CRM & Loyalty Manager | DTC & B2B | West Midlands | Competitive Salary + Benefits
Zachary Daniels Recruitment are partnering with a nationally recognised, customer led business investing heavily in loyalty and customer engagement. This is an exciting opportunity to take ownership of CRM, loyalty and customer engagement strategy within a business that is investing heavily in customer retention, lifetime value and loyalty as key drivers of future growth.
Reporting into the Head of Customer & Loyalty, the CRM & Loyalty Manager will play a pivotal role in shaping how the brand connects with customers across both digital and in-store channels. This role is ideal for someone who wants real ownership, enjoys working with autonomy and is passionate about creating loyalty strategies that deliver measurable commercial impact.
This is a high visibility opportunity for a CRM & Loyalty Manager looking to make a genuine mark and build something meaningful.
The CRM & Loyalty Manager will lead the delivery of CRM and loyalty strategy across the full customer lifecycle, driving stronger engagement, repeat purchase and long term value.
This is a hands on role where you will combine strategic thinking with execution, owning campaigns, evolving the loyalty proposition and using customer insight to improve performance.
The CRM & Loyalty Manager will have the freedom to shape ideas, test initiatives and influence the wider customer agenda.
Key Responsibilities
* Define and deliver the CRM strategy across acquisition, onboarding, engagement, retention and reactivation
* Plan, execute and optimise CRM campaigns across email, SMS and other direct communication channels
* Lead segmentation and personalisation strategies to create relevant and high performing customer communications
* Own the development and ongoing optimisation of the loyalty programme, including rewards, benefits and partner opportunities
* Drive customer engagement, frequency and lifetime value through loyalty led initiatives
* Design and improve customer journeys across both digital and in-store touchpoints
* Use data, testing and customer insight to continuously improve campaign and programme performance
* Work closely with analytics teams to track key metrics and identify growth opportunities
* Collaborate with marketing, ecommerce, digital and technology teams to deliver joined up customer initiatives
* Lead and develop a small CRM and campaign delivery team
* Report on campaign performance, loyalty engagement and commercial contribution to senior stakeholders
About You
* Strong background in CRM, loyalty or customer engagement within a retail or customer led business
* Passion for loyalty strategy and creating propositions that genuinely engage customers
* Hands on experience managing CRM platforms and lifecycle marketing campaigns
* Track record of improving retention, repeat purchase and customer value through loyalty or CRM initiatives
* Highly data driven, comfortable using insight, testing and segmentation to improve results
* Commercially aware with a clear understanding of how loyalty drives revenue and growth
* Confident working autonomously and taking ownership of key initiatives
* Strong stakeholder management skills with the ability to influence across multiple teams
* A proactive, hands on leader who enjoys both strategy and delivery
* Thrives in a fast paced environment with plenty of opportunity to make an impact
Why Apply
* Rare opportunity to take ownership of CRM and loyalty within a growing retail business
* Play a visible role in shaping customer engagement strategy and commercial growth
* Join a business investing in loyalty, retention and customer experience
* Autonomy and support to build meaningful initiatives with real impact
* Strong career opportunity for someone looking to elevate their profile
* Competitive salary and benefits package
Apply today to find out more and be considered.
BH35679