**STRICTLY NO AGENCIES**
JOB PURPOSE:
We're looking for a commercially focused digital Customer Relationship Manager to own our CRM strategy and execution. This is a new role in the business with a clear mission: to turn customer data into personalised digital journeys that increase loyalty, repeat purchases, and revenue.
Our largest clients are supported by dedicated account managers. Your role is to deliver that same level of personalised care digitally, through campaigns and automation, to our wider customer base.
You'll be our CRM expert and champion, creating and executing campaigns, and helping the business use CRM to drive measurable growth. Success in this role will be measured by outcomes such as customer engagement, retention, order frequency, customer lifetime value, and ROI.
This role is offered on a hybrid basis, combining office collaboration with the flexibility of remote working.
KEY RESPONSIBILITIES:
* Act as the digital account manager for our wider customer base, delivering personalised journeys that drive retention, repeat purchase, and growth.
* Write, edit, and optimise engaging copy for CRM campaigns (email, SMS, web), ensuring tone and messaging align with brand and drive conversions.
* Own and optimise our CRM (Freshsales Suite / Freshmarketer) ensuring effective segmentation, automation, and clean, actionable data.
* Design and run lifecycle journeys across channels (email, SMS, web) including onboarding, loyalty, and reactivation.
* Collaborate on customer journeys within the Trade It platform, making sure digital touchpoints are consistent with CRM campaigns.
* Use customer insights (RFM analysis, order history, web behaviour) to create targeted and relevant campaigns.
* Design and manage customer pipelines and scoring models, ensuring the right customers receive the right journeys at the right time.
* Measure, test, and optimise campaigns to maximise ROI, conversions, and customer value.
* Contribute to the design and potential launch of a future customer loyalty or rewards programme, ensuring it drives retention and commercial value.
* Work closely with Sales and Marketing to align CRM activity with wider growth strategies.
* Champion CRM best practices across the business, supporting adoption and upskilling colleagues.
* Stay ahead of CRM and lifecycle marketing trends, applying new approaches to improve results.
KEY METRICS FOR SUCCESS
* Increased customer engagement and conversions driven by CRM campaigns.
* Increased average order value and repeat purchase rate across the wider customer base.
* Improved retention and reduced churn in managed segments.
* Well-structured, accurate CRM data that enables effective segmentation, reporting, and supports campaign effectiveness.
* Measurable ROI from lifecycle campaigns and automation.
WHO YOU ARE
* 3+ years' experience in CRM, lifecycle, or marketing automation with proven commercial results.
* Strong hands-on experience with CRM and marketing automation platforms (Freshsales Suite / Freshmarketer or similar).
* A commercially minded approach: you measure success by customer growth, engagement, and retention as well as sales outcomes.
* Analytical and data-focused, with experience in segmentation, RFM modelling, and customer journeys.
* Comfortable balancing strategy and execution with the ability to design and deliver plans end-to-end.
* Strong communicator who can champion CRM across the business.
* Experience with international campaigns (multi-language or multi-market) is a plus.
* Knowledge of website UX or conversion optimisation is desirable.
WHY JOIN US
This is a rare opportunity to define and lead a new capability within the business. As our first CRM Manager, you'll have the freedom to shape strategy, deliver campaigns, and prove the commercial impact of CRM.
You'll directly contribute to business growth by unlocking the potential of the wider customer base, ensuring they get the same care digitally that our top-tier customers get through personal account management.
If you're commercially minded, hands-on with CRM, and excited by the challenge of building something new, including shaping a potential loyalty scheme, this role offers the chance to make a measurable difference and establish yourself as the go-to CRM expert in our growing team.
SALARY & BENEFITS
* Competitive base salary (depending on experience). This is a salaried role without a commission or sales bonus. Success is measured by the commercial impact of CRM activity, but not linked to individual sales performance.
* 21 days annual leave plus bank holidays, plus Birthday day off.
* Employee Assistance Programme.
* Hybrid working – a mix of head office collaboration and remote flexibility.
* Pension contribution
* Staff discounts.
* Ongoing training and professional development opportunities.
HOURS / WORKING PATTERN
* 37.5 hours per week.
* Monday – Friday, 08:30 – 16:30 hrs (incl 30 min unpaid lunch)
* Hybrid working pattern to be discussed.
Job Types: Full-time, Permanent
Pay: £31,000.00-£35,000.00 per year
Benefits:
* Company events
* Company pension
* Employee discount
* Free parking
* Work from home
Experience:
* Customer relationship management: 3 years (required)
* Marketing automation: 1 year (required)
* B2B: 1 year (required)
Work authorisation:
* United Kingdom (required)
Work Location: In person