CRM Manager

WHITE STUFF; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A retail company in London is seeking a CRM Lead to drive customer loyalty through data-driven strategies. You will develop and deliver CRM initiatives, manage communications across multiple channels, and optimize customer journeys. The ideal candidate has 4+ years of CRM experience in retail, strong leadership skills, and a data-driven mindset. Benefits include hybrid working, annual bonuses, and generous holiday policy.

Benefits

Hybrid working

Annual bonus opportunity

Up to 28 days holiday per annum

2 extra paid days off for volunteering

50% discount

Subsidised BUPA Dental Insurance

Healthcare cash plan

Life Assurance

Interest-free season ticket loan

Pension contribution

Qualifications

• 4+ years' experience in CRM, ideally in retail or ecommerce.
• Experience managing and developing teams.
• Proven experience in customer lifecycle and loyalty programmes.
• Strong attention to detail with creative content skills.
• Data-driven mindset with analytical skills.

Responsibilities

• Lead development of CRM & Loyalty strategy.
• Manage day-to-day CRM communications across channels.
• Collaborate with teams for personalized campaigns.
• Optimize automation journeys using data insights.
• Conduct industry trend monitoring for best practices.

Skills

CRM management

People management

Customer lifecycle programs

Customer Data Platforms

Automation

Stakeholder management

Tools

Bloomreach CDP

Job description

About the role

This role leads all CRM activity for White Stuff, building long-term loyalty and customer engagement through data-driven strategies and personalised experiences.

What you'll be doing

• Lead the development and delivery of the CRM & Loyalty strategy to drive retention, frequency and customer lifetime value
• Own the day-to-day CRM communications plan, balancing trade and brand objectives across email, SMS, website and direct mail
• Partner with content & creative teams to deliver personalised and dynamic campaigns that resonate with distinct customer segments
• Build and optimise automation journeys, using Bloomreach to drive behavioural triggers and lifecycle programmes
• Establish a robust test‑and‑learn roadmap, leveraging data and insight to continuously improve performance
• Collaborate with ecommerce and retail to deliver seamless, cross‑channel campaigns that maximise reach and reduce attrition
• Work with the Insight team to deepen our understanding of customer behaviour and preferences, ensuring strategy is evidence-based
• Monitor industry trends and bring fresh thinking to ensure White Stuff stays at the forefront of CRM and loyalty best practice

What you'll need

• 4+ years' experience in CRM, ideally within a retail or ecommerce environment
• Demonstrate experience of managing and developing people, coaching and building high performing teams
• Proven experience in developing and delivering customer lifecycle and loyalty programmes
• Hands‑on experience with Customer Data Platforms - Bloomreach CDP/Exponea highly desirable
• Strong track record of building and optimising automated customer journeys
• Solid commercial acumen with the ability to balance trade performance and long‑term brand building
• Excellent attention to detail and a keen creative eye for content and messaging
• Data‑driven mindset with confidence in using insight and analytics to guide decision‑making
• Strong stakeholder management skills with the ability to influence across teams

Benefits

• Hybrid working
• Annual bonus opportunity
• Up to 28 days holiday per annum, plus bank holidays
• 2 extra (paid!) days off per year to volunteer in the local community
• 50% discount
• Subsidised BUPA Dental Insurance
• Healthcare cash plan and Life Assurance
• Interest free season ticket loan
• Pension Contribution

Equal Opportunity Employer

We are committed to creating an environment where we can all be proud to work and be ourselves. Part of this commitment is being an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, and age.

#LI-Hybrid