Head of CRM & Loyalty Growth

ME AND EM LIMITED; Greater London; On-site; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Annual leave 33d

Birthday day off

Pension

Life Insurance

EAP

Length of service

Refer a friend

Staff discount

Cycle to work

Eye care vouchers

Real Living Wage

Employee committees

Social events

Maternity/paternity

Job summary

ME+EM is seeking a Head of CRM to drive retention, loyalty and advocacy across international markets. You will lead a strategic, hands-on team, evolving CRM capabilities and personalisation across email, SMS and push while collaborating with Brand, Product, Ecommerce and Retail.

You will own segmentation, lifecycle journeys and VIP programmes, aiming to deepen customer relationships and maximise lifetime value in a fast-paced luxury environment.

Qualifications

• Senior CRM or loyalty leadership experience in retail/fashion.
• Proven track record of driving retention and lifetime value.
• Experience building VIP and advocacy programmes.
• Strong analytics, segmentation and lifecycle marketing skills.

Responsibilities

• Define and own CRM strategy across retention, loyalty and lifecycle marketing with clear targets.
• Lead segmentation and personalised omnichannel communications across email, SMS, push.
• Oversee CRM tech stack, CDP and automation platforms, ensuring scalability.
• Develop VIP and advocacy programmes to drive loyalty and referrals.
• Collaborate with Brand, Product and Ecommerce to inform commercial decisions.
• Manage and develop the CRM team, and oversee external partners.

Skills

CRM leadership

Loyalty programs

Lifecycle marketing

Multichannel CRM

Data analytics

Budgeting & forecasting

Stakeholder management

VIP & advocacy programs

International localisation

Team leadership

Tools

CRM platforms

CDP

Marketing automation

Job description

ME+EM is seeking a Head of CRM to drive retention, loyalty and advocacy across international markets. You will lead a strategic, hands-on team, evolving CRM capabilities and personalisation across email, SMS and push while collaborating with Brand, Product, Ecommerce and Retail.

You will own segmentation, lifecycle journeys and VIP programmes, aiming to deepen customer relationships and maximise lifetime value in a fast-paced luxury environment.