CRM Manager

Kurt Geiger; London; On-site; GBP 40,000 - 60,000; Full time

Job summary

Kurt Geiger is seeking a strategic and customer-centric CRM Manager to enhance customer retention through effective use of insights and personalized strategies. This role focuses on campaign delivery, stakeholder collaboration, and leadership within the digital marketing team, fostering a culture of customer-centricity and innovation.

Benefits

Free 24 hour virtual GP access

Summer hours - 3pm Friday Finish

Payday half days throughout the year

Enviable discounted products

Harrods discount

Sample sales

Gym discounts

Enhanced pension scheme including life assurance

Qualifications

• Previous experience in a CRM role, preferably in retail or fashion.
• Advanced understanding of CRM campaign and retention KPIs.

Responsibilities

• Develop and implement email, SMS and app retention strategy.
• Utilise CRM analytics platforms to monitor campaign performance.

Skills

Customer-focused

Strategic mindset

Data analysis

Leadership

Tools

Google Analytics

Tableau

Excel

Braze

Job description

Kurt Geiger | About Us

We are an inclusive, creative footwear and accessories brand powered by kindness. Our goal is to empower our talent to be confident and true to themselves, embodying the London way. London is our home, our heartbeat, inspiring us with its energy, diversity, and creativity. For over fifty years, our in-house shoe and accessory designers have been creating authentic, distinctive designs from our London headquarters. The rainbow is our signature, symbolizing the good energy and love we have for our community and the many ways we express our individual style.

We Are One: For Love | For Diversity | For Change | For Equality | For Kindness | For Freedom | For Unity Against Racism

Kurt Geiger Digital

Kurt Geiger’s Digital Team is a leading-edge, multichannel, global, fully integrated function within the business. We have built an inclusive and diverse team operating across four layers: Back End Systems and Engineering; Platforms; Marketing; Customer Service. Our team of over 100 digital experts collaborates with global partners to deliver retail technology excellence, with a focus on the future. We operate in an agile, fast-paced environment, emphasizing leadership development through our Excellency Framework to help team members grow and achieve business objectives, supporting our global digital brand growth. We have invested over £12m in technology during the pandemic to future-proof our infrastructure and strengthen our thought leadership.

The Role

We are seeking a strategic, customer-centric CRM Manager with proven experience to join our dynamic team. The key focus is to increase frequency and lifetime value by leveraging customer insights and trends to deliver relevant personalization, collaborating with Paid Marketing to maximize impact across all touchpoints. The CRM Manager will develop and implement our email, SMS, and app retention strategies across multiple sites, managing one direct report (CRM Coordinator). Reporting to the Global Retention Lead, this role requires strategic leadership, strong CRM expertise, and a passion for data-driven insights.

• Develop customer-focused initiatives to drive retention goals while managing operational campaign delivery
• Utilize CRM analytics platforms to monitor campaign performance, track KPIs, and present insights to stakeholders
• Create targeted segmentation strategies and personalized experiences based on customer data
• Lead the strategic use of our Customer Engagement Platform (Braze) to optimize campaigns and customer journeys
• Plan email, SMS, and push notification schedules with internal stakeholders, aligning with business objectives
• Stay updated on CRM trends, ensure regulatory compliance, and identify strategic opportunities
• Promote customer-centric thinking and influence stakeholders towards retention strategies
• Provide leadership and mentorship to the CRM Coordinator

Person

• Experience in a CRM role, preferably in retail or fashion
• Customer-focused, strategic mindset, balancing long-term retention with operational needs
• Proficiency in CRM KPIs, data analysis, and reporting tools like Google Analytics, Tableau, and Excel
• Strategic problem-solving skills with a hands-on approach
• Excellent communication and stakeholder management skills
• Proven leadership and team management experience
• Ability to work independently in a fast-paced environment
• Experience with Braze is a plus but not essential

• Benefits include 24-hour virtual GP, summer hours, payday half days, product discounts, Harrods discount, sample sales, gym discounts, and an enhanced pension scheme with life assurance.

Our Culture

We’re an energetic, fast-paced brand embracing progress and innovation. Hard work is rewarded with new opportunities, and kindness is celebrated. Our summer hours support work-life balance. We foster a friendly, vibrant environment where talent can thrive and wellbeing is prioritized.