CRM & Loyalty Manager
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What you'll do
- Develop and evolve the CRM strategy to maximise customer lifetime value and loyalty
- Lead the ongoing development of the loyalty scheme across digital and store channels
- Own the CRM budget in full
- Manage the relationship with the CRM platform provider and maximise its capabilities
- Own multi-channel lifecycle journeys - retention, growth and reactivation
- Train and develop a CRM Executive to deliver best-in-class customer communications
- Improve automation of lifecycle comms, working with agency and digital partners
- Use reporting and insight to test, trial and forecast - measuring impact on CLV
- Work with the wider Marketing team to develop store communications and drive data capture
- Build community and engagement through loyalty and customer channels
- Track market trends and propose new initiatives, technology and platforms
- Maintain strong database health across email and SMS for high deliverability
What they're looking for
- Results-focused, with strong business acumen and high standards
- Strong interpersonal skills - comfortable working with internal stakeholders and external partners
- Entrepreneurial mindset with a balanced approach to risk
- Resilient, adaptable, and thrives in a fast-paced environment
- Proven track record improving customer lifetime value and email marketing performance
- CRM/loyalty experience within a consumer brand, ideally fashion
- Strong knowledge of CRM platforms and email marketing
- Excellent CRM data analytics skills
- Highly organised with strong attention to detail
- Creative eye with a flair for design
- Excellent copywriting skills and high accuracy
Nice to have
- International experience a bonus
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
About the business
Our client is a fast-growing, London-based fashion retail brand with a strong presence both in-store and online. Known for combining style with genuine attention to fit and customer care, they've built a loyal following by putting quality and service at the heart of everything they do. It's an inclusive, values-led brand with big ambitions for growth - both in the UK and internationally.
The role
We're looking for a CRM and Loyalty Manager to join a dynamic team and help drive customer lifetime value and retention across digital and store channels. This is a hands-on leadership role, owning CRM and loyalty strategy end to end - email, SMS, digital media, in-store comms and the loyalty scheme - with real scope to shape the future of the proposition.
What you'll be doing
Develop and evolve the CRM strategy to maximise customer lifetime value and loyalty
Lead the ongoing development of the loyalty scheme across digital and store channels
Own the CRM budget in full
Manage the relationship with the CRM platform provider and maximise its capabilities
Own multi-channel lifecycle journeys - retention, growth and reactivation
Train and develop a CRM Executive to deliver best-in-class customer communications
Improve automation of lifecycle comms, working with agency and digital partners
Use reporting and insight to test, trial and forecast - measuring impact on CLV
Work with the wider Marketing team to develop store communications and drive data capture
Build community and engagement through loyalty and customer channels
Track market trends and propose new initiatives, technology and platforms
Maintain strong database health across email and SMS for high deliverability
What we're looking for
Results-focused, with strong business acumen and high standards
Strong interpersonal skills - comfortable working with internal stakeholders and external partners
Entrepreneurial mindset with a balanced approach to risk
Resilient, adaptable, and thrives in a fast-paced environment
Proven track record improving customer lifetime value and email marketing performance
CRM/loyalty experience within a consumer brand, ideally fashion
Strong knowledge of CRM platforms and email marketing
Excellent CRM data analytics skills
Highly organised with strong attention to detail
Creative eye with a flair for design
Excellent copywriting skills and high accuracy
International experience a bonus
What's on offer
Competitive salary
Fun, collaborative working environment
Generous holiday allowance, plus an additional wellbeing day
Regular social events
Enhanced pension scheme after qualifying service
Staff discounts across a wider retail group
Company
Company facts come from this company's own listings. We only show what the postings themselves carry.