CRM Lead

N BROWN; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading retailer in Manchester is seeking a CRM Lead to enhance customer engagement through targeted campaigns and data-driven strategies. The ideal candidate will possess strong experience in CRM within fast-paced environments, demonstrating skills in customer targeting and data analysis. This role offers a dynamic work culture, competitive benefits including a bonus scheme, and opportunities for personal and professional growth.

Benefits

24 days holiday (+ 8 bank holidays)

Annual bonus scheme

Enhanced maternity leave

Company pension with up to 8% contribution

Mental health support

Colleague discount

Onsite café with subsidised rates

Life Assurance and Private Medical Insurance

Paid volunteer time

Qualifications

• Experience in a similar CRM role in a fast-paced environment.
• Ability to analyse data to develop actionable recommendations.
• Experience with email best practices.

Responsibilities

• Produce and execute customer engagement plans.
• Reactivate lapsed customers to boost brand growth.
• Utilise customer segmentation for lifecycle programmes.

Skills

Self-motivated

Enthusiastic

Commercial awareness

Customer targeting

Data interpretation

Flexibility

Collaborative working

Tools

Email delivery platforms (e.g., Responsys)

HTML

Job description

Here at N Brown, we champion inclusivity by making our customers look and feel amazing. We don't believe that age, size, shape or background should stop anyone from feeling confident, stylish and happy with the way they look and feel. With our industry leading expertise in creating fashion that fits, we've been proudly breaking down these barriers for over 150 years. We help our customers to express themselves with stylish products, helpful services and flexible finance. Now, we're moving forward together, embracing innovation and new technology, to continue to delight our customers.

Working here you'll explore everything the world of digital retail has to offer – asking questions, trying new things and chasing new opportunities. Combine this curiosity with the freedom to make your own decisions, take charge of projects and work flexibly, and you've got the perfect place to show your skills and learn new ones. It's fast and furious at times, but that just means something new and exciting is always on the way. If you collaborate, think on your feet, embrace innovation and love rising to a challenge, your work with us will have a serious impact on the business, your career and our customers' lives.

What will you do as a CRM Lead here at N Brown?

• Produce and execute plans to engage existing customers with targeted relevant activity to drive re‑trade in season.
• Produce and execute plans to reactivate lapsed customers to boost brand base growth.
• Utilise customer segmentation to support lifecycle programmes to improve long‑term quality and profitability of the customer base through all available channels, including email, app push, paper, mobile, web, SMS.
• Implement targeted campaigns aligned with the Trade plan, including creative execution, customer selection, test activity and resulting insights.
• Utilise best practice across CRM channels – paper, email, SMS and online targeting – to optimise the customer journey and identify strategic touchpoints for targeted and personalised communications.
• Support customer loyalty to surprise and delight our best customers, driving increased customer value and incremental demand.
• Supervise day‑to‑day activities of the CRM assistant, hold 1‑1 meetings to ensure objectives are met.
• Work collaboratively across the tribe, sharing plans and opportunities.
• Support on campaign planning and champion key customer moments.
• Lead test plans and share results.
• Escalate and provide solutions to problems.

What are we looking for?

• You are a self‑motivated, enthusiastic, and commercially aware CRM professional.
• You have experience of a similar role in a complex and fast‑paced environment.
• You have experience in email delivery platforms (such as Responsys) and email best practice, including dynamic content; some HTML experience would be beneficial.
• You have experience in customer targeting.
• You can interpret, analyse and understand data.
• You can use data to develop actionable recommendations.
• You have an open‑minded, flexible, and positive attitude with a willingness to learn and embrace change.
• You can manage a varied workload to tight deadlines.
• You can work collaboratively and at pace.

What's in it for you?

• 24 days holiday (+ 8 bank holidays) with the option to buy an additional 10 days.
• Annual bonus scheme.
• Enhanced maternity and adoption leave.
• Company pension with up to 8% N Brown contribution.
• Mental health support both internally and externally, including access to our wellbeing champions and counselling services.
• A range of financial wellbeing support.
• Colleague discount across all N Brown brands.
• Onsite café with subsidised rates and local restaurant discounts.
• Life Assurance and Private Medical Insurance.
• Paid volunteer time – all our colleagues can take a full day paid to volunteer for a charity of their choice.

N Brown – who are we and why work for us?

At N Brown, we are committed to building a diverse workforce and creating an inclusive environment that values equality for all. Our vision is that by championing inclusion, we will become the most loved and trusted fashion retailer. Diversity, Equity, and Inclusion are at the heart of our culture. We are a forward‑thinking digital retailer with a financial services proposition to be proud of. We serve our customers through three core brands: JD Williams, Simply Be, and Jacamo. We have over 160 years of trading experience, are inclusive, and sustainable, striving to make as little impact on the planet as possible.

Our promise to you

We are an equal opportunity employer and value diversity. We do not discriminate based on race, religion, colour, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status.

What happens when you apply to a role at N Brown?

As soon as we receive your application, we will send you an email to acknowledge receipt. We always aim to come back to you as soon as possible with an update and appreciate you taking the time to apply for a role with us. Good luck!