CRM Manager

Pandora; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Benefits offered by this job

Private healthcare

Employee discount (55%)

25 days annual leave + bank holidays

Hybrid working with London office

Job summary

Pandora is seeking a CRM Specialist to drive customer engagement across the UK & Ireland. You will deliver email and SMS campaigns, use customer insights and automation to maximise value, and collaborate across eCommerce, Retail & Marketing to optimise the customer journey.

In the UK & Ireland, Pandora has been recognised for excellent workplace culture. The role sits in the CRM & Loyalty team, offering a hybrid working style with three days in the London Marylebone office and flexible remote

Qualifications

• Hands-on experience with a CDP/ESP.
• Experience developing segmentation and personalisation strategies.
• Strong communication skills across all levels of the business.
• Knowledge of GDPR and E-Privacy laws.

Responsibilities

• Support the CRM & Loyalty Manager in UK&I CRM strategy using Email & SMS to drive LFL growth, brand elevation, and loyalty.
• Build relationships with stakeholders across E-commerce, Retail, Marketing, Merchandising and Global teams.
• Plan Email and SMS campaigns aligned with Trading & Marketing calendars.
• Provide first stage feedback on newsletters to ensure best practices and testing learnings.
• Collaborate with Global Lifecyle team on test plans for lifecycle campaigns.
• Own Email & SMS reporting and provide insights to inform channel strategy.
• Develop and execute an optimisation roadmap with segmentation, personalisation, dynamic content, testing and automation.
• Plan activity to grow buying customers by converting subscribers and re-engaging lapsed customers.
• Analyse customer behaviour and churn to inform segmentation strategies.
• Partner with CDP team to deliver AI-driven optimisation initiatives.
• Align with wider marketing & ecommerce for a seamless customer journey.

Skills

CRM

Email Marketing

SMS Marketing

Stakeholder management

Analytics

Segmentation & Personalisation

Tools

Bloomreach

Power BI

Adobe Analytics

Job description

Location: Flexible hybrid working style with three days in the London Marylebone office

The role

Reporting to the CRM & Loyalty Manager, this role plays a key part in delivering Pandora's customer engagement strategy across the UK & Ireland. The CRM Specialist will drive performance across email and SMS channels, using customer insight, personalisation and automation to maximise customer value, engagement and retention. This role sits in the CRM & Loyalty team, but the successful candidate will work with all commercial departments including eCommerce, Retail & Marketing to ensure opportunities are maximised across the entire customer journey.

In the UK and Ireland, we are very proud to have recently been recognised in the Sunday Times ‘Best Places to Work 2023’, one of only 11 in the ‘very large’ employers’ category.

About Pandora

The largest jewellery company in the world, we give a voice to millions of people’s loves every day. We sellthree pieces of our hand-crafted jewellery every second and havethe largest network in the industry, with almost 7,000 points of sale around the globe and a strong online business.

We pursue sustainability in everything we do and have set ambitious and measurable targets across every touchpoint of our business, from sourcing through to the materials we use and the marketing of our products.

Our people

Our global workforce is made up of over 32,000 passionate people who, in 2022, helped Pandora record the highest earnings to date, led by a refreshed long-term growth strategy. The pace of our progress has created an energising, ambitious culture where we are empowered to be ourselves and equipped to deliver our very best.

As we continue to grow, we also continue to invest in our talent. We’re looking for people who share our values and can help us bring our ambitions to life.

What To Expect From The Role

• Assist the CRM & Loyalty Manager with all areas of the CRM strategy for the UK and Ireland using Email & SMS to support key priorities including LFL growth, brand elevation, and our loyalty programme.
• Build strong relationships with stakeholders across E-commerce, Retail, Marketing, Merchandising and Global teams to ensure a coordinated customer experience.
• Plan Email and SMS campaigns in alignment with Trading & Marketing calendars, subject to approval by the CRM & Loyalty Manager.
• Provide first stage approval of newsletter campaigns, providing feedback and to the CRM Coordinator to ensure all campaigns adhere to best practice & test learnings.
• Be the first point of contact for Global Lifecyle team; collaborate on test plans to optimise triggered and automated lifecycle campaigns.
• Own all Email & SMS reporting and provide ongoing insight to inform channel strategy.
• Develop and execute an optimisation roadmap to continuously improve performance through segmentation, personalisation, dynamic content, testing and automation.
• Plan activity to increase number of buying customers using tactics to convert new subscribers, maintain active customers, and reengage lapsed customers.
• Analyse customer behaviour, engagement, and churn trends to develop segmentation strategies that deliver more targeted and personalised communications.
• Partner with CDP team and internal stakeholders to deliver AI-driven optimisation initiatives and automation enhancements.
• Align with wider marketing & ecommerce teams to ensure a seamless customer journey in support of broader marketing strategy.
• Drive CRM’s contribution to in-store performance, planning initiatives to drive footfall to stores & maintaining an omni-channel approach to messaging.

The Successful Candidate

• A first experience in a CRM or Email Marketing role with hands-on experience with a CDP/ESP
• Confident in speaking to stakeholders across all levels of the business, from delivering performance insights to Senior Leadership Teams, to aligning with peers on campaign plans.
• Have effective communication skills, both written and verbal, with an excellent grasp of the English language
• Strong analytical skills, with the ability to translate data into actionable insights.
• Experience managing multiple projects and priorities in a fast-paced retail environment.
• Enthusiasm, positivity & a proactive approach to problem-solving with a genuine passion for CRM & Loyalty
• Commercially minded, results-oriented and motivated by continuous improvement.
• Experience developing segmentation and personalisation strategies.
• Understanding of how AI, predictive capabilities and marketing automation can be leveraged to enhance customer engagement and channel performance.
• Basic understanding of relevant legal requirements such as GDPR and E-Privacy laws

Ideal candidates will have

• Proven track record of driving growth from Email channel
• Experience with Bloomreach
• Experience using Power BI & Adobe Analytics

What can we offer you?

Our commitment to unforgettable career progression is just the start. We offer a competitive rewards package that is second to none.

Our Generous Benefits Package Includes

• A highly competitive salary with regular salary reviews
• Generous bonus scheme
• Private healthcare
• Choice of lunch on us, delivered to you whenever you are in the office!
• Early finish Fridays (weekends with Pandora start every Friday at 3pm!)
• 55% employee discount
• 25 days annual leave (plus bank holidays)
• Buy/sell holiday options
• Celebrate your birthday with a day off to celebrate!
• Pandora Perks: access our exclusive online platform provided by Reward Gateway, where you’ll have access to: Discounts on retail brands, cinema tickets, holidays, gym memberships and more
• Wellness Hub: videos to help you lead a healthy lifestyle
• Employee Assistance Programme: a completely confidential, free, counselling phone line open 24/7, all year round
• Recognition programme: celebrate and share achievements with the wider business
• At Pandora we love a party! Especially at Christmas, when you will receive an extra special gift

If you are looking for a new challenge, come and craft the incredible with us!

Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity‑related elements such as a photo, marital status and age.

• If you require reasonable adjustments in place during your interview(s), please make us aware as soon as possible*