CRM Manager (Loyalty)

TN United Kingdom; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic CRM Manager to lead their customer loyalty initiatives. This role is pivotal in developing and executing strategies that enhance customer engagement and drive revenue growth. You will work closely with cross-functional teams to implement innovative loyalty programs and optimize customer experiences. If you are passionate about data-driven insights and have a knack for building strong customer relationships, this is the perfect opportunity for you. Join a vibrant team that values creativity and collaboration, and help shape the future of customer loyalty in a fast-paced environment.

Benefits

Monthly discount vouchers

Season ticket loans

Virtual GP access

Qualifications

• 4+ years of CRM experience with a focus on digital and loyalty.
• Proven results in CRM app strategy and usage.

Responsibilities

• Design and manage the global Customer Loyalty strategy.
• Collaborate with teams to optimize loyalty benefits and communications.

Skills

CRM Management

Customer Segmentation

Data Analysis

Communication Skills

Project Management

Education

Degree or equivalent qualification

Tools

Google Analytics

Excel

Emarsys

Job description

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From our first store in the 1960s, a little Taunton shop with great clothes and even better prices, to an omni-channel business serving millions of customers… we're New Look.

Our purpose is always to inspire That New Look Feeling, and we believe that starts with us. Our values motivate us every day: we play to win, we're customer-obsessed, and we work as one.

It's a busy and exciting time for the brand, and we’re on the hunt for a CRM Manager to join our growing CRM Team. This is a 12-month FTC.

The Role

As the CRM Marketing Manager, you will play a pivotal role in developing and executing comprehensive customer relationship management strategies to drive customer loyalty, engagement, and revenue growth. You will collaborate with cross-functional teams to ensure seamless integration of CRM initiatives across various channels, leveraging data-driven insights to optimize customer experiences.

• Develop the end-to-end CRM loyalty strategy, delivering an excellent loyalty lifecycle programme driven by insight, customer research, data, and personalisation stewardship.
• Embed RFM and attitudinal segmentation into the end-to-end lifecycle, encouraging customers to move up the value pyramid and communicating effectively at the right time.
• Project managing loyalty programs within a matrix framework, building timely and relevant KPI reports, and acting on weekly trading routines.
• Be insight-driven and customer-first, driving innovation through solid insight application to loyalty decision-making.
• Collaborate cross-functionally with tech, performance marketing, brand, UX teams, and the in-house design studio to create and implement loyalty initiatives and lead seasonal planning.
• Lead the delivery of the new New Look program across all channels, combining hands-on execution with strategic oversight, and leveraging new technologies to enhance loyalty and competitive advantage.

Role Responsibilities

The New Look CRM Loyalty and App Manager will be responsible for:

• Designing, managing, and deploying the global Customer Loyalty strategy, creating cross-channel programs to increase loyalty, retention, and segment migration, improving RFM metrics and customer lifetime value.
• Optimizing and deploying loyalty benefits, managing push and email communications, and collaborating with SEO & Performance marketing teams.
• Developing bespoke programs for top customers with the CLV and data strategy teams.
• Ensuring loyalty communication plans are delivered and optimized based on customer data.
• Driving insight-driven innovation and best-in-class execution.
• Collaborating with the CRM team to deliver a robust execution plan, sharing results and next steps with stakeholders.
• Reviewing CRM initiative performance weekly, generating actionable insights using in-house tools.
• Managing the Loyalty Marketing budget and understanding customer financials to develop cost-effective programs, working with the CRM senior manager on forecasting and budgeting.
• Working with the Digital Design team to create assets for Loyalty campaigns.
• Managing complex campaign delivery through team prioritization and resource planning.
• Researching and recommending new strategic Loyalty opportunities.

Reporting & Testing

Managing testing plans and analyzing results by:

• Defining Loyalty KPIs with analytics teams, measuring customer segment performance, and identifying improvements.
• Working with the Customer Lifecycle & Retention Product owner to define the Loyalty product roadmap and technology requirements.
• Developing an iterative testing strategy based on data and customer insights.
• Applying insights and industry best practices to optimize campaigns.
• Supporting weekly performance analyses and monthly reviews.
• Handling ad-hoc reporting requests.

Relationship & Stakeholder Management

Owning and developing loyalty strategies and initiatives by:

• Maintaining strong relationships with agencies and internal stakeholders across product, e-commerce, and marketing teams.

Key Technical and Behavioral Skills

• 4+ years of CRM experience with a focus on digital and loyalty.
• Proven results in CRM app strategy and usage.
• Experience in customer segmentation and personalization.
• Strong communication skills, influencing at senior levels, and commercial awareness.
• Excellent organizational and prioritization skills.
• Proficiency in Excel, Google Analytics or Omniture, and email platforms like Emarsys.
• Experience with data analysis, campaign management, and brand guidelines.
• Degree or equivalent qualification.

Why New Look?

Enjoy the fantastic team, fashion, development opportunities, and benefits like monthly discount vouchers, season ticket loans, and virtual GP access. We are flexible regarding working patterns and keen to discuss your preferences.