Location: London, UK (Hybrid - 4 days onsite)
Reporting To: Director of Ecommerce
Overview
We are partnering with a leading retail and ecommerce business to appoint a Senior CRM & Digital Marketing Manager to lead customer acquisition, retention and lifecycle marketing strategy across multiple consumer brands.
This role will own the end-to-end digital customer journey, driving growth through CRM, loyalty, paid and organic digital channels, whilst optimising customer engagement and commercial performance. The successful candidate will lead a cross‑functional CRM and digital marketing team, manage agency relationships and work closely with Ecommerce, Trading, Retail and Insight teams.
Key Responsibilities
* Define and deliver CRM and digital marketing strategy across all channels and markets
* Own performance against revenue, traffic, retention and cost‑of‑sale targets
* Lead, mentor and develop the CRM and Digital Marketing team
* Identify trends and implement commercially effective marketing initiatives
* Act as a senior stakeholder across the business
* Develop customer retention, reactivation and loyalty strategies
* Own and enhance the CRM platform and customer segmentation capabilities
* Deliver cross-channel CRM campaigns across email, SMS, app push, paid media and onsite channels
* Drive customer database growth and engagement
* Ensure GDPR, consent and customer data compliance
* Manage acquisition strategy across PPC, SEO, affiliates, display and paid social
* Oversee advertising budgets, ROAS and campaign performance
* Optimise audience targeting, remarketing and product feed performance
* Support international traffic growth initiatives
* Produce KPI reporting, forecasting and campaign analysis
* Deliver insight‑led recommendations to senior stakeholders
* Monitor spend and optimise marketing performance across channels
* Manage CRM and Digital Marketing team members
* Oversee agency relationships across CRM, SEO, PPC and affiliate channels
* Support team coaching and development initiatives
Skills & Experience
* 4+ years’ experience in CRM and/or Digital Marketing within retail, ecommerce or fashion
* Strong experience across CRM, lifecycle marketing and digital acquisition channels
* Commercially driven with experience managing budgets and performance metrics
* Strong knowledge of Google Analytics, GTM and digital marketing platforms
* Excellent stakeholder management and communication skills
* Strong analytical, reporting and organisational capability
* Experience with loyalty or rewards programmes
* Understanding of customer segmentation and personalisation
* Passion for retail, ecommerce or lifestyle brands
Personal Attributes
* Commercially minded and data-driven
* Organised, proactive and adaptable
* Comfortable balancing strategy with hands‑on execution
* Collaborative and confident working within fast‑paced environments
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