CRM & Personalisation Lead — Strategy & Growth

HARRODS; Hounslow; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

a company pension

flexible working

25days' holiday

your birthday off

up to 33% in-store discount

a travel season ticket loan

Job summary

HARRODS is seeking a CRM Manager to lead the BAU roadmap for personalised newsletters, brand communications and CRM automation. You will collaborate with the Data Science team to maximise engagement and LTV through timely, relevant messaging.

In a 6-month fixed term role with potential to go permanent, you will manage KPI setting, testing, budgeting and cross‑functional stakeholder communication to ensure CRM programmes run smoothly and deliver strong customer outcomes.

Qualifications

• Strategic CRM management experience and ability to plan and execute a robust publishing schedule.
• Experience leading AB testing to prove incrementality and optimise campaigns.
• Strong stakeholder management and cross-team collaboration skills.
• Experience owning or supporting CRM channel strategy and retention programmes.

Responsibilities

• Communicating the strategic vision, project progress and performance to key stakeholders
• Consult with key stakeholders across the business on projects that require CRM automation support
• Identify operational efficiencies, working closely with our IT teams and system providers
• Set team and retention KPIs, including budget and forecast management
• Effectively respond to any technical issues to ensure all communications programme are operating as expected

Skills

Strategic planning

Campaign execution

Segmentation

AB testing

Stakeholder management

CRM automation

Communication

Data-informed decision making

Tools

Google Analytics

SAP

ESP platforms

Job description

HARRODS is seeking a CRM Manager to lead the BAU roadmap for personalised newsletters, brand communications and CRM automation. You will collaborate with the Data Science team to maximise engagement and LTV through timely, relevant messaging.

In a 6-month fixed term role with potential to go permanent, you will manage KPI setting, testing, budgeting and cross‑functional stakeholder communication to ensure CRM programmes run smoothly and deliver strong customer outcomes.