CRM Manager - E-commerce Salary: up to £50,000 Location: Leeds Working Hours: Full-time, 9am – 5pm, Monday to Friday (Hybrid working available: 1 day a week from home) Role Purpose: The CRM Manager will take the lead in the delivery and optimization of email, SMS, and push The CRM Manager will take the lead in the delivery and optimization of email, SMS, and push notification strategies to increase brand engagement, customer loyalty, and sustainable growth. This role will focus on managing and growing the CRM database, driving new customer acquisition, retention, and improving customer lifetime value. You will be responsible for segmentation, automation, personalized communications, and providing valuable insights through performance reporting. You will also ensure a seamless customer journey across all CRM touchpoints and collaborate closely with internal teams to align with the broader marketing strategy. Key Responsibilities: Lead CRM Strategy: Own and implement the CRM strategy across all communication channels, including email, SMS, push notifications, and WhatsApp. Segmentation & Personalization: Manage CRM database segmentation to deliver highly personalized, targeted communications that drive engagement and conversion. Campaign Management & Automation: Build, implement, and optimize automated email, SMS, and push notification flows. Continuously improve and optimize existing automation. Reporting & Insights: Track campaign performance and provide regular reports on key metrics (open rates, click-through rates, conversion rates). Share insights with the wider team to inform future strategies. A/B Testing: Run A/B tests to optimize communication effectiveness and improve engagement and conversion rates. Database Management: Ensure the CRM database is well-maintained, segmented effectively, and up to date to ensure personalized, relevant communication. Compliance & Best Practices: Uphold high standards of GDPR compliance in all CRM activities. Stay updated with best practices for data protection and communication standards. Cross-Department Collaboration: Work closely with Trading, Brand, CRM, and Marketing teams to ensure CRM strategies align with the overall customer experience and brand goals Loyalty Program Management: Develop and manage loyalty programs to enhance customer retention and lifetime value. Experience Required: Experience: Minimum 5 years’ experience in CRM, preferably in an e-commerce environment. CRM Expertise: Strong technical knowledge of CRM platforms and processes. Experience with email service providers (ESP) is essential, with familiarity in Ometria or similar platforms being a plus. Data-Driven: Excellent analytical and data interpretation skills, with a focus on performance metrics, customer behaviour, and insights to drive decisions. Organisational Skills: Highly organized with exceptional time management and attention to detail, able to handle multiple campaigns and tasks simultaneously. Communication Skills: Strong communication and interpersonal skills to work effectively across departments and present data-driven insights. Project Management: Strong project management skills with a proven ability to take ownership and drive tasks from concept to completion. Benefits: Holiday: 25 days annual leave plus bank holidays, with the option to buy up to 2 additional days Parking: Free onsite parking Employee Discounts: 50% discount for staff, family, and friends Health Benefits: Health Cash Plan (available after probation) Sick Pay: 10 days paid sick leave after probationary period Flexible Working: Hybrid work option (1 day from home per week), with flexible start and finish times Bonus: Profit-related bonus scheme If you would like to apply then please email your CV to Jade.Lawlor@hawk-3.com or call Jade on 07526 166809 Closing date is 30.11.2025 - Please note this could change subject to suitable applications Hawk 3 Talent Solutions are acting as an employment agency on behalf of its client. By applying for the above position and providing your personal data to us you understand that your data will be processed in line with our Privacy Policy. To view our full Privacy Policy please visit our website. Hawk 3 Talent Solutions are committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future