CRM Manager (Retail & E-Commerce)

Stott and May; Greater London; Hybrid; GBP 55,000 - 85,000; Full time

Job summary

Stott and May is seeking an experienced CRM Manager to lead a CRM communications team and own the delivery of high-volume, multi-channel customer marketing campaigns. The role is hybrid, based in London, and focuses on GDPR-compliant, data-driven CRM programs to improve engagement and revenue.

You will manage a team, collaborate with Marketing, Data, Personalisation, Content and Technology teams, and drive continuous optimisation through testing and insights.

Qualifications

• Proven CRM management experience within retail, e-commerce, or consumer-focused organisations.
• Strong understanding of customer segmentation, lifecycle marketing, and campaign delivery.
• Experience with marketing automation and CRM platforms (Emarsys, SAP, Salesforce Marketing Cloud, Adobe Campaign, or similar).
• Strong analytical, stakeholder management, and team leadership skills.
• Ability to thrive in a fast-paced, data-driven environment.

Responsibilities

• Own the CRM communications calendar across email, SMS, push, and direct marketing channels.
• Deliver personalised, data-driven campaigns that drive engagement, conversion, and customer lifetime value.
• Lead testing and optimisation programmes, including A/B and control group testing.
• Analyse campaign performance and provide actionable insights to stakeholders.
• Collaborate with Marketing, Data, Personalisation, Content, and Technology teams.
• Manage and develop a team of CRM professionals.
• Ensure CRM best practice, GDPR compliance, and operational excellence.

Skills

CRM management

Lifecycle marketing

Campaign delivery

Segmentation

Analytics

Leadership

Stakeholder management

Fast-paced environment

Tools

Emarsys

SAP

Salesforce Marketing Cloud

Adobe Campaign

Job description

CRM Manager | Retail & E-commerce

Fixed Term Contract

Location: Hybrid, London

An exciting opportunity for an experienced CRM Manager to lead a CRM communications team and own the delivery of high-volume, multi-channel customer marketing campaigns.

Key Responsibilities

• Own the CRM communications calendar across email, SMS, push, and direct marketing channels.
• Deliver personalised, data-driven campaigns that drive engagement, conversion, and customer lifetime value.
• Lead testing and optimisation programmes, including A/B and control group testing.
• Analyse campaign performance and provide actionable insights to stakeholders.
• Collaborate with Marketing, Data, Personalisation, Content, and Technology teams.
• Manage and develop a team of CRM professionals.
• Ensure CRM best practice, GDPR compliance, and operational excellence.

Experience Required

• Proven CRM management experience within retail, e-commerce, or consumer-focused organisations.
• Strong understanding of customer segmentation, lifecycle marketing, and campaign delivery.
• Experience with marketing automation and CRM platforms (Emarsys, SAP, Salesforce Marketing Cloud, Adobe Campaign, or similar).
• Strong analytical, stakeholder management, and team leadership skills.
• Ability to thrive in a fast-paced, data-driven environment.

Success Measures

• Delivery of CRM campaigns on time and to a high standard.
• Achievement of engagement, conversion, and revenue targets.
• Continuous optimisation through testing, insight generation, and customer-centric communications.