Senior CRM Manager

Major Players | B Corp; London; Hybrid; GBP 50,000 - 60,000; Full time

Job summary

A leading eCommerce brand is seeking a Senior CRM Manager to take strategic ownership of retention and customer engagement. This role involves leading the CRM function, optimizing customer lifecycle programs, and mentoring a team member. The ideal candidate will have a strong background in CRM within a DTC environment and a proven ability to drive retention outcomes.

Benefits

Hybrid working (2 days WFH per week)

Private healthcare and dental cover

Learning and development support

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.
• Hands-on experience with ESPs and CRM platforms.

Responsibilities

• Lead CRM strategy and execution across email, automation, segmentation.
• Develop and optimise key flows using a test-and-learn approach.
• Mentor and manage a CRM Executive.

Skills

CRM strategy

Customer segmentation

Lifecycle marketing

Email marketing

Analytics tools

Job description

Senior CRM Manager - eCommerce DTC Brand

London, £50,000 - £60,000

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, while also mentoring a CRM Executive and collaborating on new retention initiatives across multiple markets.

Key Responsibilities:

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

Benefits:

• 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, then please get in contact with:

Major Players are the UK's leading digital, marketing, and creative talent agency, and over the last 30 years we've consistently championed our people and communities. As a proud B Corp , we are committed to improving diversity, equity and inclusion within the industries we service, 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 status as required by applicable law.

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