Charlie Oscar
CRM & Loyalty Manager
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About the business
Our client is a fast-growing, London-based fashion retail brand with a strong presence both in-store and online. Known for combining style with genuine attention to fit and customer care, they've built a loyal following by putting quality and service at the heart of everything they do. It's an inclusive, values-led brand with big ambitions for growth - both in the UK and internationally.
The role
We're looking for a CRM and Loyalty Manager to join a dynamic team and help drive customer lifetime value and retention across digital and store channels. This is a hands-on leadership role, owning CRM and loyalty strategy end to end - email, SMS, digital media, in-store comms and the loyalty scheme - with real scope to shape the future of the proposition.
What you'll be doing
- Develop and evolve the CRM strategy to maximise customer lifetime value and loyalty
- Lead the ongoing development of the loyalty scheme across digital and store channels
- Own the CRM budget in full
- Manage the relationship with the CRM platform provider and maximise its capabilities
- Own multi-channel lifecycle journeys - retention, growth and reactivation
- Train and develop a CRM Executive to deliver best-in-class customer communications
- Improve automation of lifecycle comms, working with agency and digital partners
- Use reporting and insight to test, trial and forecast - measuring impact on CLV
- Work with the wider Marketing team to develop store communications and drive data capture
- Build community and engagement through loyalty and customer channels
- Track market trends and propose new initiatives, technology and platforms
- Maintain strong database health across email and SMS for high deliverability
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What we're looking for
- Results-focused, with strong business acumen and high standards
- Strong interpersonal skills - comfortable working with internal stakeholders and external partners
- Entrepreneurial mindset with a balanced approach to risk
- Resilient, adaptable, and thrives in a fast-paced environment
- Proven track record improving customer lifetime value and email marketing performance
- CRM/loyalty experience within a consumer brand, ideally fashion
- Strong knowledge of CRM platforms and email marketing
- Excellent CRM data analytics skills
- Highly organised with strong attention to detail
- Creative eye with a flair for design
- Excellent copywriting skills and high accuracy
- International experience a bonus
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What's on offer
- Competitive salary
- Fun, collaborative working environment
- Generous holiday allowance, plus an additional wellbeing day
- Regular social events
- Enhanced pension scheme after qualifying service
- Staff discounts across a wider retail group
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