CRM Manager

Sofa Club; Hertford; On-site; GBP 40,000 - 60,000; Full time

Job summary

A UK-based furniture brand is seeking a CRM Manager to enhance the customer journey across email and SMS. The ideal candidate will have proven CRM management experience in e-commerce and hands-on expertise with Shopify, Klaviyo, and Zendesk. This role also entails managing lifecycle journeys and providing insights to improve customer engagement and retention. The company offers a competitive salary and various employee benefits.

Benefits

Competitive salary

Lucrative bonus scheme

28 days annual leave + bank holidays

Enhanced family leave

Health insurance

Friends and family discount

Salary sacrifice schemes

Qualifications

• Proven CRM management experience within an e-commerce environment.
• Hands-on expertise with Shopify, Klaviyo, and Zendesk.
• Strong knowledge of segmentation, lifecycle marketing, and automation.
• Analytical mindset with the ability to interpret data and provide insights.
• High attention to detail, with a focus on accuracy and compliance (GDPR).
• Excellent communication and collaboration skills.

Responsibilities

• Design and manage lifecycle journeys across email and SMS.
• Plan, build, and optimise automated and ad hoc campaigns using Klaviyo.
• Own customer data accuracy, compliance, and integration across platforms.
• Partner with teams to deliver joined-up customer journeys.
• Deliver weekly and monthly CRM performance updates.

Skills

CRM management experience

Expertise with Shopify

Expertise with Klaviyo

Expertise with Zendesk

Knowledge of segmentation and lifecycle marketing

Analytical mindset

Attention to detail

Excellent communication skills

Job description

About Sofa Club

At Sofa Club, we’re on a mission to transform the way people shop for sofas. As one of the UK’s fastest-growing furniture brands, we combine bold design, seamless service, and innovative technology to create a customer journey that’s as stylish as our sofas.

Our growth is powered not just by our products, but by the relationships we build with customers. From their first swatch request to post-purchase care, every interaction matters. That’s where CRM comes in, creating personalised, data-driven journeys that delight customers, drive loyalty, and fuel long-term growth.

Role Overview

As CRM Manager, you’ll own and optimise the customer journey across email, SMS, and integrated touchpoints. Beyond campaigns, you’ll design automated, personalised journeys that drive engagement, repeat purchases, and lifetime value.

From swatch requests to post-purchase touchpoints, you’ll make every stage seamless and effective. Using Klaviyo, Shopify, and Zendesk, you’ll deliver targeted communications while continuously testing, optimising, and improving. Working with teams across the business, you’ll be the driver of best-in-class customer experiences at Sofa Club.

Key Responsibilities

Customer Journey & Segmentation

• Design and manage lifecycle journeys across email and SMS.
• Develop segmentation strategies to ensure communications are targeted and relevant.
• Align CRM activity with product launches, promotional campaigns, and trading initiatives.

Campaign Management

• Plan, build, and optimise automated and ad hoc campaigns using Klaviyo.
• Manage CRM integrations with Shopify and Zendesk to ensure smooth customer experiences.
• Apply a structured test-and-learn approach to drive continual improvement.

Data & Insights

• Own customer data accuracy, compliance, and integration across platforms.
• Analyse campaign and journey performance, highlighting trends and opportunities.
• Report regularly to the E-Commerce Director with clear insights and recommendations.

Collaboration & Support

• Partner with Marketing, Aftersales, and Development teams to deliver joined-up customer journeys.
• Support Finance with re-engagement strategies for failed finance applications.
• Ensure CRM integrates seamlessly with Shopify POS to unify online and offline experiences.

Reporting

• Deliver weekly and monthly CRM performance updates with key takeaways.
• Provide actionable recommendations to improve engagement, retention, and repeat purchase rates.
• Maintain consistency, accuracy, and a high standard across all CRM activity.

Skills & Experience Required

• Proven CRM management experience within an e-commerce environment.
• Hands‑on expertise with Shopify, Klaviyo, and Zendesk (essential).
• Strong knowledge of segmentation, lifecycle marketing, and automation.
• Analytical mindset with the ability to interpret data and provide insights.
• High attention to detail, with a focus on accuracy and compliance (GDPR).
• Excellent communication and collaboration skills.

What You’ll Get

- Be part of a growing brand with real creative freedom and input.

- Access to a supportive and ambitious team culture.

- Opportunity to grow your career as we scale our in‑house comms function.

- Competitive salary

- Lucrative bonus scheme

- 28 days annual leave + bank holidays

- Enhanced family leave

- Health insurance

- Friends and family discount

- Salary sacrifice schemes

Are you a perfect match?

• Ambitious?We have huge plans. There’s never been a better time to join Sofa Club. We are growing fast and need ambitious people to join us for the ride.
• Fun?We work hard and then let our hair down at our office prosecco bar (yes, really!).
• Do‑er?Talk is cheap, execution is everything. Be a doer, not a talker.
• Friendly?We’re proud to be an equal opportunity employer. We have a diverse and inclusive culture, everyone gets on well, and we work together as one family.