CRM & Loyalty Manager

Digital Tonic | Digital, eCommerce & Marketing Recruitment; West of England; Hybrid; GBP 27,000 - 45,000; Full time

Job summary

An established Founder-led group in Bristol is seeking a CRM & Loyalty Manager to own the CRM channel across a portfolio of brands, driving repeat purchases and customer lifetime value.

You will work within Klaviyo, refine segmentation, build automated journeys, manage the commercial email calendar, write copy, and explore loyalty and SMS opportunities, with a hybrid 2-3 day per week presence in Bristol.

Qualifications

• Hands-on CRM, email or lifecycle marketing experience in ecommerce.
• Experience building, managing and improving automated customer journeys.
• Strong segmentation, personalisation, retention and customer lifetime value.
• Confidence analysing campaign, customer and behavioural data, and turning findings into improvements.
• Commercial approach with understanding of CRM contributions to revenue and profitability.
• Strong copywriting skills and brand-consistent communication.
• Initiative to identify improvements, plan and deliver.
• Experience with Klaviyo is useful; Shopify experience beneficial.

Responsibilities

• Own CRM from strategy and planning through to hands-on delivery, using data to drive repeat purchases and CLV.
• Refine segmentation, improve setup and build automated journeys spanning welcome, browse and basket abandonment, post-purchase and reactivation.
• Manage the commercial email calendar, write copy, run tests and collaborate with an in-house designer to ensure on-brand campaigns.
• Develop the loyalty proposition, explore SMS and report on performance, linking activity to revenue and margin.
• Collaborate with Ecommerce, Brand & Content and Outreach teams to own the channel and drive commercial impact.

Skills

CRM

Email Marketing

Lifecycle Marketing

Segmentation

Personalisation

Data Analysis

Copywriting

Brand Consistency

Initiative

Tools

Klaviyo

Shopify

Job description

We’re working with an established, Founder led group with a portfolio of brands in Bristol. The business is looking for a CRM & Loyalty Manager to take ownership of its consumer CRM channel, initially focusing on a core brand before rolling out activity across the wider portfolio. This is an opportunity to shape how the business engages its customers, with plenty of scope to improve existing activity and introduce new ideas.

The Role

You’ll own CRM from strategy and planning through to hands-on delivery, using customer data to create relevant communications that drive repeat purchases, retention and customer lifetime value. Working within Klaviyo, you’ll refine segmentation, improve the existing setup and build automated journeys spanning welcome, browse and basket abandonment, post-purchase and reactivation. Alongside this, you’ll manage the commercial email calendar, write copy, run tests and work closely with an in-house designer to deliver campaigns that feel right for the brand. You’ll also help develop the loyalty proposition, explore SMS and report on performance, connecting your activity to revenue and margin. Working alongside eCommerce, Brand & Content and Outreach colleagues, you’ll have ownership of the channel and the opportunity to make a visible commercial impact.

Skills & Experience

• Hands-on experience in CRM, email or lifecycle marketing within a consumer or eCommerce business, ideally selling physical products.
• Experience building, managing and improving automated customer journeys.
• A strong understanding of segmentation, personalisation, retention and customer lifetime value.
• Confidence analysing campaign, customer and behavioural data, and turning your findings into practical improvements.
• A commercial approach, with an understanding of how CRM contributes to revenue and profitability.
• Strong copywriting skills, a creative eye and an appreciation of brand consistency.
• The initiative to identify what needs improving, put a plan together and deliver it.
• Experience with Klaviyo would be useful, although knowledge of another CRM platform is equally welcome. Shopify experience would also be beneficial.
• You could be an experienced executive ready to take ownership of a channel, a junior manager, or a broader marketer who has developed a strong CRM specialism.

The role offers a salary of up to £45k with hybrid working of 2-3 days a week in Bristol. You’ll have the opportunity to shape a dedicated CRM function within an established business, work closely with an in-house designer and broaden your remit across a portfolio of brands as the channel develops.