CRM Manager (Loyalty)

New Look; London; On-site; GBP 45,000 - 65,000; Full time

Job summary

New Look is seeking a CRM Manager for a 12-month contract. You will develop and execute comprehensive CRM strategies aimed at driving customer loyalty and engagement through insights and collaboration across various teams. If you have extensive experience in CRM, particularly in loyalty, and possess strong analytical skills, this might be the perfect opportunity for you.

Benefits

Development opportunities

Monthly discount vouchers

Flexible working arrangements

Qualifications

• 4+ years in a CRM role with loyalty experience.
• Experience in CRM app strategy with demonstrable results.
• Strong segmentation and personalization skills.

Responsibilities

• Designing and managing the global Customer Loyalty strategy.
• Optimizing loyalty benefits and communications.
• Collaborating with the CRM team for execution.

Skills

Segmentation

Personalization

Communication

Project Management

Data Analysis

Tools

Google Analytics

Excel

Email service platforms

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 develop and execute 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 channels, leveraging data-driven insights to optimize customer experiences.

• Develop the end-to-end CRM loyalty strategy, delivering a best-in-class loyalty lifecycle program driven by insight, customer research, data, and personalization stewardship.
• Embed RFM and attitudinal segmentation into the lifecycle stages to encourage customers to move up the value pyramid and communicate effectively at the right time.
• Project manage 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 support loyalty decision-making.
• Work 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, with a hands-on and strategic approach, leveraging new technologies to enhance loyalty and competitive advantage.

Role Responsibilities

The CRM Loyalty and App Manager will be responsible for:

• Designing, managing, and deploying the global Customer Loyalty strategy to increase loyalty, retention, and segment migration, improving RFM metrics and customer lifetime value.
• Optimizing and deploying loyalty benefits, owning push and email communications, and collaborating with SEO & performance marketing teams.
• Developing bespoke programs for top customers with the data strategy team.
• Overseeing customer communication plans and advocating for data-driven insights.
• Driving innovation and best practices in loyalty campaigns.
• Collaborating with the CRM team for execution and sharing results with stakeholders.
• Reviewing CRM initiatives weekly, generating insights using in-house tools.
• Managing the loyalty marketing budget and understanding customer financials to build cost-effective programs.
• Working with the Digital Design team to create campaign assets.
• Managing complex campaign delivery through prioritization and resource planning.
• Researching and recommending new loyalty opportunities.

Reporting & Testing

• Defining KPIs with analytics teams, measuring segment performance, and analyzing results.
• Supporting the development of the Loyalty product roadmap and technology requirements.
• Implementing iterative testing strategies for campaign optimization.
• Applying insights and industry best practices to refine campaigns.
• Creating performance reports and ad-hoc requests.

Relationship & Stakeholder Management

• Maintaining relationships with agencies and internal stakeholders to enable successful loyalty initiatives.

Key Skills

• 4+ years in a CRM role with loyalty experience.
• Experience in CRM app strategy with demonstrable results.
• Strong segmentation and personalization skills.
• Excellent communication, organization, and strategic thinking skills.
• Proficiency in Excel, Google Analytics, Omniture, and Email service platforms (e.g., Emarsys).
• Experience with data analysis, loyalty tools, and campaign management.

Why Join Us?

At New Look, you'll enjoy development opportunities, training, and benefits like monthly discount vouchers, season ticket loans, and virtual GP access. We support flexible working arrangements to suit your needs.

Apply now to be part of our exciting journey!