CRM Manager 12 month FTC

Joseph Joseph Ltd; London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading houseware brand is seeking a talented CRM/Email Manager for a 12-month maternity cover. This role involves overseeing customer retention strategies, managing email and SMS marketing, and analyzing customer data to enhance engagement. The ideal candidate will have over three years of experience in a similar role and be comfortable working with data while collaborating with various teams. The position offers a competitive salary, hybrid working, and various employee benefits.

Benefits

Competitive salary and holiday allowance

Pension contribution

Exclusive staff discount

24/7 healthcare appointment support

Hybrid working

External private employee wellbeing support

Access to Perkbox

Volunteer days

Team recognition scheme

Training and development opportunities

Qualifications

• 3+ years’ experience in a similar CRM role.
• Experience managing email marketing and loyalty programmes.

Responsibilities

• Oversee retention strategy and manage loyalty programme.
• Own email and SMS marketing strategies, including A/B testing.
• Conduct CRM data reporting and analysis.

Skills

Analytical mindset

Presentation skills

Understanding of GDPR

Tools

Ometria

Attentive

Yotpo

Job description

At Joseph Joseph, we love solving everyday problems through intelligent design to create distinctive, functional products that are a pleasure to own and use. We are one of the world’s leading houseware brands with a global presence spanning over 100 countries, available in most major department stores and independent houseware stores worldwide, as well as our rapidly growing ecommerce channel.

We are looking for a talented CRM/Email Manager to join the Ecommerce Team on a maternity cover 12-month fixed-term contract. Reporting directly to the Head of Digital Marketing & CRM, you will also be responsible for the day-to-day management of the Email Marketing Executive.

What you will be doing:

1. Oversee the retention strategy to achieve customer retention targets and increase revenue from existing customers through effective CRM strategy, channel execution, and understanding of current customer behavior.
2. Manage the company’s loyalty programme, including management, analysis, and optimisation.
3. Own and manage the email marketing strategy—planning, overseeing the briefing, creative and A/B testing plan, reporting, and driving performance through both broadcast and lifecycle journey-building.
4. Conduct CRM customer data reporting and analysis—tracking shopping behavior of new and existing customers, building weekly, monthly, and yearly reports with actionable insights.
5. Own and manage the SMS marketing strategy—planning, A/B testing, reporting, driving performance, and managing spend.
6. Grow the database using paid and organic tools, e.g., Meta lead generation, website data-capture including popups, Preference Centre, and brand-led data-capture initiatives.
7. Implement customer segmentation to ensure optimal and efficient targeting and retargeting across all channels.
8. Work closely with the Ecommerce, Brand, and Digital Design teams on campaign planning, briefing, and execution.
9. Manage relationships with our ESP (Ometria), SMS provider (Attentive), and loyalty provider (Yotpo).

What we need from you:

1. Analytical mindset and comfort working with customer data.
2. 3+ years’ experience in a similar CRM role.
3. Experience managing email marketing for a similar-sized business.
4. Experience managing a loyalty programme for a similar-sized business.
5. Competent presentation skills with the ability to present to the wider team regularly.
6. Understanding of current GDPR compliance regulations.
7. Ometria experience (preferred).
8. Attentive experience (preferred).
9. Yotpo experience (preferred).

What you will get from us:

1. Competitive salary and holiday allowance.
2. A pension contribution.
3. Exclusive staff discount.
4. 24/7 healthcare appointment support.
5. Hybrid working—3 days in the office & 2 days from home, with flexible start/finish times.
6. External private employee wellbeing support.
7. Access to Perkbox.
8. Volunteer days.
9. Team recognition scheme.
10. Training and development opportunities.