Your NewpanyA rapidly expanding lifestyle retailer with a strong merce presence and a growing store footprint. Known for its distinctive product design and loyal customer base, the business is investing heavily in customer experience and digital growth. Due to continued success, they are now looking to strengthen their marketing and digital capabilities.
Your New RoleAs CRM Manager, you will be responsible for shaping and delivering the brand’s end-to-end retention strategy. You will own the CRM roadmap, develop multi-channel campaigns, and lead the evolution of loyalty and lifecycle programmes. You'll work closely with merce, creative, retail, and brand teams to ensure customers receive a consistent, personalised experience across every touchpoint.
Key responsibilities include:
1. Defining and delivering CRM strategy aligned to widermercial objectives
2. Owning customer data, segmentation, and insight to drive informed decision-making
3. Leading CRM campaigns across email and emerging channels, including BAU, optimisation, and brand storytelling
4. Developing and managing loyalty initiatives, VIP strategies, and enhanced clienteling experiences
5. Designing automated lifecycle journeys to deepen engagement and increase LTV
6. Partnering across the business to champion customer-centric thinking and share actionable insights
What You’ll Need to Succeed
7. 5+ years’ CRM or retention marketing experience, ideally within merce or retail
8. Proven track record of boosting repeat purchase, engagement, and customer lifetime value
9. Hands-on experience with a CRM/ESP platform (ideally Klaviyo)
10. Strong analytical ability, including experience with reporting, A/B testing, and segmentation
11. Experience developing or managing loyalty programmes
What You’ll Get in ReturnYou’ll join a collaborative, ambitious team where your ideas will directly influence how customers engage with the brand. Benefits include:
12. Staff discount
13. Health cash plan
14. Cycle to Work scheme
15. Hybrid working