CRM & Loyalty Manager (12 Month FTC)

ASTRID & MIYU; London; Hybrid; GBP 100,000 - 125,000; Full time

Job summary

A leading jewellery brand in London is seeking a CRM & Loyalty Manager to own customer engagement and retention strategies. You will manage lifecycle programs and enhance loyalty through effective data-driven insights. The ideal candidate will have proven CRM experience, strong analytical skills, and a passion for customer experience. This is a hybrid role with a salary of £50,000 plus bonus.

Qualifications

• Proven experience in CRM, retention marketing, or loyalty management.
• Hands-on expertise with email/SMS marketing platforms.
• Strong analytical skills to interpret data and identify trends.

Responsibilities

• Manage automated email and SMS programs for engagement.
• Oversee the loyalty program Club A&M.
• Deliver weekly and monthly CRM performance reporting.

Skills

CRM experience

Retention marketing

Loyalty management

Analytical skills

Communication skills

Tools

Email marketing platforms

SMS marketing platforms

Job description

Overview

The A&M Mission: We're more than just a jewellery brand, we're on a mission to revolutionise the jewellery experience.

Our Values & Culture: At A&M, our values aren't just words - they're the heartbeat of how we show up, every single day. Grow Together. Celebrate Each Other. Break All Boundaries. We're a company fuelled by growth, recognition, and pushing beyond the expected. We move fast, think big, and believe that progress is a shared journey. We champion one another's wins and show up with support when it counts - because when one of us grows, we all do. If you're inspired by collaboration, driven by curiosity, and energised by celebrating others, you'll thrive here at A&M.

Location: London, Hybrid (minimum 2 days a week in the office).

Salary & Benefits: £50,000 + bonus. See more on our benefits here.

Our Commitment: Sustainability starts with us. From community work, caring for our suppliers and educating and supporting our team. See our commitments here.

This is a 12 month FTC position.

CRM & Loyalty Manager Mission

To own and elevate the way we connect with our customers throughout their journey. You will maximise engagement, retention, and loyalty by managing best-in-class lifecycle programs, driving actionable insights, and delivering an exceptional omnichannel experience. You will be the strategic and operational lead for all automated email, SMS, and push programs, as well as the dedicated owner of our reputable loyalty program, Club A&M. From optimising communications to growing membership and enhancing loyalty, you will ensure our CRM channels and Club A&M work seamlessly together to create meaningful connections with customers and drive business growth.

How you'll drive success

• Manage, report on, and optimise all automated email and SMS programs to ensure they are engaging, personalised, and ROI-positive.


• Manage, oversee and report on the Astrid & Miyu loyalty program, Club A&M, ensuring members are engaged and rewarded effectively.


• Manage and track the Refer A Friend platform, identifying opportunities to grow participation and referrals.


• Own all automated Push programs - driving optimisation, coordinating in-store CRM support, and enhancing the overall omnichannel customer experience.


• Deliver timely reporting - weekly, monthly, and quarterly CRM updates - covering database health, channel performance, and campaign results.


• Establish benchmarks for channel performance, summarising key learnings, and recommending actionable improvements to increase effectiveness.


• Inspire, lead and manage our amazing CRM & Loyalty executive.


• Monitor and improve CLTV (Customer Lifetime Value) through data-led strategies and continuous testing.

What you'll need to thrive

• Proven experience in CRM, retention marketing, or loyalty management - ideally in a retail or ecommerce environment.


• Hands-on expertise with email/SMS marketing platforms, segmentation, and automation workflows.


• Strong analytical skills, with the ability to interpret data, identify trends, and translate insights into actionable strategies.


• Experience managing loyalty and referral programs, with a track record of driving measurable growth.


• Organised, detail-oriented, and comfortable managing multiple projects with competing deadlines.


• Excellent communication skills, able to collaborate cross-functionally and present performance updates clearly.


• A passion for customer experience, with a focus on building long-term relationships and increasing CLTV.


• Commercially minded, with an understanding of how CRM activities link to business KPIs.

Interview Process and Candidate Experience

1. Life Story & Values - a 30 min video call with our Talent Team for us to get know each other better, asking questions inspired by our three core values


2. Experience Interview - a slightly longer video call for you to meet your manager and discuss your skill-set and experience for the role


3. Final Interview - 1 hour in person task interview to complete and present

Feedback: We're committed to creating the best candidate experience we can for you. You'll receive feedback over the phone or email at every stage in the process once you've had an interview so that we can set you up for success and help fuel your growth.