CRM Manager

AO RETAIL LIMITED; Bolton; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading retailer in the UK is looking for a CRM Manager to enhance customer experiences through effective campaign management and data analysis. Responsibilities include strategizing CRM plans, optimizing multi-channel campaigns, and managing customer data compliance. The ideal candidate excels in project management and possesses hands-on CRM experience. This full-time role offers ample benefits and the chance to work in an inclusive team environment based in Bolton.

Benefits

25 days holidays plus bank holidays

5% pension contribution

VIP access at AO Arena

Discounted gym membership

Exclusive product discounts

Enhanced Family Leave

2 paid charity days

On-site perks like free parking and coffee

Qualifications

• Experience with CRM systems and marketing automation tools.
• Strong ability to analyze and interpret customer data trends.
• Excellent project management and communication skills.
• Knowledge of GDPR and best practices in data privacy.
• Ability to handle multiple projects effectively.

Responsibilities

• Shape and deliver CRM plans for customer acquisition and retention.
• Plan, launch, and optimize multi-channel campaigns.
• Ensure customer data accuracy and compliance.
• Manage the CRM platform and integrations.
• Collaborate with marketing, product, sales, and customer service.
• Use A/B testing to refine customer journeys.

Skills

Hands-on experience with CRM platforms

Analytical skills in customer data

Project management

Communication skills

Job description

We're on the lookout for a CRM Manager to join our Marketing team here at AO. This isn't just about sending emails - it's about creating brilliant customer experiences that keep people coming back for more. You'll be the go-to person for all things CRM, making sure our customers feel valued at every stage of their journey. If you love turning data into action, building campaigns that really hit the mark, and working with teams across the business to make things happen, this could be the perfect role for you. Our people are our superpower, and we're unstoppable when we're together! We want your ideas to flow, and what better way to make that happen than being based onsite, 5 days a week, where our culture fuels creativity, collaboration and growth. If a £1 bet in the pub between two friends can become the UK’s most trusted electrical retailer, imagine what else can be achieved when we're together!

Responsibilities

• Shape the Strategy: Build and deliver CRM plans that drive customer acquisition, retention, and reactivation - all aligned with AO's big‑picture goals.
• Run Campaigns That Work: Plan, launch, and optimise multi‑channel campaigns (email, SMS, push notifications) that feel personal and relevant.
• Get Smart with Data: Keep our customer data accurate and compliant, dig into behaviour and campaign performance, and turn insights into action.
• Own the Tech: Manage our CRM platform (Emarsys), make sure it's firing on all cylinders, and keep integrations running smoothly.
• Work as One Team: Partner with marketing, product, sales, and customer service to make sure CRM supports everything from product launches to promotions.
• Test, Learn, Improve: Use A/B testing and data to keep refining customer journeys and making campaigns even better.

Qualifications

• Hands‑on experience with CRM platforms and marketing automation tools.
• A head for numbers and a knack for spotting trends in customer data.
• Brilliant project management and communication skills.
• Knowledge of GDPR and data privacy best practice.
• The ability to juggle multiple projects and work with teams across the business.

Benefits

• Holidays: 25 days, plus bank holidays (increasing to 27 days after 2 years with us!)
• Pension: Contribute 5% of your annual salary and we'll do the same, giving you a little extra support for the future.
• VIP at the AO Arena: we have loads of opportunities to win free tickets and pre‑sale access!
• Health & Wellbeing: discounted gym membership, an onsite spa and our Help @ Hand scheme giving you access to virtual GP's, Mental Health support and much more.
• Discounts: exclusive discounts across our product range.
• Family Leave: Enhanced Maternity, Paternity and Adoption leave.
• Making a difference: 2 fully paid days a year to donate your time to any charity of your choice.
• On‑site Perks: free parking, complimentary breakfast and a coffee at our subsidised Starbucks!

Diversity and Inclusion

AO is for everyone! We should all feel that we belong. That's why we are creating a welcoming and inclusive place to work. We're proud to be different. From how we look to the way we talk to our customers, we skip to the beat of our very own drum. We know that being different together is our superpower and we celebrate it because it makes us stronger, more creative, and better at what we do. We believe the people we employ should reflect the diversity of our customer base; that way, we can communicate in a way that recognises all backgrounds, races, ethnicities, genders, ages, religions, abilities, and sexual orientations. And that's why we're asking these questions. Making sure our recruitment process is inclusive is a key part of what we're doing at AO to encourage diversity as an employer.

Data Use Statement

After we've collated the data, we'll look at the patterns to assess if we are inclusive at each stage. If it turns out that we aren't, then the data may help us identify where we can improve. The data collated won't have any impact on your application and is not shared with hiring managers or the recruitment team.