Harnham
Customer Relationship Management Manager
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Senior CRM Manager
£65,000 - £75,000
Hybrid - West Lothian (2x days per week)
Are you an experienced CRM and loyalty professional looking to take ownership of customer engagement strategy at scale? This is an exciting leadership opportunity to shape the future of a well-established omnichannel retail business, driving loyalty, retention, personalisation, and CRM transformation initiatives across multiple customer touchpoints.
The Company
They are a leading consumer retail business with a strong presence across the UK and Ireland. With a highly engaged customer base and a continued investment in digital, CRM, and customer experience, they are focused on delivering exceptional customer journeys across online and offline channels. The business offers a collaborative environment where CRM plays a central role in driving commercial growth and customer loyalty.
The Role
As Senior CRM & Loyalty Manager, you will lead the CRM and loyalty strategy, taking ownership of customer lifecycle marketing and loyalty programme development.
Responsibilities include:
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- Own and evolve the customer loyalty programme, driving engagement and retention
- Define and execute CRM and loyalty strategies in partnership with senior stakeholders
- Lead customer lifecycle marketing programmes and automated customer journeys
- Deliver CRM activity across email, web, mobile, and retail channels
- Provide reporting, forecasting, customer insight, and commercial recommendations
- Manage CRM technology projects from requirements gathering through to testing and deployment
- Drive personalisation and marketing automation initiatives
- Lead, coach, and develop a small CRM team
- Collaborate closely with analytics, technology, ecommerce, marketing, and retail stakeholders
Your Skills & Experience
- Strong CRM and loyalty marketing experience within a retail, ecommerce, or consumer-focused environment
- Proven ownership of customer loyalty programmes and lifecycle marketing strategies
- Experience managing CRM campaigns across multiple customer channels
- Strong understanding of CRM platforms, ideally including Salesforce technologies
- Ability to deliver customer insight, performance reporting, and commercial recommendations
- Experience working alongside technical, product, or IT teams on CRM projects
- Excellent stakeholder management and communication skills
- Strong analytical mindset with a focus on customer engagement and commercial outcomes
- Experience leading and developing team members
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What They Offer
- Salary up to £75,000
- Hybrid working with 2 days per week in the office
- Generous holiday allowance
- Staff discount programme
- Pension scheme
- Health and wellbeing benefits, including access to virtual healthcare support
- Employee assistance programme
- Excellent career development and progression opportunities
- Opportunity to lead strategic CRM and loyalty initiatives with significant business impact
How to Apply
If you are passionate about CRM, customer loyalty, and delivering customer-centric growth, apply today to learn more about this Senior CRM & Loyalty Manager opportunity.
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