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Senior CRM & Loyalty Manager
London - hybrid, 2x per week in office
Up to £75,000 + benefits
This is an exciting opportunity to shape the future of customer engagement for a well-established consumer brand undergoing significant investment in CRM, loyalty, and digital transformation. You'll take ownership of a high-profile loyalty programme, lead a talented team, and play a key role in driving customer retention, personalisation, and commercial performance.
The Company
They are a leading omnichannel retail business with a strong customer focus and a recognised presence across the UK and Ireland. With substantial investment in digital capabilities, customer experience, and CRM technology, they are committed to delivering more personalised and engaging experiences for their customers. Collaboration is at the heart of their culture, with CRM working closely alongside Analytics, Technology, Ecommerce, and Marketing teams to drive innovation and growth.
The Role
As the Senior CRM & Loyalty Manager, you will lead the CRM and loyalty function, owning strategy, execution, and continuous improvement across the customer lifecycle.
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Key responsibilities include:
- Owning and developing the loyalty programme strategy and roadmap.
- Shaping CRM and customer engagement strategy alongside senior leadership.
- Leading lifecycle marketing programmes and automated customer journeys.
- Delivering CRM campaigns across email, web, mobile, and in-store channels.
- Driving customer retention, engagement, and personalisation initiatives.
- Managing CRM technology projects from requirements gathering through testing and deployment.
- Partnering with Analytics and Technology teams to enhance platforms, processes, and customer insight.
- Providing reporting, forecasting, performance analysis, and commercial recommendations.
- Presenting findings and strategic recommendations to senior stakeholders.
- Leading, mentoring, and developing a small CRM team.
Your Skills & Experience
- Strong commercial CRM experience within retail, ecommerce, or customer-centric environments.
- Proven ownership of loyalty programmes and customer engagement strategies.
- Expertise in customer lifecycle marketing, campaign management, and automation.
- Experience working with Salesforce CRM platforms, ideally including Salesforce Marketing Cloud and loyalty solutions.
- Strong stakeholder management skills with the ability to influence at multiple levels.
- A data-driven approach with the ability to turn customer insight into business impact.
- Experience partnering closely with Technology and IT teams on CRM projects and platform enhancements.
- Confident communicating complex ideas and presenting recommendations to senior audiences.
- Previous people management or team leadership experience.
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What They Offer
- Salary up to £75,000.
- Hybrid working with 2 days per week in the office.
- Generous staff discount.
- Strong opportunities for career development and progression within a growing team.
- The chance to lead a key function during an exciting period of CRM and loyalty transformation.
How to Apply
If you're an experienced CRM and loyalty professional looking for an opportunity to drive strategy, lead a team, and make a measurable commercial impact, apply today to learn more about this Senior CRM & Loyalty Manager opportunity.
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