CRM & Customer Growth Lead (Hybrid)

Annsummers.com; Tandridge; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

50% staff discount

Birthday day off

Hybrid working

Social events

Pension

Learning platform access

Staff perks and discounts

Job summary

Ann Summers is seeking a CRM & Customer Manager to lead how we connect with customers, turning data into personalised experiences that drive loyalty and growth. You’ll shape CRM strategy, oversee campaigns and a talented team, collaborating across Marketing, Ecommerce and Retail to deliver customer-first outcomes.

You will champion data-driven insights, optimise CRM platforms and develop segmentation to enhance engagement and value, while upholding our brand and values.

Qualifications

• 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, influencing stakeholders and presenting insights.
• Experience leading, coaching and developing teams.
• Data-driven with strong analytical and segmentation skills.

Responsibilities

• Deliver CRM initiatives and campaigns that bring the Ann Summers brand to life while driving measurable commercial results.
• 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 for the business.
• Lead the CRM and customer strategy, identifying opportunities to improve engagement, retention and customer value.
• Develop customer segmentation and audience strategies using behavioural, lifecycle and RFM analysis.
• Manage and grow our contactable customer database, ensuring data quality, compliance and effectiveness.
• Map and optimise customer journeys to improve personalisation, conversion and customer experience.
• Act as the key contact for CRM systems, data feeds and third-party suppliers.
• Collaborate with Marketing, Ecommerce, Trading, Buying, Design and Retail teams to deliver customer-led strategies.
• Manage and develop the CRM team, set priorities and support growth and performance.
• Champion the Ann Summers values, acting as a role model in everything you do.

Skills

CRM

Customer marketing

Leadership

Data analysis

Segmentation

Lifecycle marketing

Stakeholder mgmt

Tools

Dotdigital

CRM platforms

Job description

Ann Summers is seeking a CRM & Customer Manager to lead how we connect with customers, turning data into personalised experiences that drive loyalty and growth. You’ll shape CRM strategy, oversee campaigns and a talented team, collaborating across Marketing, Ecommerce and Retail to deliver customer-first outcomes.

You will champion data-driven insights, optimise CRM platforms and develop segmentation to enhance engagement and value, while upholding our brand and values.