Senior CRM Manager

BODEN; London; Hybrid; GBP 50,000 - 75,000; Full time

Job summary

BODEN is seeking a Senior CRM Manager to enhance customer engagement through innovative strategies in our London office. This role involves leading a talented CRM team, overseeing customer lifecycle campaigns, and leveraging data insights to drive sales growth. The ideal candidate will have extensive experience in CRM, especially with Ometria, and possess strong leadership and analytical skills.

Qualifications

• Experience in a similar role, ideally with Ometria.
• Understanding of CRM activity impact measurement.
• Strong people management skills.

Responsibilities

• Lead customer lifecycle campaigns across key channels.
• Drive customer retention and reactivation.
• Manage and mentor the CRM team.

Skills

Data-driven communication

Stakeholder management

Problem-solving

Project management

Education

Experience with Ometria

Proven track record of people management

Job description

Stylish, grounded, uplifting - these values live through everything we do at Boden. Without the collaboration, honesty and friendship between our teams, we wouldn't be where we are today. We curate a world of beauty that's ethical, inclusive - and importantly - good fun. We inspire you to live your best life. We are Boden.

Overview

The Senior CRM Manager will be accountable for the performance of our online CRM programmes across our core UK, US and DE markets (as well as other ROW activity). They will deliver best in class execution across our customer data platform (Ometria) to deliver incremental customer demand within our agreed allowable marketing & discount spend.

To deliver profitable growth in the US, UK and Germany (as well as other ROW activity) through a best in class customer marketing strategy that continually finds new ways to drive incremental revenue from across the customer lifecycle. This role will report to the Head of CRM. The CRM team is currently split by Email/SMS and Print. This role is to lead our Email/SMS function and will expand as we continue to develop our new CDP (Ometria).

Location: 3 days per week based at our North Acton Office & 2 days WFH

What You Will Do

• Lead the planning and execution of customer lifecycle campaigns, ensuring personalised, data-driven communication across all key channels (email, SMS to start with but will be fast followers in Ometria).
• Drive customer retention and reactivation in line with Boden's brand values and commercial goals.
• Manage and mentor a high-performing CRM team while working closely with Brand, Data, Digital and Creative teams to deliver cohesive and impactful campaigns.
• Leverage Ometria to automate and personalize customer communications at scale.
• Test new approaches & tech to improve performance.
• Turn insights into actions that drive incremental revenue & customer engagement.
• Work hand in hand with our Brand & Creative teams to make sure every CRM campaign not only performs but looks and feels unmistakably Boden.
• Be the bridge between data and creative, bringing insight-led ideas to life in ways that feel fresh, personal and full of personality.

What We Are Looking For

• Proven experience in a similar role. Ideally with existing Ometria experience.
• An understanding of how to measure the incremental impact of CRM activity.
• An understanding of commercial performance beyond platform revenue and ROAS.
• Proven track record of people management: hiring teams, building performance frameworks and managing people.
• Effective stakeholder management.
• Loves finding solutions to complex problems both technically and intellectually.
• Enjoys having the ownership and accountability to deliver real change and growth.
• Able to balance being a technical specialist and a pragmatic thinker.
• Excellent multi-tasker who takes pride in accuracy and delivering strong results.
• Outstanding organisational and project management skills.
• Creative flair and confidence with a positive attitude.
• A keen eye for an opportunity, with a natural commercial curiosity.
• Able to influence and drive change across multiple functions.