CRM & Loyalty Manager

Charlie Oscar; Greater London; On-site; GBP 60,000 - 95,000; Full time

Benefits offered by this job

Competitive salary

Collaborative working environment

Generous holiday allowance

Wellbeing day

Regular social events

Enhanced pension scheme

Staff discounts

Job summary

Charlie Oscar Group is seeking a CRM and Loyalty Manager in London to drive customer lifetime value across email, SMS, and in-store communications. You will own the loyalty proposition and CRM strategy end-to-end, leading a small team and collaborating with agencies to optimise campaigns.

The role focuses on data-driven decision making, program development, and cross-channel activation to strengthen brand engagement and retention.

Qualifications

• Proven track record boosting customer lifetime value and retention.
• Experience managing CRM and loyalty initiatives for consumer brands, preferably fashion.
• Strong analytics and reporting for lifecycle marketing optimization.

Responsibilities

• Develop and evolve the CRM strategy to maximise customer lifetime value and loyalty.
• Lead the ongoing development of the loyalty scheme across digital and store channels.
• Own the CRM budget and relationship with the platform provider.
• Own multi-channel lifecycle journeys—retention, growth and reactivation.
• Train and develop CRM staff to deliver best-in-class communications.
• Improve automation of lifecycle comms with partners and agencies.
• Use insights to test, forecast, and measure impact on CLV.
• Collaborate with Marketing to drive data capture and store communications.

Skills

CRM strategy

Loyalty programs

Email marketing

Data analytics

Stakeholder management

Cross-functional collaboration

Copywriting

Campaign automation

Tools

Klaviyo

Salesforce Marketing Cloud

Job description

About the business

Our client is a fast-growing, London-based fashion retail brand with a strong presence both in-store and online. Known for combining style with genuine attention to fit and customer care, they've built a loyal following by putting quality and service at the heart of everything they do. It's an inclusive, values-led brand with big ambitions for growth - both in the UK and internationally.

The role

We're looking for a CRM and Loyalty Manager to join a dynamic team and help drive customer lifetime value and retention across digital and store channels. This is a hands-on leadership role, owning CRM and loyalty strategy end to end - email, SMS, digital media, in-store comms and the loyalty scheme - with real scope to shape the future of the proposition.

What you'll be doing

• Develop and evolve the CRM strategy to maximise customer lifetime value and loyalty
• Lead the ongoing development of the loyalty scheme across digital and store channels
• Own the CRM budget in full
• Manage the relationship with the CRM platform provider and maximise its capabilities
• Own multi-channel lifecycle journeys - retention, growth and reactivation
• Train and develop a CRM Executive to deliver best-in-class customer communications
• Improve automation of lifecycle comms, working with agency and digital partners
• Use reporting and insight to test, trial and forecast - measuring impact on CLV
• Work with the wider Marketing team to develop store communications and drive data capture
• Build community and engagement through loyalty and customer channels
• Track market trends and propose new initiatives, technology and platforms
• Maintain strong database health across email and SMS for high deliverability

What we're looking for

• Results-focused, with strong business acumen and high standards
• Strong interpersonal skills - comfortable working with internal stakeholders and external partners
• Entrepreneurial mindset with a balanced approach to risk
• Resilient, adaptable, and thrives in a fast-paced environment
• Proven track record improving customer lifetime value and email marketing performance
• CRM/loyalty experience within a consumer brand, ideally fashion
• Strong knowledge of CRM platforms and email marketing
• Excellent CRM data analytics skills
• Highly organised with strong attention to detail
• Creative eye with a flair for design
• Excellent copywriting skills and high accuracy
• International experience a bonus

What's on offer

• Competitive salary
• Fun, collaborative working environment
• Generous holiday allowance, plus an additional wellbeing day
• Regular social events
• Enhanced pension scheme after qualifying service
• Staff discounts across a wider retail group