CRM & Loyalty Leader: Own Retention & Growth

Digital Tonic | Digital, eCommerce & Marketing Recruitment; Cheltenham; On-site; GBP 55,000 - 75,000; Full time

Benefits offered by this job

25 days holiday

Pension

Staff discount

Company perks

Job summary

Premium British lifestyle brand seeks an experienced CRM & Loyalty Manager to own the CRM function across email, SMS, loyalty and lifecycle marketing. You will lead strategy, planning, execution and optimisation of all activity, developing engaging customer journeys and automated campaigns to deliver strong commercial results.

You will manage a small team, own the communications calendar and collaborate with Ecommerce, Marketing, Creative and Digital teams to enhance retention and lifetime

Qualifications

• Experience in CRM/Lifecycle/Retention marketing within ecommerce, retail or consumer brands
• Hands-on experience managing email marketing and SMS campaigns
• Experience using a CRM/ESP platform such as Klaviyo
• Strong understanding of customer retention, loyalty strategies and customer lifetime value
• Able to analyse CRM performance and turn insight into commercial action
• Experience mentoring a team member in a small team
• Excellent stakeholder management and communication skills
• Experience developing or managing a customer loyalty programme would be advantageous

Responsibilities

• Own the CRM/Lifecycle strategy across email, SMS, loyalty and customer lifecycle marketing
• Lead the planning, execution and optimisation of all CRM activity
• Develop engaging customer journeys and automated lifecycle campaigns
• Oversee communications calendar and ensure strong commercial performance
• Lead a small team and collaborate with Ecommerce, Marketing, Creative and Digital
• Identify opportunities from customer insights to improve retention and CLV
• Own testing, segmentation and personalisation roadmap to drive results

Skills

CRM & Loyalty Marketing

Email marketing

SMS campaigns

Klaviyo

Segmentation

Personalisation

Testing strategies

Team mentoring

Stakeholder management

Loyalty programmes

Tools

Klaviyo

Job description

Premium British lifestyle brand seeks an experienced CRM & Loyalty Manager to own the CRM function across email, SMS, loyalty and lifecycle marketing. You will lead strategy, planning, execution and optimisation of all activity, developing engaging customer journeys and automated campaigns to deliver strong commercial results.

You will manage a small team, own the communications calendar and collaborate with Ecommerce, Marketing, Creative and Digital teams to enhance retention and lifetime