CRM & Loyalty Lead: Personalised Journeys & Growth

Robert Dyas; Wimbledon; On-site; GBP 60,000 - 80,000; Full time

Benefits offered by this job

26 days annual leave

Bonus incentives

Pension scheme

Life assurance

Job summary

Robert Dyas is seeking a CRM & Loyalty Manager to own end-to-end customer strategies from Wimbledon head office. You will lead campaigns, automated journeys, segmentation, and personalised storytelling to increase customer lifetime value.

In this hands-on role you’ll plan annual and weekly CRM roadmaps, collaborate with Trading, eCommerce, Retail, and Insights teams, and manage the CRM platform and agency partners. 3+ years in retail CRM is expected.

Qualifications

• 3+ years’ hands-on experience in CRM, Loyalty, Retention, or Lifecycle Marketing within a retail or consumer-facing business.
• Proven track record in campaign creation, automated customer journeys, segmentation, and personalisation.
• Experience working with customer loyalty programs and driving member engagement/recruitment.

Responsibilities

• End-to-End Campaign Creation: design, segment, copywrite, and deploy engaging broadcast, lifecycle, and triggered multichannel campaigns.
• Roadmap & Planning: translate strategic direction into actionable annual, monthly, and weekly CRM and loyalty plans.
• Loyalty Innovation & Growth: expand member recruitment and engagement across web, app, and our 92 UK stores.
• Personalised Customer Journeys: build dynamic automated workflows and smart segmentation to maximise retention and lifetime value.
• Platform Management: own the day-to-day operation and expansion of our CRM platform (e.g., Ometria) and manage agency relationships.
• Performance & Insights: track weekly/monthly metrics and turn data into actionable insights.

Skills

CRM

Loyalty

Retention

Lifecycle Marketing

Tools

Ometria

Job description

Robert Dyas is seeking a CRM & Loyalty Manager to own end-to-end customer strategies from Wimbledon head office. You will lead campaigns, automated journeys, segmentation, and personalised storytelling to increase customer lifetime value.

In this hands-on role you’ll plan annual and weekly CRM roadmaps, collaborate with Trading, eCommerce, Retail, and Insights teams, and manage the CRM platform and agency partners. 3+ years in retail CRM is expected.