CRM & Customer Manager

Ann Summers Ltd; Tandridge; Hybrid; GBP 70,000 - 90,000; Full time

Benefits offered by this job

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

Job summary

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.

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 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.

Responsibilities

• 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.

Skills

CRM experience

Customer marketing

Customer insight

Stakeholder management

Analytics

Team leadership

Segmentation

Lifecycle marketing

Tools

Dotdigital

Job description

Based at our Head Office in Whyteleafe, Surrey (CR3 0GG), just outside of Croydon.

Hybrid working, 2 days at head office and 3 days working from home, plus flexi core hours.

Our benefits are worth getting excited about… 50% staff discount, colleague social events and a paid day off for your Birthday, to name a few!

We're looking for a customer-obsessed CRM & Customer Manager to lead the way we connect with, understand and engage our customers. From shaping our CRM strategy to uncovering insights that drive personalisation, loyalty and retention, you'll play a key role in ensuring every customer interaction feels relevant, valuable and uniquely Ann Summers.

This is an exciting opportunity to join a market-leading high street brand and help shape the future of our customer experience. You’ll influence decisions across the business, lead our talented CRM team, and create personalised experiences that keep our customers engaged, loyal and coming back for more.

The role

Reporting to the Customer & Marketing Lead, you’ll provide strong leadership to the CRM team, creating clear direction, setting priorities and supporting your team to grow and perform at their best. You’ll be a confident partner to senior stakeholders across the business, championing the voice of the customer and using data and insight to influence decisions, challenge thinking and identify opportunities for growth.

• Delivering 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.
• Overseeing the performance and optimisation of CRM platforms, including Dotdigital and associated reporting tools.
• Producing regular customer insight and performance reporting, turning data into clear recommendations for the business.
• Leading the CRM and customer strategy, identifying opportunities to improve engagement, retention and customer value.
• Developing customer segmentation and audience strategies using behavioural, lifecycle and RFM analysis.
• Managing and growing our contactable customer database, ensuring data quality, compliance and effectiveness.
• Mapping and optimising customer journeys to improve personalisation, conversion and customer experience.
• Acting as the key contact for CRM systems, customer data feeds and third-party suppliers.
• Collaborating with teams across Marketing, Ecommerce, Trading, Buying, Design and Retail to deliver customer-led strategies.
• Managing and developing the CRM team, setting priorities and supporting growth and performance.
• Championing the Ann Summers values, acting as a role model in everything you do.

What we’re looking for

• 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.
• A natural communicator, skilled at building relationships, influencing stakeholders 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.
• Curious, proactive and passionate about delivering great customer experiences.
• An affinity with our brand, products and values.

At Ann Summers, we are proud to continue embracing inclusion, diversity, and equity in our everyday practices, supporting our people to be themselves. We are committed to building teams with a variety of backgrounds, skills, and views.

What do we bring to the party?

Being part of the AS team offers some fab benefits, not only is it a great business to be part of, but you will also enjoy:

• 31 days holiday (including Bank Holidays), plus an extra day for each year you’re with us, up to a set limit.
• Your birthday off, because it’s worth celebrating!
• Holiday purchase scheme for a little extra flexibility
• 50% staff discount and sample sales
• Reward Gateway that’s packed with perks and savings
• Regular social events and engagement initiatives
• Access to THRIVE, our brilliant learning platform
• Udemy Academy License
• Employee Support Programme via the Retail Trust
• Free onsite parking or a Season Ticket Loan

A bit about Ann Summers

You might know us as the destination for must-have lingerie, or even the inventors of the Rampant Rabbit, and you’re right, but we’re SO much more than that…

We’re a unique brand that strives to EMPOWER, lives to PUSH BOUNDARIES, gets kicks off MAKING IT HAPPEN and is ALWAYS INCLUSIVE!

Our approach to AI in our recruitment process

Real people. Real connections. That’s how we hire. Tapping into the expertise of our Talent team and Hiring Managers to select, interview and hire exceptional talent.

During the application process we want to get to know you, your authentic self. We welcome the use of AI as a support tool for any preparation, from sparking ideas to supporting your research, but it's essential that the final content is developed by YOU, and is a true reflection of your own thoughts, experience and voice.

After all you don’t want to match the crowd, you want to stand out!

If your application is successfully shortlisted, you will be contacted for an initial telephone chat to discuss the role and your experience.

If your application progresses to the interview stage, you will first have a virtual interview with the Hiring Manager and a member of the Talent team. Following this, you will be invited to Head Office to take part in an interactive, task-based interview.

We regret that due to high volumes, we are unable to acknowledge every application.

Applicants must have the legal right to work in the UK, unfortunately, we are unable to offer visa sponsorship for this position.

Ann Summers complies with all GDPR policies, and by responding to this ad, your details will be kept on record for a total of 12 months unless expressed otherwise.