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Introduction: Founded in 1875, our long history has been built on innovation, craftsmanship and above all, incredible talent. Born from the adventurous spirit of our founder, Arthur Lasenby Liberty, we remain true to our heritage. From our iconic prints to our beautifully curated Interior, Home and Crafting Collections, passion, vision and dynamism are part of our DNA, and that extends to our brilliant team who bring them to life.
Role Overview: Liberty has a uniquely loyal customer base, and this role sits at the heart of it. As CRM Manager you will own our global customer strategy, turning data and insight into activity that deepens relationships, drives engagement and maximises lifetime value across all channels.
You'll also take the lead on Liberty Collective, our loyalty programme, and The Beauty Drop, our beauty subscription, using segmentation and behavioural insight to keep customers coming back.
Key Responsibilities: Define and own the customer contact strategy across channels, continuously improving it to enhance experience and drive incremental revenue Lead and develop the CRM team in planning and delivering all customer campaigns, with particular emphasis on email, ensuring activity is relevant, targeted and consistently measured Own and optimise customer journey communications across the full lifecycle, from welcome and repeat purchase through to retention and reactivation Drive campaign performance improvements through robust test and learn practices Manage Liberty Collective and The Beauty Drop, driving retention, engagement and customer growth Manage and develop a team of 3, including 2 direct reports
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About You: Proven experience in a retail environment designing, delivering and embedding a customer-focused CRM strategy Experience developing commercial CRM strategies that deliver incremental revenue and profit Proven experience across customer segmentation and targeting, lifecycle strategy, campaign execution and measurement, loyalty programme management, omni-channel customer experience and team management Strong analytical skills with the ability to monitor performance and interpret results Technical knowledge of data systems, ecommerce and ESP platforms; experience onboarding a CDP or ESP is an advantage Solid understanding of industry benchmarks and emerging developments
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Please note this is a maternity cover contract. Applications close 3 July 2025.
Liberty is proud to be an equal opportunities employer and opposes all forms of unlawful discrimination. We are committed to creating an environment where people from all backgrounds can thrive – bringing their unique perspectives, skills, and experience to everything we do.
We are dedicated to eliminating both conscious and unconscious bias from our practices. Our approach is grounded in respect, fairness, and consistency, ensuring that no one is treated less favourably based on gender, race, age, disability, sexual orientation, religion or belief, or any other protected characteristic.
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