CRM Manager

LILY & ROO; Watford; On-site; GBP 30,000 - 50,000; Full time

Job summary

An innovative jewellery brand is seeking a passionate Email & SMS Marketing Manager to lead their customer communications strategy. This role offers the exciting opportunity to shape the content calendar and drive impactful marketing campaigns. You'll collaborate with a creative team to develop and optimize email and SMS campaigns that enhance customer engagement and brand loyalty. With a focus on data-driven strategies, you'll implement A/B testing and personalization tools to maximize performance. If you're ready to make a significant impact in a fast-paced environment, this role is perfect for you.

Qualifications

• Proven success in email/SMS marketing roles, ideally within ecommerce.
• Strong understanding of customer journeys and retention marketing.
• Excellent copywriting and communication skills with a keen eye for visuals.

Responsibilities

• Own and lead email and SMS marketing strategy and execution.
• Collaborate with the marketing team on content planning and campaign ideation.
• Analyse campaign performance and provide actionable insights.

Skills

Email Marketing

SMS Marketing

Klaviyo

Data Analysis

Copywriting

Customer Journey Mapping

A/B Testing

Personalization Tools

Education

Bachelor's Degree in Marketing or related field

Tools

Klaviyo

Loyalty Lion

Nosto

Shopify

Job description

Get AI-powered advice on this job and more exclusive features.

LILY & ROO is a fast-growing jewellery brand known for its elegant, contemporary designs and timeless craftsmanship. We create beautiful, high-quality pieces that our customers truly cherish. As we continue to expand, we’re looking for a talented and driven Email & SMS Marketing Manager to help elevate our customer communications and drive meaningful growth.

The Role:

This is an exciting opportunity to own and lead our email and SMS marketing channels while playing a key role in shaping our content calendar. You'll be part of a collaborative, creative team including our Marketing Manager, Social Media Executive, and Marketing Intern and work closely with our Performance Marketing agency to ensure all customer touchpoints are aligned, strategic, and impactful.

You will be responsible for developing, building, and optimising email and SMS campaigns that increase conversions, deepen engagement, and strengthen brand loyalty and community connection. You'll also support the growth of our loyalty programme (via Loyalty Lion) and integrate campaign activity with personalisation tools like Nosto.

Key Responsibilities:

• Take full ownership of the email and SMS strategy and execution using Klaviyo, delivering campaigns that reflect our brand tone, product stories, and key commercial moments.
• Co-lead the planning and development of our content calendar with the Marketing Manager, ensuring email and SMS communications are aligned with seasonal campaigns, product launches, and broader brand storytelling.
• Collaborate with the marketing team to identify trends, customer insights, and key moments that shape content and messaging across all touchpoints.
• Build and optimise automated flows across the customer journey—from welcome and onboarding to cart abandonment, loyalty, and win-back strategies.
• Implement A/B testing, segmentation, and personalisation to drive engagement, open rates, click-throughs, and conversions.
• Analyse and report on campaign performance with actionable insights to continuously improve effectiveness.
• Maintain best practices around data compliance, list hygiene, and GDPR/opt-in management across email and SMS.
• Collaborate with the wider team to support and evolve our loyalty programme (Loyalty Lion) through targeted, reward-driven campaigns and journeys.
• Work with our tech stack, including Nosto, to integrate personalised product recommendations and enhance the customer experience across email and SMS.
• Collaborate with freelance designers and developers on an ad-hoc basis to ensure brand image alignment.

What You’ll Bring:

• Proven success in email and/or SMS marketing roles, ideally within ecommerce or DTC brands.
• Deep expertise in Klaviyo, including flows, segmentation, campaign creation, and performance analysis.
• A strategic mindset with the ability to contribute to content planning and campaign ideation.
• Strong understanding of customer journeys, retention marketing, and personalisation tools.
• Ability to analyse and interpret data to refine future campaign strategies.
• Excellent copywriting and communication skills, with an eye for visuals and brand tone.
• Highly organised, proactive, and collaborative with a passion for digital marketing.
• A strong sense of ownership and drive in a fast-paced, high-growth environment.

Bonus if you have:

• Experience working with Shopify and ecommerce integrations.
• Hands-on experience with Loyalty Lion, Nosto, or similar loyalty/personalisation tools.
• A background in jewellery, fashion, or lifestyle brands.

LILY & ROO is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Retail Luxury Goods and Jewelry

Referrals increase your chances of interviewing at LILY & ROO by 2x

Sign in to set job alerts for “Customer Relationship Management Manager” roles.

High Wycombe, England, United Kingdom 6 days ago

Greater London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 6 days ago

London, England, United Kingdom 2 weeks ago

TikTok LIVE - Global Customer Service Operations Manager

London, England, United Kingdom 16 hours ago

London, England, United Kingdom 1 day ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 week ago

Global Customer Success Operations Manager

London, England, United Kingdom 1 month ago

Placemaker Manager (Customer Service and Membership Manager)

Kingston Upon Thames, England, United Kingdom 2 weeks ago

Client Relationship Manager, Asset Impact

London, England, United Kingdom 3 weeks ago

Hitchin, England, United Kingdom 3 weeks ago

London, England, United Kingdom 1 week ago

Placemaker Manager (Customer Service and Membership Manager)

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 month ago

City Of London, England, United Kingdom £70,000.00-£70,000.00 3 weeks ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 1 month ago

Join Our Location Manager Community - London & South West Stores

Greater London, England, United Kingdom 11 months ago

London, England, United Kingdom 1 month ago

Account Manager – Lifestyle, Travel & Private Household Management

London, England, United Kingdom 4 days ago

Join Our Supervisor Community - London & South West Stores

Greater London, England, United Kingdom 11 months ago

London, England, United Kingdom 1 week ago

London, England, United Kingdom 1 week ago

London Area, United Kingdom £70,000.00-£90,000.00 12 hours ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.