Senior CRM Manager

We are delighted to be working in partnership with one of the UK’s leading retail businesses, home to well known high-street brands and employing over 6,000 people, across a growing estate of over 240 stores. They are looking for a Senior CRM Manager to lead customer engagement, retention and loyalty strategy across their multi-brand estate, with a particular focus on driving frequency, customer lifetime value and measurable commercial performance.

In this high-impact role, you will sit at the centre of marketing, digital and technology transformation within the organisation, working across the brands to manage millions of customer relationships, industry-leading loyalty programmes, and increasingly personalised digital experiences. This includes web, app, paid media, CRM and ordering channels. You will lead the development of customer journeys, lifecycle communications, segmentation strategies and loyalty engagement programmes that drive meaningful commercial outcomes.

Key Responsibilities include:

• Lead CRM strategy across customer acquisition, engagement, retention and reactivation
• Develop and optimise lifecycle journeys across email, push notifications, SMS and app channels
• Drive measurable improvements in key KPIs including frequency, customer lifetime value, retention, open rates, click-through and conversion
• Own campaign planning and CRM calendars aligned to brand and commercial priorities
• Support the ongoing evolution of loyalty programmes
• Work closely with Brand and Commercial teams to develop compelling member propositions, rewards and promotional mechanics
• Use customer insight and loyalty data to identify growth opportunities and behavioural trends

The successful Senior CRM Manager will have around 5 years’ CRM Management experience within B2C, D2C or consumer focused sectors. They will have a demonstratable experience of working with CRM and marketing automation platforms, along with a strong commercial mindset and a clear understanding of how CRM drives revenue and customer value. Strong stakeholder management skills are essential, along with excellent presentation skills and a naturally analytical mindset. Experience of working with loyalty programs, customer segmentation and personalisation strategies would be highly advantageous.  

This is a fantastic and rewarding opportunity to work at the heart of customer experiences in a varied and exciting role, with fantastic benefits and realistic career development opportunities to compliment the role.