Customer & Loyalty Manager

Stopgap Way; London; Hybrid; GBP 65,000 - 70,000; Full time

Job summary

A well-known retail and fashion brand in London is seeking a Customer & Loyalty Manager to enhance CRM strategy and loyalty programmes. You will optimize campaigns and drive customer engagement using data insights. The ideal candidate has strong CRM experience, preferably in retail, and is proficient with automation tools. This role offers a salary of £65,000 - £70,000 with hybrid working options.

Qualifications

• Proven experience in CRM, loyalty, and retention, preferably in retail or fashion.
• Strong experience with CRM platforms and automation tools.
• Clear track record of driving retention and boosting customer value.

Responsibilities

• Own and optimise the loyalty programme.
• Plan and deliver targeted CRM campaigns.
• Collaborate with internal teams to deliver customer experiences.

Skills

CRM strategy

Customer retention

Data analysis

Campaign reporting

Tools

CRM platforms

Automation tools

Job description

Are you a B2C data-savvy CRM pro who lives and breathes customer insight, loyalty, and retention?

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Salary: £65,000 - £70,000 per annum Location: Greater London,Central London Job Type: Permanent

Salary: £65,000 - £70,000 per annum Location: Greater London,Central London Job Type: Permanent

Are you a data-savvy CRM pro who lives and breathes customer insight, loyalty, and retention? Love turning numbers into personalised journeys that make customers feel seen and spend more? This role could be your perfect fit.
Paying £65,000 - £70,000 - Hybrid working with 3 fixed days in the office and two from home.

THE COMPANY
We’re working with a much-loved retail and fashion brand looking for a Customer & Loyalty Manager to take the reins on their CRM strategy and loyalty programme. Reporting into the Head of Marketing, you’ll lead on segmentation, journey design, retention strategy, and all things data-driven marketing—with a clear focus on increasing customer lifetime value.

THE ROLE
You’ll be the go-to for all things CRM and loyalty, working across email, SMS, and direct mail to create relevant, insight-led campaigns that drive footfall, frequency, and advocacy.
Day to day, you’ll:

• Own and optimise the loyalty programme—boost sign-ups, drive redemptions, track performance.
• Plan and deliver targeted CRM campaigns across the full customer lifecycle.
• Work with brand and digital teams to bring personalisation to life at every touchpoint.
• Develop and report on key KPIs—repeat purchase rate, churn, lifetime value, and more.
• Champion data quality and CRM platform performance (and yes, that includes GDPR compliance).
• Collaborate with internal teams and external partners to deliver joined-up customer experiences.

YOU
You’re commercially minded, creatively sharp, and obsessed with using data to create marketing that connects. You’re not afraid to roll up your sleeves and get stuck into the numbers, but you’re equally comfortable pitching new ideas to the wider team.
You’ll need:

• Proven experience in CRM, loyalty, and retention—preferably in retail, beauty, or fashion but must be in consumer.
• Strong experience with CRM platforms and automation tools
• A clear track record of driving retention and boosting customer value.
• Confidence in campaign reporting and turning insight into action.
• A proactive, collaborative mindset—you're just as happy owning your work as you are working cross-functionally.

You must be fluent in English and have the right to work in the UK.

If you can tick ALL the boxes, then please apply online NOW!

NB: You must be eligible to work in the UK

If this role isn't what you are looking for, don't worry. At Stopgap we cover a wider range of freelance and permanent positions with dedicated sector specialists. It is worth checking our website for all our latest jobs and registering to receive job alerts so you are the first to know about a new opportunity.

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Please only apply for this role if you are eligible to work in the UK.

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