Harnham
Senior CRM Manager
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Senior CRM & Loyalty Manager
I'm hiring a Senior CRM & Loyalty Manager for one of the UK's best-known retail brands.
This is a strategic leadership role focused on owning and evolving the loyalty proposition, customer lifecycle strategy, and CRM programme for a business with over 100 stores across the UK and Ireland and a growing omnichannel presence.
The company
A well-established retail brand with a highly engaged customer base and significant investment in CRM, loyalty, and customer experience.
With over 100 locations across the UK and Ireland, the business continues to invest heavily in digital, retention, and customer engagement capabilities.
The role
Reporting into the Head of CRM, you'll lead both the strategic and operational delivery of CRM and loyalty activity across the business.
This role has two major areas of focus:
Loyalty
- Own and evolve the company's loyalty programme
- Develop new loyalty propositions and customer engagement initiatives
- Identify opportunities to increase retention, loyalty engagement, and customer value
- Work closely with senior stakeholders to shape future loyalty strategy
Customer Lifecycle
- Build and optimise customer lifecycle journeys
- Deliver personalised customer experiences across email, web, mobile, and retail channels
- Improve automation and CRM maturity across the business
- Drive customer retention and engagement initiatives
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What you'll be doing
- Define CRM and loyalty strategy alongside the Head of CRM
- Lead lifecycle marketing and customer journey optimisation
- Own the ongoing development of the loyalty programme
- Present recommendations, insights, and performance updates to senior stakeholders
- Drive CRM transformation projects and platform improvements
- Lead personalisation and customer retention initiatives
- Coach and develop a CRM Manager and CRM Executive
- Partner closely with Analytics, Ecommerce, Technology, Marketing, and Retail teams
Must-haves
- 5+ years' CRM experience
- Experience developing customer lifecycle journeys
- Strong stakeholder management and communication skills
- Commercial mindset with a focus on customer value and retention
- Experience working cross-functionally with marketing, technology, and analytics teams
- Previous exposure to loyalty programmes or customer engagement initiatives
Strongly preferred
- Retail or eCommerce background
- Loyalty programme ownership
- Salesforce CRM experience (any CRM platform considered)
- Experience managing or mentoring team members
- Customer retention, personalisation, and automation experience
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The team
- Reports into the Head of CRM
- Manages a CRM Manager and CRM Executive
- Works closely with Analytics, Technology, Ecommerce, Marketing, and Retail teams
This is a highly visible role with genuine influence over customer strategy and the future direction of loyalty within the business.
Why this role?
- Opportunity to own and shape a major loyalty programme
- Strategic leadership role with hands-on influence
- Established retail brand with significant investment in CRM
- Strong visibility across the organisation
- Opportunity to lead and develop a growing team
- Blend of strategy, customer insight, lifecycle management, and loyalty innovation
Package
- Up to £75,000 salary
- Hybrid working (2 days per week in office)
- 40% staff discount
- Up to 34 days holiday including bank holidays
- Birthday off
- Pension scheme
- Career development opportunities
Interview process
- Stage 1: Interview with CRM leadership and current role holder
- Final stage: In-person interview with presentation and stakeholder meeting
If you're a CRM leader with strong loyalty and lifecycle experience looking for a role with genuine ownership and strategic influence, this is a fantastic opportunity to make a meaningful impact.
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