CRM Manager

Matalan; Liverpool; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading UK retailer is seeking a CRM Manager to lead the delivery of their CRM strategy across multiple channels. The role involves managing a team and optimizing customer loyalty initiatives while ensuring compliance and data integrity. Candidates should have extensive experience in CRM functions, customer segmentation, and various marketing channels, including email and SMS. This position offers benefits like staff discounts and career development opportunities.

Benefits

20% staff discount

Thrive Recognition Scheme

Wellbeing support

Life Assurance

Retail Rewards platform

Pension Scheme

Career development opportunities

Qualifications

• Highly experienced in leading a CRM function and managing multiple direct reports.
• Proven success in changing cohort behaviour as part of a Loyalty programme.
• Experience with various ESPs, with Salesforce Marketing Cloud being preferable.

Responsibilities

• Lead the CRM strategy, ensuring effective customer journeys and timely creative delivery.
• Optimise Salesforce Marketing Cloud for compliance and data quality.
• Embed a data-led culture, driving segmentation and personalisation.

Skills

CRM function leadership

Customer segmentation

Email marketing

Direct mail marketing

Data analysis

Test and learn methodology

Commercial awareness

GDPR compliance

Tools

Salesforce Marketing Cloud

Job description

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About Matalan

From humble beginnings to disruptive innovations in the retail industry, find out about how Matalan is ever-evolving here.

We know as a team, we are stronger together - we champion equality for all and make lasting connections that go beyond work. We thrive off our inclusive culture, encouraging our colleagues to bring their true selves to work and contributing to collective creativity, open-mindedness and growth.

We want give every candidate the opportunity to perform at their best throughout the application and interview process and then ultimately in their role. If you require any adjustments during our recruitment process, please don't hesitate to let us know.

In the event that a high volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.

About the role

As CRM Manager you will design, embed and manage the delivery of Matalan's CRM strategy through multiple channels to deliver value across the customer lifecycle. You will lead a team responsible for the end to end customer loyalty journey, from onboarding, nurturing, retaining and reactivating our customer base to deliver against business priorities.

Key Responsibilities

• Lead the CRM strategy, channels and budgets, ensuring effective customer journeys, timely creative, and seamless delivery across email, push, direct mail, coupons and new channels like SMS/WhatsApp.
• Optimise Salesforce Marketing Cloud and ensure compliance, data quality, deliverability and GDPR standards.
• Partner with Brand, Media and Performance teams to extend CRM activity into paid digital channels.
• Manage Data and Creative third-party partners and support hands‑on campaign execution during peak periods.
• Embed a data‑led culture, driving segmentation, personalisation, test‑and‑learn and clear performance reporting.
• Identify new data requirements and lead an annual testing roadmap to continually improve customer and commercial outcomes.
• Provide clarity, coaching and development opportunities, creating a high‑performing team that understands its contribution to CRM goals.

About You

• Highly experienced in leading a CRM function and managing multiple direct reports
• Experienced in multiple CRM channels including email, push, direct mail, paid digital, coupons at till, SMS & WhatsApp
• Proven experience of customer segmentation and channel content strategy
• A customer champion with the ability to develop strategies against different audience objectives delivering against brand, loyalty and trading requirements.
• Strong commercial awareness with an understanding of how CRM marketing channels deliver against the P&L
• Proven success in changing cohort behaviour as part of a Loyalty programme
• Adept at test and learn methodology, reporting and analysis. Able to interpret results and create a simple narrative around performance.
• Experience with various ESPs. Salesforce Marketing Cloud is preferable but not mandatory
• GDPR trained
• B2C Retail experience an advantage

Benefits

• 20% staff discount, which increases with length of service
• Thrive Recognition Scheme
• Wellbeing support provided by the Retail Trust
• Life Assurance
• Retail Rewards platform offering discounts for other retailers
• Pension Scheme
• Access to a wide range of career development
• Additional benefits may apply depending on your role and area of the business