CRM Manager

Harrods; City of Westminster; Remote; GBP 55,000 - 70,000; Full time

Benefits offered by this job

Company pension

Flexible working

25 days holiday + birthday off

33% in-store discount

Travel season ticket loan

Job summary

Harrods in London is seeking a CRM Manager to lead the strategic planning and execution of a robust CRM publishing schedule, including newsletters, brand media and marketing communications. The role focuses on BAU roadmap, AB testing, and driving customer engagement, conversion and LTV through relevant messaging, channel and timing.

The ideal candidate will bring SAP experience, strong stakeholder management, and a passion for CRM automation and analytics to optimise campaigns and retention

Qualifications

• Experience with CRM strategy and pipeline management.
• Strong stakeholder management and communication.
• Experience in campaign execution and segmentation.

Responsibilities

• Communicate the strategic vision, project progress and performance to key stakeholders.
• Consult with key stakeholders across the business on projects that require CRM automation support.
• Identify operational efficiencies, working closely with IT teams and system providers.
• Set team and retention KPIs, including budget and forecast management.
• Effectively respond to any technical issues to ensure all communications programmes are operating as expected.

Tools

SAP

Google Analytics

Job description

## CRM ManagerApply: Hammersmith: Full time: Posted Today: End Date: November 12, 2026 (30 days left to apply): VAC- 55995We have an exciting opportunity for a CRM Manager to join our CRM & Digital personalisation team here at Harrods. You will be responsible for the strategic planning and successful execution of a robust CRM publishing schedule that includes newsletters, brand media and marketing communications. This is a 12 -month fixed position with the possibility of going permanent **About the Role** The CRM Manager will lead and execute the BAU roadmap to optimise core newsletters that are personalised and relevant, lead on AB and control testing to prove incrementality whilst supporting customer marketing objectives. Job Responsibilities* Communicating the strategic vision, project progress and performance to key stakeholders* Consult with key stakeholders across the business on projects that require CRM automation support* Identify operational efficiencies, working closely with our IT teams and system providers* Set team and retention KPIs, including budget and forecast management* Effectively respond to any technical issues to ensure all communications programme are operating as expected **About You** The ideal candidate will be a strategic, creative and commercial thinker, playing a key role in shaping and developing a Next Best Action strategy together with our Data Science team with a focus on maximising customer engagement, conversion and LTV through relevance of messaging, channel and timing. You will also have the following;* Experience in SAP is essential for this role* Good understanding of ESPs and Google Analytics* Excellent communication and organisation skills to confidently lead discussions with internal and external stakeholders* Experience in campaign execution and segmentation* Previous experience owning or supporting with a strategy for a CRM Channel* Be able to prioritise and multitask in an everchanging fast paced environment **About Us** Harrods is one of the world’s leading luxury department stores and we’re becoming a destination for top designers, and the most sought-after brands from around the globe. Our combined mission is to make visiting our iconic Knightsbridge store one of the world’s most inspiring shopping experiences. **Our Promise to You** Help us make the impossible possible for our customers and we’ll do something remarkable for you. As well as offering a friendly environment to inspire your best work, we provide abundant opportunities and support to build an exceptional career across the varied specialisms of our business. In return for your hard work, you’ll benefit from a competitive salary and an excellent benefits package, including a company pension, flexible working, 25 days’ holiday and your birthday off, up to 33% in-store discount and a travel season ticket loan. **Uniquely You** Whilst our job adverts outline the ideal qualities, skills, and prior experience for the role, we believe in the potential for growth and value individual strengths. If you can demonstrate the majority of skills and strong experience to thrive in this role, we would encourage you to apply. At Harrods we believe the personality and authenticity of our people sets us apart. We celebrate and invite applications from all cultures, backgrounds, tastes, and experiences and are proud of our culture where people from all walks of life can grow and thrive. What makes you unique makes us exceptional. If you want to know more about our people and our culture, search #TogetherHarrods on LinkedIn, Facebook or follow us on Instagram @togetherharrods **Additional Information:****Time Type:**Fixed Term (Fixed Term)**Department:**CRM & Insight (Neil Thornton)