CRM Manager

Halfords; Redditch; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

At a leading retailer in the UK, the CRM Manager will take charge of customer communications aimed at enhancing engagement and loyalty. Responsibilities include managing campaigns across multiple channels, providing strategic direction and operational efficiency while leading a team. This role requires creativity, strong organizational skills, and the ability to work cross-functionally to drive impactful results, offering a competitive salary and benefits.

Benefits

Annual discretionary bonus scheme

25 days annual leave plus bank holidays

Employee discounts across products and services

Support for personal and professional development

Wellbeing and inclusion resources

Qualifications

• Proven experience in a similar CRM role.
• Previous management experience.
• Ability to engage, motivate, and lead a small team.

Responsibilities

• Deliver data-led customer communications across the Group.
• Lead and support CRM Executives in campaign delivery.
• Collaborate with various teams to optimize customer communications.

Skills

Organisational skills

Communication

Customer-focused

Problem-solving

Job description

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At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience—from e-bike and electric vehicle servicing to on-demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores, ensuring a lifetime of motoring and cycling enjoyment.

The teams at our Redditch Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth. Everyone brings their individual knowledge and experience to work every day, working as one team to keep things moving smoothly.

If you’re willing to get stuck in, you’ll love it here too. So put yourself at the heart of a dynamic, fast-paced working environment where expertise and focus take people far.

About the role

As a CRM Manager at Halfords, you’ll take the lead in delivering impactful, data-led customer communications that drive engagement and loyalty across our Group. You thrive in a fast-paced, collaborative environment where creativity meets strategy, building standout campaigns across email, SMS, and direct mail, and inspiring a small team to deliver with precision and purpose.

You’re confident working cross-functionally, using personalisation, segmentation, and test-and-learn strategies to ensure the right messages reach the right people at the right time. With a keen eye for both performance and process, you bring fresh ideas and operational efficiency to every campaign you touch.

To you, it’s the chance to be part of a purpose-driven team at the heart of our business, blending innovation, insight, and collaboration to create customer experiences that truly resonate.

Key responsibilities

• Deliver best-in-class communications across our Group customer database.
• Design the overarching CRM campaign schedule in collaboration with the Senior CRM Manager.
• Lead and support CRM Executives through end-to-end campaign delivery.
• Build and optimise the tactical schedule of email, SMS, and direct mail communications, working cross-functionally with Digital, Category, and Marketing teams.
• Collaborate with the Performance Marketing team to unlock first-party data opportunities across Social and PPC.
• Streamline Group-wide customer communication processes to drive operational efficiency.
• Leverage technology and innovation to create dynamic, personalised campaigns at scale, using test-and-learn approaches for continual optimisation.
• Use audience segmentation to deliver targeted, relevant messaging while maintaining contact frequency best practices.
• Own and execute a test-and-learn roadmap to ensure continuous improvement in campaign effectiveness.
• Monitor and analyse CRM performance at campaign, weekly, and periodic levels, providing actionable, data-driven insights.
• Act as deputy for the Senior CRM Manager on trading-related initiatives.
• Manage external relationships with agencies and platform providers including design, dynamic content, and data partners.
• Work with creative partners to ensure email content is accessible, engaging, and on-brand.
• Ensure consistent CRM execution across all channels, championing brand guidelines and tone of voice.
• A fair and competitive salary evaluated against market data, annual discretionary bonus scheme, pension, life assurance, 25 days annual leave plus bank holidays and enhanced family leave.
• Commitment and dedication to your ongoing personal and professional development. We help you to own and grow your potential so you can be at your best in your current role and to support your future career aspirations.
• We offer hybrid working in our Support Centre, you will be based at our Support Centre 3 days a week with an optional 2 days working from home.
• You will have access to a wealth of employee discounts across the Halfords suite of products and services.
• Wellbeing and inclusion are at the heart of our colleague experience. We offer resources and ongoing support to enhance your wellbeing at work and active Colleague Networks supporting inclusion initiatives across Halfords.

About you

• Proven experience in a similar CRM role, with strong organisational skills to manage busy schedules and cross-functional relationships.
• Previous management experience with the ability to engage, motivate and lead a small team.
• Confident communicator with a collaborative mindset, able to build strong relationships across teams and levels.
• Comfortable working at pace across multiple campaigns and projects, with obsessive attention to detail and ownership of output accuracy.
• Customer-focused, curious, and passionate about delivering the right message at the right time with relevant, engaging content.
• Proactive and solutions-focused, bringing a can-do attitude, strong problem-solving ability, and a drive for continuous improvement through testing and innovation.

Not sure you meet all the criteria? We'd encourage you to take the wheel and apply anyway! At Halfords we are committed to creating an inclusive workplace for our colleagues. We're an equal opportunities employer and proud to welcome applications from all backgrounds and embrace diversity within our one Halfords Family.

At Halfords, we operate a hybrid working policy with 3 days per week on-site at our Support Centre in Redditch Worcestershire.