Senior CRM Trading & Engagement Manager

Holland-; Nuneaton; Hybrid; GBP 65,000 - 95,000; Full time

Benefits offered by this job

33 days holidays

Private medical insurance

Annual bonus up to 10%

£50 product allowance

25% staff discount in store & online

Wellhub membership

Cycle to work

Job summary

Holland & Barrett is seeking a Senior CRM Trading & Engagement Manager to own CRM trading performance and lead omnichannel campaigns. You will align commercial priorities with customer insight and technical CRM capabilities to drive revenue without over-contacting customers.

You will lead a team of five and collaborate with Digital Trading, Commercial, Marketing, Data and Analytics to turn customer opportunities into measurable results.

Qualifications

• Senior CRM or trading experience in retail with revenue impact.
• Ability to translate customer data into trading priorities and campaigns.
• Strong stakeholder influence and cross-functional collaboration.

Responsibilities

• Own weekly CRM trading performance and drive revenue as part of omnichannel plan.
• Set priorities across promotional, seasonal, category and regional activity.
• Shape audience, contact and channel strategies to grow sales while protecting engagement.
• Use first-party data to identify opportunities and deliver personalised activation.
• Translate commercial opportunities into deliverable CRM plans (data, triggers, personalization).
• Collaborate with MarTech, Data and Analytics to maximise CDP/Braze capabilities.
• Lead CRM activity that supports category growth and store footfall.
• Use insights and test-and-learn to improve campaign effectiveness.
• Lead and develop your team to deliver against commercial priorities.

Skills

CRM trading

Omnichannel marketing

Stakeholder influence

Tools

Braze

CDP

Job description

Nuneaton OR London | Permanent | Hybrid working (if London based, some travel to Nuneaton would be required)

Intro

Every customer interaction is an opportunity. The challenge is knowing which ones will make the biggest difference.

Our customer data gives us the opportunity to make marketing more relevant, grow existing-customer revenue and bring more people into our stores and digital channels. The key is turning that insight into the right activity, at the right time, for the right customers.

As Senior CRM Trading & Engagement Manager, you'll own CRM trading performance and lead the delivery of our omnichannel CRM plan. You'll bring together commercial priorities, customer insight and technical CRM capability to create targeted campaigns that drive revenue and engagement without overwhelming customers with contact.

You'll lead a team of five and work closely with Digital Trading, Commercial, Marketing, Data and Analytics to turn customer opportunities into measurable results.

What you'll be doing

• Own weekly CRM trading performance, driving revenue and contribution as part of the wider omnichannel trade plan.
• Set priorities across promotional, seasonal, category and regional activity, making sure CRM effort is focused where it can have the greatest impact.
• Shape audience, contact and channel strategies to grow sales while protecting customer engagement.
• Use first-party customer data, customer behaviour and segmentation to identify valuable opportunities and deliver more personalised activation.
• Turn commercial opportunities into technically deliverable CRM plans, bringing together data, triggers, decisioning, personalisation and channel capabilities.
• Partner with MarTech, Data and Analytics teams to get more from our customer data platform (CDP) and Braze capabilities, identifying gaps that limit performance.
• Lead CRM activity that supports category growth and store footfall, including regional campaigns and local targeting.
• Use performance insight and test-and-learn to improve campaign effectiveness, understand incremental return and make better decisions about what happens next.
• Lead and develop your team, building the trading and execution capability needed to deliver against our commercial priorities.

What you'll bring

• Senior CRM or trading experience in retail or a consumer business, with a strong understanding of commercial performance.
• The ability to translate customer data and insight into clear trading priorities, audience strategies and effective campaigns.
• Strong technical CRM and omnichannel knowledge, including how data, segmentation, triggers and personalisation work together.
• Experience using CDP and marketing automation capabilities, ideally including Braze, to deliver commercial results.
• Commercial and analytical judgement, with a focus on revenue, conversion, return on investment and customer engagement.
• The confidence to influence stakeholders, work across functions and lead a team through a busy, fast-moving trading agenda.

Holidays

• 33 days, including bank holidays
• 24/7 Virtual GP access
• Private medical insurance – single cover
• Annual free at-home health testing kit (after 6 months' service)
• Access to our Employee Assistance Programme and a network of Mental Health First Aiders whenever you need support

Financial Wellbeing

• Workplace pension with 5% employer contribution
• Life assurance (2x salary, after 6 months' service)

Reward

• Annual Bonus (subject to company and individual performance) up to 10%
• £50 Colleague product allowance on Holland & Barrett products (after 6 months' service)
• Access to cashback and discounts from a wide range of retailers
• 25% colleague discount, available in store and online
• Free Wellhub membership, with discounted access to gyms, studios and premium wellbeing apps
• Cycle to Work scheme

About Holland & Barrett

We exist to make health and wellness a way of life for everyone, adding quality years to life. With more than 150 years of experience, we bring together knowledge, evidence-led thinking and practical support to help people move forward on their own wellness journeys. Every customer interaction is another opportunity to make that purpose real.

Inclusion & accessibility statement

We want every colleague to feel included and able to bring their experience and perspective to work. If you need an adjustment to support you through the application process, please let the hiring team know.