CRM Manager

CRM Manager

• Location: Swindon (Hybrid, 3 days in the office, 2 days from home)
• Job Type: Permanent, Full Time

REED Marketing & Creative are pleased to be partnering with a growing e-commerce retail business to recruit a CRM Manager. This is a newly established opportunity focused on customer retention, engagement and lifecycle marketing, offering the chance to take ownership of the CRM function and help shape its future direction.

The Role

This role will own the post-acquisition customer journey, with a particular focus on email marketing, customer engagement and retention. You will drive CRM performance, improve customer experiences and use data insights to increase first and repeat purchases.

Key Responsibilities

• Own the CRM programme, including lifecycle journeys, segmentation and campaign delivery.
• Drive activation of database members into first-time customers and encourage repeat purchases.
• Develop new opportunities to grow and strengthen the customer database.
• Analyse customer and order data to identify opportunities for improved retention and engagement.
• Improve email journeys through greater personalisation, enhanced customer experiences and relevant recommendations.
• Monitor key CRM metrics including engagement, conversion, repeat purchase behaviour and retention performance.
• Support customer data quality initiatives and collaborate with technical specialists to improve CRM effectiveness.
• Work closely with internal teams and external CRM specialists to deliver CRM projects and share actionable insights.
• Report on retention performance and contribute to deliverability, engagement and customer lifecycle improvement projects.

Experience & Skills required

• Experience in CRM, email marketing, analytics or another data-driven marketing role.
• Hands-on experience with an Email Service Provider (ESP) such as Klaviyo or a comparable platform, including customer segmentation, lifecycle journeys and campaign delivery.
• Experience building and optimising CRM programmes through email marketing and customer engagement activity.
• Strong analytical skills with a genuine curiosity for customer behaviour and engagement.
• Ability to use data and insight to identify opportunities and improve performance.
• Experience with an email service platform is advantageous, although platform-specific experience is not essential.
• Knowledge of spreadsheets, SQL or data analysis tools would be beneficial.
• Strong communication and collaboration skills with a proactive, ownership-focused approach.
• Experience within retail, consumer products, online commerce or another customer-focused sector would be beneficial.

Interested? Apply online or contact Jo Aldred at Reed Marketing & Creative