Customer Relationship Management Manager

Universal Works; Nottingham; On-site; GBP 30,000 - 50,000; Full time

Job summary

An exciting opportunity awaits a dynamic individual to lead the CRM program at a forward-thinking company. This role involves enhancing customer engagement through innovative CRM strategies, optimizing data-driven campaigns, and collaborating with various teams to achieve commercial success. The ideal candidate will possess a strong background in CRM and data marketing, with a passion for the fashion industry. Join a dedicated team that values creativity and community while enjoying competitive salaries, generous holidays, and a vibrant work culture in a scenic Nottingham office.

Benefits

28 days holiday plus service-based increases

Pension scheme

Generous clothing discount

Clothing allowance

Flexible working

Charity volunteering opportunities

Qualifications

• Minimum 3 years' experience in CRM, data marketing, or email marketing.
• Proven success in developing and implementing a CRM program.

Responsibilities

• Developing and executing CRM tactics to foster customer engagement.
• Analyzing customer and sales data to generate insights and recommendations.

Skills

Customer Relationship Management

Data Marketing

Email Marketing

Strategic Thinking

Communication Skills

Planning and Prioritization

Commercial Awareness

GDPR Knowledge

Tools

Klaviyo

Shopify

Job description

Customer Relationship Management Manager

Direct message the job poster from Universal Works

An exciting opportunity to elevate the UW CRM programme to the next level. This role is ideal for a strong, experienced individual who can champion CRM internally and evolve the department into a best-in-class operation. Responsibilities include fostering community engagement, recognizing loyal customers, nurturing new converts, and communicating the great aspects of the Universal Works brand.

Responsibilities will include:

1. Developing and executing CRM tactics to foster customer engagement and retention.
2. Building and optimizing flows, including seasonal refreshes of the Welcome Flow and other ongoing activities.
3. Partnering with Paid Marketing to plan, analyze, and create integrated campaigns focused on lead generation.
4. Using data to optimize customer segmentation and understand/boost CLTV.
5. Continuously optimizing CRM output through profiling and segmentation to communicate more relevant messages.
6. Owning the CRM tech stack, managing integrations, and contributing to the evolution of the technical infrastructure.
7. Analyzing customer and sales data to generate insights and strategic recommendations.
8. Conducting customer surveys, analyzing findings, and advising on strategies based on insights.
9. Managing and optimizing the referral program.
10. Supporting Retail and E-commerce teams in establishing a unified customer view.
11. Leading a project to define 'loyalty' in the business context and potentially developing a bespoke loyalty program.
12. Producing quarterly email content plans in collaboration with Marketing, Brand, and Ecom teams.
13. Collaborating with Ecom, Marketing, and Creative teams to balance commercial and brand objectives.
14. Supporting the production of bi-weekly broadcast emails to maintain sector-leading open and click-through rates.
15. Developing and maintaining relationships with external partners and agencies.

Role requirements:

1. Minimum 3 years' experience in CRM, data marketing, or email marketing.
2. Proven success in developing and implementing a CRM program.
3. Experience with Klaviyo and Shopify is preferred but not essential; adaptability and quick learning are key.
4. Fashion industry experience or personal affinity is a plus.
5. Team player with excellent communication and presentation skills.
6. Strong autonomous working skills, strategic thinking, and the ability to work under direction.
7. Excellent planning and prioritization skills in a fast-paced environment.
8. Ability to work independently and collaboratively.
9. Commercial awareness, creativity, and GDPR knowledge are advantageous.
10. Passionate, enthusiastic, and relationship-oriented.

The package:

• Competitive salary; details to be discussed after first interview.
• Hours: Mon-Thu 9:00-17:30, Fri 9:00-15:00.
• 28 days holiday plus service-based increases.
• Pension scheme.
• Generous clothing discount and clothing allowance.

Why Universal Works?

Universal Works is a dedicated team that values great design, community, and responsibility. We foster a culture of openness, creativity, and fun, with opportunities for staff to give back through charity initiatives. Our team works from a scenic Nottingham office, with a warehouse, design studio, and stores in Nottingham and London. Our products are sold worldwide, from Los Angeles to Seoul.

Our perks include competitive salaries, holidays, enhanced parental leave, flexible working, and a substantial clothing discount and allowance. We encourage staff to participate in charity volunteering and community initiatives.

Application deadline: Monday 12th May 2025. Please send your CV and cover letter to [e-mail]. By applying, you consent to the use of your data for recruitment purposes.