CRM Manager

We’re looking for a commercially minded CRM Manager to take ownership of the customer lifecycle across email and SMS, driving retention, engagement, and revenue.

This is a hands-on role where you’ll own the CRM strategy day to day, with support from a CRM resource to help execute campaigns and journeys. You’ll have the opportunity to shape and scale the channel, test new ideas, and identify opportunities to turn customer insight into commercial growth.

What you’ll be doing:

• Own the end-to-end customer lifecycle across email and SMS, from welcome through to repeat purchase and win-back.
• Build, optimise, and manage automated journeys including welcome, browse/basket abandonment, post-purchase, reviews, and win-back.
• Plan and deliver an engaging CRM campaign calendar aligned with trading, launches, and key promotional activity.
• Develop segmentation, personalisation, and testing strategies to improve engagement and conversion.
• Grow the quality and size of the subscriber base and identify opportunities to increase CRM’s contribution to revenue.
• Use customer and e-commerce data to understand behaviour, identify opportunities, and improve retention.
• Own day-to-day management of the CRM platform, ensuring journeys, integrations, and data are working effectively.
• Monitor key CRM metrics including revenue, revenue per recipient, conversion, retention, list growth, and deliverability.
• Turn performance data into clear recommendations and actionable improvements.
• Manage and support a CRM resource, creating clear processes and high standards across the channel.