CRM Manager

JR United Kingdom; City Of London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading luxury fashion brand seeks a CRM Manager to develop a best-in-class CRM strategy targeting customer acquisition and retention. You will manage campaigns across multiple channels, leveraging customer insights and analytics to drive engagement and loyalty, ensuring alignment with company objectives.

Qualifications

• Minimum of 4 years’ experience in CRM, ideally in a fashion/retail business.
• Proven experience with CRM campaign management and optimization.
• Strong track record with CRM software and analytics.

Responsibilities

• Own and execute the cross-channel CRM strategy, including measurement and reporting.
• Collaborate with marketing, e-commerce, and retail teams to implement CRM campaigns.
• Manage the Russell & Bromley loyalty program in partnership with the Head of Marketing.

Skills

CRM campaign management

customer data analytics

communication skills

customer-centricity

Tools

Emarsys

SAP

D365

Wunderkind

GA

Oracle

Salesforce

Shopify

Job description

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Location | Head Office, Kingly St, London

Workplace Type | Hybrid (2 Days WFH)

Contract | Full Time

We’re looking for a CRM Manager to lead and deliver a best-in-class CRM strategy for Russell & Bromley. In this role, you will be responsible for driving customer acquisition, improving retention, and fostering long-term customer advocacy. Working closely with the Head of Marketing, you will leverage customer insights and CRM expertise to create an omni-channel strategy that spans across all touchpoints. This is an exciting opportunity to play a key role in driving engagement, loyalty, and revenue growth.

About the Company

Russell & Bromley is the destination luxury fashion footwear & accessories brand for the everyday. A leading force in British fashion with over 40 stores operating across the UK and Ireland.

Combining European craftsmanship with a British glint in the eye, Russell & Bromley offers iconic style and on-trend design that empowers people to feel exceptional every day.

Founded in Lewes in 1880, borne from a love story between Albion Russell’s daughter, Elizabeth, and George Bromley, today the business remains family-owned, operated, and proudly independent.

The Russell & Bromley business is entering an exciting period of growth with Vision 2030, an ambitious five-year roadmap to fuel our future success, under the leadership of CEO Andrew Bromley. Strategic actions include a commitment to brand and product transformation, continued growth of our UK & IRE retail footprint, and accelerated international expansion. This is an exciting opportunity to join us at a key inflection point in the business, coinciding with the launch of our first seasonal collection with new Creative Director, Daniel Beardsworth-Shaw, and the relocation of our Global HQ to Kingly St. W1 in the heart of Soho. This will now be home to our in-house design, creative, and product studios. Do you want to be part of our next chapter?

About the Role

• Own and execute the cross-channel CRM strategy, including measurement and reporting. Deliver targeted CRM campaigns (currently email-first) to drive customer success.
• Collaborate with cross-functional teams (marketing, e-commerce, retail, IT) to develop and implement CRM campaigns that support business goals from acquisition to loyalty.
• Work with platforms such as Emarsys, SAP, D365, Wunderkind, and GA to track data and inform decisions across all stages of the customer journey.
• Be the authority on customer and engagement health, providing ongoing insights and performance updates to the business.
• Full accountability for Russell & Bromley’s email channel, including strategic planning, segmentation, deployment, and performance measurement. Supported by digital marketing and content teams to design, build, and deploy weekly emails.
• Manage and monitor the Russell & Bromley loyalty program in partnership with the Head of Marketing.
• Direct line management of a Data Analyst.
• Forge a culture of customer-centricity, educating and informing business functions to drive strategic decisions.
• Direct management of 2 agencies, and collaborate with our media agency

About You

• Minimum of 4 years’ experience in CRM, ideally in a fashion/retail business.
• Proven experience with CRM campaign management and optimization.
• Strong track record with CRM software and analytics.
• Expertise in customer data & analytics with the ability to translate insights into actionable business decisions.
• Commercial and trade-focused mindset.
• Excellent communication skills with the ability to influence and inform key stakeholder decisions.
• Highly organized with the ability to balance day-to-day operations with long-term strategic projects.
• Experience with working with internal data servers (such as D365) and external CRM platforms (Emarsys, Wunderkind).
• Operational understanding of web platforms (Oracle/Salesforce/Shopify).

Due to the high volume of applications, we regret that we will only be able to contact successful candidates within two weeks.