CRM Manager

1 week ago

London, Greater London, United Kingdom Honor Search Ltd Full time £40,000 - £80,000 per year

CRM Manager – Fashion Hybrid London

A fast-growing menswear brand
is scaling its marketing team and looking for a
CRM Manager
to lead customer retention and loyalty. Known for bold fabrications and standout design, this brand is expanding across ecommerce, retail, and wholesale — and this role will be central to driving repeat purchase and deeper engagement.

You'll own the CRM roadmap, deliver multi-channel campaigns, and shape how the brand connects with its audience — from lifecycle journeys to VIP clienteling.

Key Responsibilities

1. CRM Strategy & Roadmap

  • Define and own Wax London's CRM roadmap across a 1–3 year horizon.
  • Align CRM strategy with ecommerce, retail, and wholesale priorities.
  • Act as the voice of the customer across the business.

2. Data & Insight

  • Capture, enrich, and segment customer data (behavioural, transactional, lifestyle, demographic).
  • Provide actionable insights to inform trade, product, and marketing decisions.
  • Define and report on KPIs: repeat purchase rate, RFM, LTV, and loyalty.

3. Campaigns & Omnichannel CRM

  • Lead multi-channel CRM campaigns across Email, and future touchpoints.
  • Partner with creative teams to deliver personalised and impactful communications.
  • Drive BAU campaigns (segmentation, A/B testing, optimisation) as well as brand storytelling moments.

4. Loyalty & Customer Experience

  • Design and manage Wax London's loyalty program, with focus on engagement, LTV, and premiumisation.
  • Develop VIP and clienteling strategies to nurture top-tier customers.
  • Partner with retail teams to extend CRM beyond ecommerce into store experiences.

5. Automation & Personalisation

  • Build advanced lifecycle journeys to optimise customer engagement.
  • Use segmentation and predictive analytics to drive hyper-personalised communications.

6. Cross-Functional Influence

  • Collaborate with brand, product, retail, customer service, logistics, and ecommerce teams.
  • Share insights across the business to ensure customer-centric decision-making.
  • Work closely with external agencies and technology partners.

The Ideal Candidate

  • 5+ years' experience in CRM, customer retention, or marketing automation.
  • Proven experience in ecommerce or fast-paced retail, ideally fashion or lifestyle.
  • Track record of increasing repeat purchase rates, LTV, and customer engagement through CRM.
  • Experience designing loyalty programs and running VIP/clienteling activations.
  • Strong technical skills: hands-on with ESP platforms (preferably Klaviyo), A/B testing, segmentation.
  • Analytical thinker with experience in Google Analytics, CRM reporting, and database health monitoring.
  • Comfortable with technical basics (HTML, SQL) to manage and optimise CRM execution.
  • Strong communicator with ability to influence cross-functional stakeholders.
  • Creative mindset with an understanding of design principles for customer communications.
  • Passionate about menswear and the Wax London brand.

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