CRM & Loyalty Manager – Maternity Cover FTC

Role Overview

• Own and execute the end-to-end email marketing strategy across BAU campaigns, automated journeys and lifecycle communications
• Build, test and optimise customer journeys including welcome, post-purchase, reactivation, browse abandonment and loyalty campaigns
• Work closely with the Creative team to deliver engaging, on-brand campaigns that inspire customers and drive conversion
• Segment audiences using behavioural, transactional and demographic data to deliver highly personalised communications
• Monitor campaign performance and provide actionable insights to improve open rates, click-through rates, conversion and retention
• Drive continuous A/B testing across messaging, design, timing and audience targeting
• Develop and grow the SMS channel as part of the wider CRM strategy
• Create targeted SMS campaigns to support launches, promotions, events and customer retention initiatives
• Ensure SMS communications complement and enhance the wider customer journey
• Plan and execute direct mail and door drop campaigns that support customer acquisition, retention and loyalty objectives
• Identify opportunities for personalised and data-led direct mail activity
• Work with internal stakeholders and external suppliers to manage artwork, print production and delivery timelines
• Analyse campaign performance and measure effectiveness against commercial and engagement KPIs
• Own and evolve the CRM and loyalty strategy to increase customer lifetime value, repeat purchase and engagement
• Manage the retention and email/sms marketing calendar and ensure campaigns are delivered accurately and on time
• Manage the retention and direct mail budgets, tracking spend and forecasting effectively
• Manage and optimise CRM tools and platforms, ensuring best practice processes are followed
• Stay up to date with CRM, loyalty and customer engagement trends and bring fresh ideas to the business
• Support the business with wider data and reporting projects

Requirements

• 5+ years of experience in CRM, retention or loyalty marketing, ideally within retail, ecommerce or lifestyle brands
• Strong understanding of customer lifecycle marketing and retention strategies
• Hands-on experience with email service providers and CRM platforms including Ometria and Attentive
• Excellent analytical skills with the ability to interpret data and translate insights into action
• Experience building customer segments, automated journeys and personalisation strategies
• Commercially minded with a passion for delivering exceptional customer experiences
• A collaborative approach and confidence working cross-functionally with creative and technical teams
• Budget management experience
• Solid understanding of GDPR and data protection best practices in a CRM context

Benefits

• 25 days holiday, increasing by 1 day each year for 3 years, plus 8 days for bank holidays
• Enhanced family leave policy
• Staff and friends and family discount scheme
• Healthcare cash plan
• EAP programme
• Shopping discounts
• Cycle to work scheme
• Half a day for Christmas shopping
• Life Assurance
• 4 times annual salary