CRM Manager

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

Benefits offered by this job

Staff Discount

Health Cash Plan

Summer Hours

Cycle to Work

26 Days Annual Leave + Bank Holidays

Job summary

A growing menswear brand in Camden is looking for a commercially minded CRM Manager to enhance customer retention strategies. In this role, you'll develop and manage the CRM roadmap aimed at boosting ecommerce revenue through better customer engagement. The ideal candidate will have over 5 years of relevant experience, strong analytical skills, and a passion for menswear. This position offers a hybrid work model with competitive pay and benefits.

Qualifications

• 5+ years’ experience in CRM, customer retention, or marketing automation.
• Proven experience in ecommerce or fast-paced retail industries, ideally fashion or lifestyle.
• Strong technical skills: hands-on experience with ESP platforms and A/B testing.

Responsibilities

• Define and own the CRM roadmap for 1–3 years.
• Capture, enrich, and segment customer data for better insights.
• Design and manage Wax London's loyalty program.

Skills

CRM Strategy Development

Data Analysis & Insights

Customer Engagement

Loyalty Program Design

Email Marketing

A/B Testing

Segmentation

Tools

Klaviyo

Google Analytics

Job description

Wax London is a fast-growing Menswear brand with ecommerce, retail and wholesale channels. Known for our use of characterful fabrications, we are delivering something different to the menswear market. Due to our exciting growth, we are looking to strengthen our marketing team at our tight-knit head office team in Camden.

The Role

We’re seeking a commercially minded, data-driven CRM Manager to own and evolve Wax London’s customer retention strategy. This role will be central to driving ecommerce revenue growth by boosting repeat purchase rates, deepening customer engagement, and building loyalty across every customer touchpoint.

You’ll design and deliver our multi-year CRM roadmap, ensuring Wax London builds stronger, longer-lasting relationships with our customers. From lifecycle automations to loyalty programs, VIP clienteling to multi-channel campaigns, you’ll play a pivotal role in shaping how we engage with our audience.

• Permanent | Full Time | Hybrid
• Competitive Salary & Perks including Staff Discount, Health Cash Plan, Summer Hours & Cycle to Work
• 26 Days Annual Leave + Bank Holidays

Key Responsibilities

• Define and own Wax London’s CRM roadmap across a 1–3 year horizon.
• Align CRM strategy with ecommerce, retail, and wholesale priorities.
• Act as the voice of the customer across the business.

2. Data & Insight

• Capture, enrich, and segment customer data (behavioural, transactional, lifestyle, demographic).
• Provide actionable insights to inform trade, product, and marketing decisions.
• Define and report on KPIs: repeat purchase rate, RFM, LTV, and loyalty.
• Lead multi-channel CRM campaigns across Email, and future touchpoints.
• Partner with creative teams to deliver personalised and impactful communications.
• Drive BAU campaigns (segmentation, A/B testing, optimisation) as well as brand storytelling moments.

4. Loyalty & Customer Experience

• Design and manage Wax London’s loyalty program, with focus on engagement, LTV, and premiumisation.
• Develop VIP and clienteling strategies to nurture top-tier customers.
• Partner with retail teams to extend CRM beyond ecommerce into store experiences.
• Build advanced lifecycle journeys to optimise customer engagement.
• Use segmentation and predictive analytics to drive hyper-personalised communications.

6. Cross-Functional Influence

• Collaborate with brand, product, retail, customer service, logistics, and ecommerce teams.
• Share insights across the business to ensure customer-centric decision-making.
• Work closely with external agencies and technology partners.

The Ideal Candidate

• 5+ years’ experience in CRM, customer retention, or marketing automation.
• Proven experience in ecommerce or fast-paced retail, ideally fashion or lifestyle.
• Track record of increasing repeat purchase rates, LTV, and customer engagement through CRM.
• Experience designing loyalty programs and running VIP/clienteling activations.
• Strong technical skills: hands-on with ESP platforms (preferably Klaviyo), A/B testing, segmentation.
• Analytical thinker with experience in Google Analytics, CRM reporting, and database health monitoring.
• Comfortable with technical basics (HTML, SQL) to manage and optimise CRM execution.
• Strong communicator with ability to influence cross-functional stakeholders.
• Creative mindset with an understanding of design principles for customer communications.
• Passionate about menswear and the Wax London brand.