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CRM Manager
Description
You know all about our high street roots and bricks and mortar stores. Now, we're looking to the future. Since 2021, we've embraced some changes. Debenhams hasn’t made a comeback - we’ve been here since 1778, evolving and adapting to the times. This is Debenhams today - Britain’s Leading Online Department Store.
We are more than a department store - we are an institution. From creating the blueprint for designer collaborations with designers at Debenhams, to launching countless brands and inventing the beauty counter, we’ve consistently shaped the retail landscape.
We don’t underestimate the power of our brand or the place we hold in people’s hearts. This is only the beginning of the next chapter for Debenhams.
Britain needs Debenhams.....Debenhams needs you
Your Role
Reporting to the Head of CRM, you will support the development and execution of data-driven CRM strategies focused on increasing customer engagement, retention, and lifetime value.
This role blends hands-on CRM delivery with analytical insight and cross-functional collaboration. We’re looking for a proactive, creative, and commercially minded CRM professional who enjoys working in a fast-paced environment, is comfortable managing campaigns end to end, and plays a key role in supporting the continued growth of the CRM function.
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What You'll Be Doing
- Support the planning and delivery of CRM strategies aligned with business KPIs, covering lifecycle marketing, retention, reactivation, and loyalty initiatives.
- Manage and execute multi-channel CRM campaigns and automated journeys across key customer lifecycle stages.
- Assist in defining campaign goals and KPIs, monitoring performance and sharing insights with key stakeholders.
- Deliver personalised customer experiences across email, SMS, push notifications, in-app messaging, and web touchpoints.
- Build, manage, and refine customer segments using behavioural, demographic, and lifecycle data.
- Work closely with the Head of CRM and wider marketing teams to ensure CRM activity is aligned with broader campaigns and commercial objectives.
- Support the ongoing use and optimisation of the Bloomreach platform, acting as a key day-to-day contact.
- Produce regular reporting (weekly and monthly) highlighting campaign performance, learnings, and optimisation opportunities.
- Lead, mentor, and support the development of junior CRM team members, fostering a culture of data-driven decision-making and continuous improvement.
- Contribute ideas and insights to continuously improve CRM effectiveness and customer experience.
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More About You
- A creative, data-driven, and commercially aware marketer who enjoys being hands-on and involved in execution as well as planning.
- Strong analytical skills with the ability to turn data into clear actions and improvements.
- Proven experience in a CRM or email marketing role.
- Hands-on experience with email marketing and campaign management platforms.
- Highly organised with strong attention to detail and process.
- Customer-focused, with an understanding of lifecycle marketing and personalisation.
- Proactive, enthusiastic, and comfortable working in a fast-paced environment.
- Keen to stay up to date with CRM trends, tools, and best practices.
- A collaborative team player, confident working cross-functionally to deliver shared goals.
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