be successful. However, we will keep your details on our database, and will contact you when other suitable positions come in