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Senior CRM Manager
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Senior CRM Manager
Location: London / Head Office
The Opportunity
We’re partnering with a well-known retail brand on an exciting opportunity for a Senior CRM Manager to take ownership of its customer lifecycle, retention, and CRM strategy.
This is a great opportunity for an ambitious CRM professional who is ready to take the next step in their career, or an existing Senior CRM Manager looking for greater ownership, responsibility, and commercial impact.
You’ll play a key role in shaping how the business engages with its customers across the full lifecycle, using data, insight, and personalization to drive engagement, retention, repeat purchase, and customer value.
What You'll Be Doing
- Help shape and deliver the CRM strategy across the business.
- Own customer lifecycle activity across acquisition, onboarding, retention, reactivation, and loyalty.
- Develop targeted customer journeys using behavioral and transactional data.
- Lead segmentation and personalization across CRM channels.
- Own and develop the use of Bloomreach across the customer lifecycle.
- Lead the email CRM strategy and campaign calendar, working closely with Trading and Ecommerce.
- Develop automated and triggered communications across email, SMS, and app push.
- Identify opportunities to increase customer retention, repeat purchase, and lifetime value.
- Use customer insight to identify opportunities for growth and reduce churn.
- Develop and optimize CRM reporting, testing, and measurement.
- Analyse campaign performance and make commercially focused recommendations.
- Support the development of loyalty and customer reward initiatives.
- Work closely with Ecommerce, Trading, Insight, and Retail teams.
- Manage and develop junior members of the CRM team.
- Work with agencies and technology partners where required.
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About You
You’ll be an experienced CRM professional with a strong understanding of customer lifecycle marketing and a genuine passion for using customer data to improve commercial performance.
We're particularly interested in people who have:
- 4+ years' CRM experience within retail, fashion, lifestyle, or ecommerce.
- Experience with Bloomreach or a similar CRM platform.
- Strong email marketing and lifecycle experience.
- Experience with customer segmentation and personalization.
- A strong understanding of retention, repeat purchase, and customer lifetime value.
- Good analytical and commercial skills.
- Experience working closely with Ecommerce and Trading teams.
- Previous experience mentoring or managing junior CRM professionals.
- Strong stakeholder management and communication skills.
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Loyalty experience, international CRM exposure, SQL, or more advanced customer data experience would be advantageous, but are not essential.
The Opportunity
This is a chance to step into a senior CRM position with a well-known retail brand, taking genuine ownership of customer engagement and retention strategy while working across a broad, commercially focused CRM remit.
If you're currently a CRM Manager looking for that next step into a more senior role, we'd be particularly interested in hearing from you.
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