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CRM & Web Manager
Location: London Type: Full-time
About Case
Case creates contemporary furniture, lighting and accessories that combine intelligent design, exceptional quality and enduring value. Working with leading international designers, we develop products that are made to last and designed for modern living.
We're looking for a CRM & Web Manager to take ownership of our customer communications, website performance, and digital customer experience. This is a hands-on role for someone who enjoys combining data, creativity, and commercial thinking, and who is passionate about design-led brands.
The Role
Reporting into the Marketing team, you will be responsible for managing our CRM programme, maintaining and optimising the Case website, and ensuring our digital channels consistently deliver an exceptional customer experience.
You will work closely with internal teams and external agency partners to improve website performance, support ecommerce growth, and strengthen customer engagement throughout the customer lifecycle.
Key Responsibilities
CRM & Customer Lifecycle Marketing
- Own and manage the CRM strategy across email and customer marketing channels.
- Plan, build, and execute automated customer journeys, including:
- Welcome flows
- Browse abandonment
- Basket abandonment
- Post-purchase
- Re-engagement campaigns
- Create and manage campaign calendars, newsletters, and promotional communications.
- Segment customer audiences to improve personalisation and campaign effectiveness.
- Monitor and report on key CRM metrics, including:
- Engagement
- Conversion
- Retention
- Customer lifetime value (CLV)
- Develop testing and optimisation programmes to continuously improve performance.
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Website Management & Optimisation
- Manage the day-to-day running of the Case website.
- Continuously optimise website performance, usability, and conversion opportunities.
- Maintain high standards of website housekeeping, ensuring:
- Content
- Navigation
- Links
- Product information remain accurate and up to date
- Upload, format, and manage photography, product imagery, and other digital assets across the site.
- Coordinate:
- New product launches
- Seasonal campaigns
- Website content updates
- Work with developers and agency partners to:
- Identify
- Prioritise
- Implement website improvements
- Monitor customer journeys and user behaviour to enhance the online experience.
Agency & Stakeholder Management
- Act as the primary point of contact for:
- Web development
- CRM
- Digital agency partners
- Manage:
- Agency relationships
- Project timelines
- Ongoing development priorities
- Brief, coordinate, and review agency work to ensure:
- Projects are delivered on time
- Work meets high standards
- Collaborate closely with:
- Marketing
- Creative
- Ecommerce
- Customer service teams
Data & Reporting
- Analyse website and CRM performance using analytics tools.
- Produce regular reports and actionable insights to support:
- Commercial decision-making
- Maintain customer database integrity and ensure compliance with GDPR requirements.
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About You
- Experience in a CRM, Ecommerce, Digital Marketing, or Website Management role.
- Strong experience with CRM and email marketing platforms, such as:
- Klaviyo
- HubSpot
- Experience managing content within Shopify.
- Excellent organisational skills and a strong attention to detail.
- Comfortable working with:
- Data
- Reporting
- Performance analysis
- Confident managing:
- External agencies
- Multiple projects simultaneously
- Strong written communication skills and a customer-focused mindset.
Desirable Experience
- Graphic design skills and proficiency in Adobe Creative Suite or similar design tools.
- An interest in:
- Contemporary design
- Interiors
- Furniture
- Homewares
- Experience within a:
- Premium retail
- Lifestyle
- Design-led brand
- Knowledge of:
- SEO
- Ecommerce best practices
Why Join Case?
- Join a respected British furniture brand with a strong design heritage.
- Work alongside a passionate and collaborative team.
- Play a key role in shaping the customer experience and growth of our direct-to-consumer business.
- Opportunity to combine creativity, technology, and commercial impact in a fast-moving environment.
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