Senior CRM Manager

JR United Kingdom; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

An innovative company is seeking a CRM Specialist to take strategic ownership of customer retention and engagement. In this role, you'll lead the CRM function, driving email marketing and loyalty strategies while collaborating with cross-functional teams. You'll mentor a CRM Executive and implement new retention initiatives across various markets. This is an exciting opportunity to join a digitally native brand known for its commitment to quality and customer loyalty. If you are passionate about CRM and looking to make a significant impact, this position is perfect for you.

Benefits

Private Healthcare

Dental Cover

Learning and Development Support

Flexible Working

Qualifications

• Experience in CRM or lifecycle marketing within a DTC or eCommerce brand.
• Proven track record of owning CRM strategy and driving measurable retention outcomes.

Responsibilities

• Lead CRM strategy and execution across email, automation, and customer lifecycle programs.
• Manage weekly trade performance metrics related to email activity and automation.

Skills

CRM Strategy

Email Marketing

Customer Segmentation

Lifecycle Marketing

Analytical Tools

Mentoring

Tools

ESPs

CRM Platforms

Analytics Tools

Job description

Job Description: CRM Specialist

Are you a CRM specialist looking to take strategic ownership of retention and customer engagement at a brand with strong global growth? This is an exciting opportunity to join a digitally native business, known for high-quality consumer products and a loyal, values-driven customer base.

In this role, you'll lead the entire CRM function—owning email marketing, automation, segmentation, and loyalty strategies. You'll work cross-functionally across growth, creative, and analytics teams, mentor a CRM Executive, and collaborate on new retention initiatives across multiple markets.

Key Responsibilities:

• Lead CRM strategy and execution across email, automation, segmentation, and customer lifecycle programs.
• Develop and optimize key flows (welcome, post-purchase, reactivation, birthday, etc.) using a test-and-learn approach.
• Coordinate with merchandising and creative teams to plan BAU and campaign calendars.
• Manage weekly trade performance metrics related to email activity and automation, reporting against core KPIs.
• Identify and launch new retention channels such as Direct Mail, referral schemes, and review programs.
• Mentor and manage a CRM Executive, supporting their growth and delivery.

Skills & Experience:

• Experience in CRM or lifecycle marketing within a DTC or eCommerce brand.
• Proven track record of owning CRM strategy and driving measurable retention outcomes.
• Strong understanding of customer segmentation, journeys, and lifecycle planning.
• Hands-on experience with ESPs, CRM platforms, and analytics tools.
• Experience managing or mentoring junior team members.
• Hybrid working (2 days WFH per week).
• Private healthcare and dental cover.
• Learning and development support.

If you would like a confidential chat about this role or your next career move, please contact: [emailprotected]

Major Players is the UK’s leading digital, marketing, and creative talent agency. Over the last 30 years, we've championed our people and communities. As a proud B Corp, we are committed to improving diversity, equity, and inclusion within the industries we serve, creating impactful and sustainable change for our partners, candidates, and employees. We offer equal opportunities to all candidates regardless of race, religion, gender, sexuality, disability, age, and other protected statuses as required by law.

For more about our DE&I commitments, visit: www.majorplayers.co.uk/diversity-equity-inclusion/