CRM & Loyalty Manager

Fenwick; Greater London; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Discount

Birthday leave

Pension scheme

Life assurance

Private medical cover

WeCare

Hybrid working

Job summary

Fenwick is seeking a commercially minded CRM & Loyalty Manager to shape customer engagement across Fenwick's channels. Reporting to the Head of Marketing, you’ll lead data-driven CRM and loyalty initiatives to grow retention, lifetime value and brand advocacy.

You will own Fenwick’s loyalty programme and end-to-end CRM strategy, managing segmentation, lifecycle journeys across email, SMS and direct mail, collaborating with Marketing, Buying & Merchandising, Digital Trade and Retail Operations.

Qualifications

• 3–5+ years in CRM, email marketing and loyalty programme management in retail.
• Proven ability to drive customer retention strategies.
• Experience with CRM platforms, automation tools and CDPs.
• Analytical, commercial and customer-obsessed.
• Strong project management and communication skills.
• Creative, collaborative and results-driven.

Responsibilities

• Own Fenwick’s loyalty programme and end-to-end CRM strategy across channels.
• Manage customer segmentation and lifecycle journeys (email, SMS, direct mail).
• Collaborate with Marketing, Buying & Merchandising, Digital Trade and Retail Operations.
• Deliver targeted campaigns to drive engagement, purchase frequency and advocacy.
• Monitor metrics and provide actionable recommendations to the business.

Skills

CRM

Email marketing

Loyalty program management

Analytical

Project management

Communication

Collaboration

Tools

CRM platforms

Automation tools

CDPs

Job description

We are seeking a commercially minded and customer-focused CRM & Loyalty Manager to help shape and grow Fenwick’s customer engagement strategy. Leading our CRM and loyalty programmes, you’ll drive customer retention, lifetime value and brand advocacy through insight-led marketing, personalised communications and rewarding customer experiences that support our wider commercial objectives.

We offer hybrid working between your home and our offices on Wigmore Street, Central London, offering a collaborative and innovative working space.

This is a maternity cover opportunity for up to 12 months, with an anticipated start date of December.

When you join Fenwick, you’ll receive:

• Up to 25% discount in all Fenwick stores and fenwick.co.uk.
• Your birthday off as an additional day annual leave – this can be taken any day within your birth month.
• Immediate access to the Main Section of Fenwick Limited Superannuation Scheme which provides higher Company contributions and free Life Assurance of 4x your pensionable salary.
• Peace of mind with Private Medical Cover membership.
• WeCare - 24/7 GP, wellbeing advice & support service.
• Hybrid Working (Typically every Thursday and Friday working from home).

About the Role

As CRM & Loyalty Manager, you’ll play a pivotal role in shaping how Fenwick engages, retains and rewards its customers. Reporting to the Head of Marketing, you’ll lead the development and delivery of data-driven CRM and loyalty initiatives that strengthen customer relationships, increase lifetime value and support wider commercial objectives. Working across multiple channels, you’ll ensure customer communications are personalised, relevant and effective at every stage of the customer journey.

In this highly commercial role, you’ll take ownership of Fenwick’s loyalty programme and end-to-end CRM strategy, managing customer segmentation, lifecycle marketing and automated journeys across email, SMS and direct mail. Working closely with Marketing, Buying & Merchandising, Digital Trade, Retail Operations and external partners, you’ll deliver targeted campaigns that drive engagement, frequency of purchase and customer advocacy, while ensuring a seamless experience across both physical and digital channels.

Using customer data and campaign performance insights, you’ll continually refine and optimise activity to improve retention, loyalty and long-term value. You’ll monitor key metrics, identify emerging customer trends and provide actionable recommendations to stakeholders across the business. This is an exciting opportunity for a commercially minded CRM professional who is passionate about customer behaviour, loyalty strategy and using data to deliver measurable business results.

What we are looking for in a candidate...

• 3–5+ years of CRM, email marketing, and loyalty programme management, ideally in retail, beauty, or fashion.
• Proven track record of delivering measurable customer retention strategies.
• Experience with CRM platforms, automation tools, and customer data platforms (CDPs).
• Analytical, commercial, and customer-obsessed.
• Strong project management and communication skills.
• Creative thinker who can balance insight with intuition.
• Collaborative, hands-on, and results-driven.

About Fenwick

Fenwick is rich with heritage and history and have been style pioneers since 1882 when our first store opened. We know luxury and are proud to remain the largest independent, family-owned group of department stores within the UK. We are on an exciting journey to exceed our customers' expectations and we are always on the lookout for new talent to join us.

Our collaborative spirit unites a workforce of over 2,000 individuals across our stores, as well as in our support functions, encompassing Digital, Buying & Merchandising, IT, Finance, People, Customer Service teams, and our cherished restaurants and distribution centres.

In 2023 we launched our ‘Quiet No More’ campaign, enhancing our presence on the UK high street as well as our eCommerce website going from strength to strength. Together, we form the beating heart of Fenwick, driving forward our vision for excellence and innovation. Join us as we pave the way toward an even brighter tomorrow, where tradition meets transformation!