CRM and Loyalty Manager

Digital Tonic | Digital, eCommerce & Marketing Recruitment; Cheltenham; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

25 days holiday

Pension

Staff discount

Company perks

Job summary

Premium British lifestyle brand seeks an experienced CRM & Loyalty Manager to own the CRM function across email, SMS, loyalty and lifecycle marketing. You will lead strategy, planning, execution and optimisation of all activity, developing engaging customer journeys and automated campaigns to deliver strong commercial results.

You will manage a small team, own the communications calendar and collaborate with Ecommerce, Marketing, Creative and Digital teams to enhance retention and lifetime

Qualifications

• Experience in CRM/Lifecycle/Retention marketing within ecommerce, retail or consumer brands
• Hands-on experience managing email marketing and SMS campaigns
• Experience using a CRM/ESP platform such as Klaviyo
• Strong understanding of customer retention, loyalty strategies and customer lifetime value
• Able to analyse CRM performance and turn insight into commercial action
• Experience mentoring a team member in a small team
• Excellent stakeholder management and communication skills
• Experience developing or managing a customer loyalty programme would be advantageous

Responsibilities

• Own the CRM/Lifecycle strategy across email, SMS, loyalty and customer lifecycle marketing
• Lead the planning, execution and optimisation of all CRM activity
• Develop engaging customer journeys and automated lifecycle campaigns
• Oversee communications calendar and ensure strong commercial performance
• Lead a small team and collaborate with Ecommerce, Marketing, Creative and Digital
• Identify opportunities from customer insights to improve retention and CLV
• Own testing, segmentation and personalisation roadmap to drive results

Skills

CRM & Loyalty Marketing

Email marketing

SMS campaigns

Klaviyo

Segmentation

Personalisation

Testing strategies

Team mentoring

Stakeholder management

Loyalty programmes

Tools

Klaviyo

Job description

Are you passionate about building customer loyalty rather than just sending campaigns? Do you love using data, segmentation and automation to improve retention and customer lifetime value?

We're partnering with a fast-growing premium British lifestyle brand that's built an outstanding reputation for quality, craftsmanship and exceptional customer experience. With a strong ecommerce presence, an incredibly loyal customer base and ambitious growth plans both in the UK and internationally, it's an exciting time to join the business.

This is a brand that genuinely values creativity, innovation and customer experience, giving its teams the autonomy to make an impact. CRM plays a huge part in the business, making this a highly visible role where your ideas and commercial thinking will directly influence customer retention and long-term growth.

The Role

This is a fantastic opportunity for an experienced CRM & Loyalty Manager to take complete ownership of the CRM function across email, SMS, loyalty and customer lifecycle marketing.

Reporting into the Head Digital, you'll manage a small team while leading the strategy, planning, execution and optimisation of all CRM activity. You'll own the communications calendar, develop engaging customer journeys, oversee automated lifecycle campaigns and ensure every communication delivers both a great customer experience and strong commercial performance.

Retention and loyalty are at the heart of this role.

You'll own the loyalty programme, VIP communications and customer retention strategy, continually looking at ways to improve repeat purchase, increase customer lifetime value and evolve the programme as the business continues to grow.

Alongside this, you'll lead the testing, segmentation and personalisation roadmap, using customer insight to identify new opportunities and implementing data-led improvements that deliver measurable results. You'll work closely with Ecommerce, Marketing, Creative and Digital teams, while occasionally collaborating with senior leadership on key campaigns and important brand moments.

This is a role for someone who enjoys thinking strategically but is equally happy rolling their sleeves up and getting stuck into campaign delivery, analysis and continuous optimisation.

Skills and Experience

• Previous experience within CRM, Lifecycle, Retention or Loyalty Marketing, ideally within ecommerce, retail or consumer brands
• Strong hands-on experience managing email marketing, SMS campaigns and automated customer journeys
• Experience using a CRM/ESP platform such as Klaviyo (or similar)
• Strong understanding of customer retention, loyalty strategies and customer lifetime value
• Comfortable analysing CRM performance, reporting on KPIs and turning insight into commercial action
• Experience building segmentation, personalisation and testing strategies
• Previous experience managing or mentoring a team member
• Excellent stakeholder management and communication skills
• Experience managing or developing a customer loyalty programme would be highly desirable
• Passion for premium consumer brands, retail or fashion would be advantageous

Alongside a competitive salary, you'll receive 25 days' holiday, pension, generous staff discount and a range of additional company perks.

Most importantly, you'll be joining a growing premium ecommerce business where CRM is viewed as a genuine growth driver. You'll have real ownership, the opportunity to shape the customer retention strategy and the chance to make a significant commercial impact across the business.

If you're an experienced CRM professional who loves customer retention, loyalty and lifecycle marketing and you're looking for a role where your ideas will genuinely influence business growth, we'd love to hear from you.