Major Players | B Corp™
CRM & Loyalty Manager (12M FTC)
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Job Title: CRM & Loyalty Manager @ Premium Lifestyle Brand (12-Month FTC)
Location: London (3 days in-office)
Job Type: Full-Time, 12M FTC (mat cover) - start August/September
Salary: £60,000 - £65,000 DOE
A well-loved, premium lifestyle brand with a growing retail footprint across the UK is looking for a CRM & Loyalty Manager to cover a 12-month maternity leave, starting at the end of August or in September, with a handover period built in.
This is a meaty, hands-on senior role. You'd be a team of one, owning the full retention mix, email as the main focus, plus SMS, direct mail and brochure drops, while working closely with an in-house creative team, briefing designers and guiding copywriters.
Beyond core retention, there's a brief to evolve an existing loyalty proposition (VIP events, private sales, store activations) and a genuine omnichannel opportunity to connect in-store and online customer data.
Key Responsibilities
- Own the end-to-end CRM strategy across email, SMS, direct mail and brochure
- Build, test and optimise customer journeys (welcome, post-purchase, reactivation, browse abandonment, loyalty)
- Brief and steer an in-house creative team on design and copy
- Segment audiences using behavioural, transactional and demographic data
- Manage retention and direct mail budgets, tracking spend and forecasting
- Evolve loyalty levers including VIP events, private sales and in-store activations
- Identify opportunities to connect the in-store and online customer experience
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Skills & Experience Required
- 5+ years' CRM, retention or loyalty marketing experience within a luxury, premium or elevated brand (fashion, jewellery, made-to-order, subscription, or similar, sector agnostic)
- Strong balance of creative and analytical skills; comfortable briefing creative teams and troubleshooting data
- Experience with behavioural triggers and longer purchase journeys (not a fit for heavy discount/flash-sale environments)
- Hands-on experience with ESPs (Attentive experience helpful but not essential)
- Confident managing budgets and cross-functional stakeholders
Why Apply?
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- Join a well-established, growing premium brand at an exciting stage
- Full ownership of the CRM and loyalty function
- Real scope to shape an evolving loyalty programme and omnichannel strategy
- Work closely with senior leadership and an in-house creative team
If you would like a confidential chat about this role or your next career move, please get in contact with: coco.young@majorplayers.co.uk
Major Players are the UK's leading digital, marketing, and creative talent agency, and over the last 30 years we've consistently championed our people and communities. As a proud B Corp™, we are committed to improving diversity, equity and inclusion within the industries we service, creating impactful and sustainable change for our partners, candidates and employees. We offer equal opportunities to all candidates regardless of race, religion, gender, sexuality, disability, age, and other protected status as required by applicable law.
For further information about our DE&I commitments, please visit: www.majorplayers.co.uk/diversity-equity-inclusion/
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