CRM & Customer Experience Lead | Hybrid Role

Ann Summers Ltd; Tandridge; Híbrido; GBP 70.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

50% staff discount

Birthday day off

31 days holiday (incl. Bank Holidays)

Holiday purchase scheme

Regular social events

THRIVE learning platform access

Udemy Academy License

Employee Support Programme

Free onsite parking

Season Ticket Loan

Descripción de la vacante

Ann Summers Ltd is seeking a CRM & Customer Manager to shape CRM strategy, drive personalisation and loyalty, and lead a talented CRM team. You will partner with senior stakeholders to turn insights into customer-led growth and optimise campaigns and journeys.

You will oversee Dotdigital-based campaigns, build segmentation, and map journeys to improve engagement and customer value across our hybrid working environment.

Formación

• Proven CRM, customer marketing or customer insight experience, ideally within retail or ecommerce.
• Commercially minded with a track record of driving customer loyalty and growth.
• Natural communicator, skilled at building relationships and presenting insights.
• Experience leading, coaching and developing teams to deliver their best work.
• Data-driven with strong analytical and segmentation skills.
• Experienced in CRM platforms, lifecycle marketing and customer journeys.

Responsabilidades

• Deliver CRM initiatives and campaigns that bring the Ann Summers brand to life while driving measurable commercial results.
• Lead, coach and develop the CRM team, setting clear priorities and driving performance.
• Build strong relationships with senior stakeholders, using customer insight to influence strategy and decision-making.
• Oversee the performance and optimisation of CRM platforms, including Dotdigital and reporting tools.
• Produce regular customer insight and performance reporting, turning data into clear recommendations.
• Lead the CRM and customer strategy, identifying opportunities to improve engagement and value.
• Develop customer segmentation using behavioural, lifecycle and RFM analysis.
• Manage and grow our contactable customer database with data quality and compliance.
• Map and optimise customer journeys to improve personalisation and conversion.
• Act as the key contact for CRM systems and third-party data feeds.
• Collaborate with Marketing, Ecommerce, Trading, Buying, Design and Retail teams.
• Manage and develop the CRM team, setting priorities and supporting growth.
• Champion Ann Summers values in everyday work.

Conocimientos

CRM experience

Customer marketing

Customer insight

Stakeholder management

Analytics

Team leadership

Segmentation

Lifecycle marketing

Herramientas

Dotdigital

Descripción del empleo

Ann Summers Ltd is seeking a CRM & Customer Manager to shape CRM strategy, drive personalisation and loyalty, and lead a talented CRM team. You will partner with senior stakeholders to turn insights into customer-led growth and optimise campaigns and journeys.

You will oversee Dotdigital-based campaigns, build segmentation, and map journeys to improve engagement and customer value across our hybrid working environment.