Senior CRM Manager

6 days ago

London Area, United Kingdom WeComm Full time £50,000 - £75,000 per year

THE BRAND

This business operates within the premium fashion and lifestyle sector, with a strong multichannel presence across stores, concessions and ecommerce. It is known for its distinct design identity, thoughtful craftsmanship and customer-focused ethos. The culture is collaborative, creative and non-hierarchical, encouraging accountability, entrepreneurial thinking and innovation at all levels. The environment values people, supports development, and continually seeks to deliver elevated experiences that build long-term customer loyalty and brand advocacy.

THE ROLE

The Senior CRM Manager will lead the full CRM and Loyalty function, shaping and delivering the strategy that increases customer frequency, spend and lifetime value across multiple markets. You will own the lifecycle communications plan across email, SMS, website and direct mail, balancing commercial trading priorities with brand expression. A key part of the role includes building and optimising automated customer journeys through an advanced Customer Data Platform, driving behavioural triggers, segmentation and personalisation at scale. This position oversees a high-output CRM team of 11, with two direct reports, ensuring excellent execution, strong creative standards, operational efficiency and seamless cross-channel campaign delivery in partnership with digital, content, retail and insight teams. The role requires a start date in early to mid-February 2026 to allow for structured handover, is offered as a minimum 12-month maternity cover contract, operates on a hybrid basis (2–3 days per week in the London office) and offers a salary up to £75k with a full senior benefits package.

THE PERSON

You will bring a minimum of four years' experience in CRM, ideally within retail or ecommerce, with a proven track record of delivering impactful CRM strategies across large or global customer databases. You are skilled in developing and optimising lifecycle and loyalty programmes, confident using Customer Data Platforms such as Bloomreach/Exponea or similar, and experienced in driving automated, data-driven journeys. You excel at balancing commercial outcomes with long-term brand building, have strong analytical capability, and demonstrate exceptional attention to detail alongside a creative eye for content. You are an experienced people manager who can coach, motivate and develop high-performing teams, while influencing stakeholders across departments and driving innovation, efficiency and continuous improvement within a fast-paced CRM environment.

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