Crm & Loyalty Manager

Charlie Oscar; Greater London; On-site; GBP 55,000 - 85,000; Full time

Benefits offered by this job

Fun, collaborative working environment

Generous holiday allowance

Wellbeing day

Enhanced pension scheme

Staff discounts across a wider retail

Job summary

Charlie Oscar, a fast-growing London-based fashion retail brand, is seeking a CRM and Loyalty Manager to own end-to-end CRM and loyalty strategy across email, SMS, digital media, in-store comms and the loyalty scheme.

You will drive customer lifetime value, lead the loyalty program evolution, manage budgeting and vendor relationships, and coach a CRM Executive in top-tier customer communications, with strong data-driven decision making.

Qualifications

• 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.

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 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.

Skills

CRM & loyalty

Email marketing

Data analytics

Stakeholder management

Interpersonal skills

Copywriting

Tools

CRM platform management

Job description

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

Fun, collaborative working environment

Generous holiday allowance, plus an additional wellbeing day

Enhanced pension scheme after qualifying service

Staff discounts across a wider retail group

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CRM & Loyalty Manager London, England, United Kingdom