Harnham
Senior CRM Manager
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Senior CRM & Loyalty Manager
London, Hybrid
Salary up to - £75,000
This is an exciting opportunity for an experienced CRM and loyalty professional to take ownership of customer engagement strategy within a well-established consumer brand. You will play a key role in shaping the future of loyalty, customer lifecycle marketing, and CRM transformation, with the autonomy to influence strategic decisions and deliver measurable commercial impact.
The Company
They are a leading omnichannel retail business with a strong customer focus and a significant investment in digital, CRM, and customer experience. With an established customer base and ambitious growth plans, they continue to enhance how they engage, retain, and reward customers across multiple channels. Collaboration, innovation, and customer-centric decision-making are central to their culture, creating an environment where CRM is recognised as a key driver of business performance.
The Role
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You will lead CRM and loyalty initiatives, driving customer engagement, retention, and personalisation across the customer journey.
Responsibilities include:
- Owning and developing the loyalty programme strategy to increase engagement and retention
- Defining and delivering CRM and loyalty roadmaps alongside senior stakeholders
- Managing customer lifecycle communications and automated marketing journeys
- Leading CRM activity across email, web, mobile, and retail touchpoints
- Delivering reporting, forecasting, and actionable customer insights
- Managing CRM technology and transformation projects from requirements gathering through to testing and implementation
- Driving personalisation and automation initiatives to improve customer experience and campaign effectiveness
- Leading and developing a small CRM team while fostering cross-functional collaboration with analytics, technology, ecommerce, and marketing teams
Your Skills & Experience
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- Strong commercial experience in CRM, customer lifecycle marketing, and loyalty programme management
- Background within retail, ecommerce, consumer, or customer-focused environments
- Hands-on experience with Salesforce CRM platforms, ideally including Salesforce Marketing Cloud and loyalty solutions
- Proven ability to build and optimise customer journeys and automated marketing programmes
- Excellent stakeholder management and communication skills
- Strong analytical mindset with the ability to translate data into commercial recommendations
- Experience managing CRM platforms, technology projects, and transformation initiatives
- Previous people management or leadership experience with a passion for developing others
How to Apply
If you are an experienced Senior CRM & Loyalty Manager looking to drive customer engagement, loyalty strategy, and CRM innovation within a growing organisation, apply today to find out more.
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