CRM Manager

JV Recruitment Ltd; Peterborough; On-site; GBP 42,000 - 62,000; Full time

Job summary

JV Recruitment Ltd in Peterborough seeks an experienced CRM Manager to own customer communications across its brand portfolio, driving engagement, retention and revenue. You will lead across email, SMS, push, web and app, using data segmentation and personalisation to optimise campaigns, build automated journeys, and deliver measurable impact for trading and marketing teams.

This role requires leadership, a test-and-learn mindset, and strong stakeholder influence, with strict adherence to data

Qualifications

• Solid grounding in CRM strategy, lifecycle marketing and loyalty programs.
• Hands-on data-driven segmentation and personalisation for targeted campaigns.
• Strong analytical skills with ability to turn campaign data into recommendations.
• Proven experience planning and optimising email, SMS, push and automated journeys.
• Excellent organisational skills to manage multiple live campaigns and deadlines.
• Commercial mindset focused on engagement, conversion and lifetime value.
• Confident stakeholder management across marketing, trading, ecommerce and creative teams.
• Meticulous data accuracy and campaign QA practices.
• Working knowledge of ESPs, including Klaviyo, Google Analytics and Excel.
• Proven people leadership and ability to coach a CRM team.

Responsibilities

• Lead CRM strategy across email, SMS, push, loyalty, web and app to drive engagement and revenue.
• Plan and manage brand-specific campaigns aligned to trading priorities.
• Utilise segmentation and personalisation to lift customer lifetime value across territories.
• Build automated lifecycle journeys from welcome to post-purchase touchpoints.
• Provide clear, actionable reporting for trading and marketing stakeholders.
• Lead a test-and-learn culture with structured A/B testing.
• Ensure compliance with data protection and brand standards.
• Collaborate with trading, ecommerce, design and customer service for joined-up messaging.
• Oversee CRM team performance and development.
• Handle ad-hoc CRM projects as needed.

Skills

CRM strategy

Lifecycle marketing

Retention & loyalty

Segmentation

Personalisation

A/B testing

Stakeholder management

Team leadership

Data accuracy

Campaign QA

Tools

Klaviyo

Google Analytics

Excel

Job description

Our client, a well-established multi-brand retail business with its Head Office in Peterborough, is looking for an experienced CRM Manager to take ownership of customer communications across its brand portfolio. This is a pivotal role focused on strengthening engagement, retention and loyalty, working hand-in-hand with trading and marketing colleagues to turn customer insight into commercially-driven campaigns across email, SMS, push, web and app.

If you're someone who thrives on data-led decision making, loves a good test-and-learn culture, and wants your work to have a direct line to sales performance, this could be a great next step.

The role:

• Take the lead on CRM strategy across email, SMS, push, loyalty, web and app, with customer engagement, retention and revenue as your north star.
• Plan and manage brand-specific communication campaigns that are commercially sharp, well-timed and aligned to trading priorities.
• Use segmentation, personalisation and customer data to sharpen campaign performance and lift customer lifetime value across territories.
• Build out and refine automated lifecycle journeys spanning welcome, retention, win-back and post-purchase touchpoints.
• Turn campaign and behavioural data into clear, actionable reporting for trading and marketing stakeholders.
• Drive a genuine test-and-learn mindset, running structured A/B tests across subject lines, creative, timing and targeting.
• Keep all activity compliant with brand standards, data protection rules, consent requirements and internal processes.
• Partner closely with trading, ecommerce, design and customer service to keep messaging joined-up across every channel.
• Lead and develop a CRM team, raising the bar on execution, accuracy and creative standards.
• Oversee the customer blocklist and resolve permission or preference queries escalated from Customer Services.
• Pick up ad-hoc projects as they arise across the CRM function.

What you'll bring:

• A solid grounding in CRM strategy, lifecycle marketing, retention and loyalty.
• Hands-on experience using data, segmentation and personalisation to build targeted campaigns.
• Sharp analytical skills — comfortable turning campaign data into real recommendations.
• A track record planning and optimising email, SMS, push and automated journey campaigns.
• Strong organisational skills, able to juggle multiple live campaigns and deadlines at once.
• A commercial mindset, focused on engagement, conversion, repeat purchase and lifetime value.
• Confident stakeholder management across marketing, trading, ecommerce and creative teams.
• Meticulous attention to detail, especially around data accuracy and campaign QA.
• Working knowledge of CRM platforms, ESPs, ideally Klaviyo, Google Analytics and Excel.
• Proven people leadership, with the ability to coach a team and embed a test-and-learn culture.