Senior eCommerce CRM Manager

Central Employment Agency (North East) Limited; North East; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player seeks a data-savvy Senior eCommerce CRM Manager to lead email and SMS marketing strategies. In this pivotal role, you will enhance customer retention and engagement through data-driven insights and personalized marketing journeys. Collaborate with cross-functional teams to optimize campaigns and leverage customer data for hyper-targeted messaging. If you're passionate about eCommerce and ready to make a significant impact on customer loyalty and revenue growth, this is the perfect opportunity for you.

Qualifications

• Proven experience in CRM and retention marketing within e-commerce.
• Strong analytical skills to interpret performance data.

Responsibilities

• Develop and execute data-driven retention strategies.
• Plan and optimize email and SMS marketing campaigns.

Skills

CRM Management

Retention Marketing

Data Analysis

Email Marketing

SMS Marketing

Project Management

Tools

Klaviyo

Google Analytics

Job description

Central Employment is working in partnership with a leading and established eCommerce retail brand, as they look to recruit a data-savvy Senior eCommerce CRM Manager.

Senior eCommerce CRM Manager profile:

The successful CRM Manager will take ownership of the email and SMS marketing strategy, optimizing campaigns to drive customer retention, engagement, and revenue growth. You’ll play a critical role in understanding customer behaviour, increasing Lifetime Value, and reducing churn, using data and insights to craft highly personalised and effective marketing journeys.

Senior eCommerce CRM Manager duties:

1. Develop and execute data-driven retention strategies that enhance engagement and maximize revenue.
2. Implement strategies to increase customer lifetime value, loyalty, and repeat purchase rates.
3. Leverage customer data to create hyper-targeted messaging that resonates at every stage of the journey.
4. Plan, execute, and optimize email and SMS marketing campaigns, including automated flows, re-engagement, and win-back programs.
5. Constantly review and track key metrics, such as open rates, CTR, conversions, retention rates, and deliver actionable insights for optimization.
6. Manage and optimize communication with subscription customers, ensuring seamless retention experiences.
7. Work closely with marketing, content, and design teams to align messaging and branding.
8. Stay ahead of industry trends and leverage new technologies and strategies to enhance retention performance.

Essential experience required:

• Proven experience in CRM, retention marketing, or lifecycle marketing, ideally within an e-commerce or DTC brand.
• Deep understanding of LTV, retention, and churn mitigation strategies in a high-growth e-commerce setting.
• Expertise in Klaviyo (or similar CRM platforms) and email/SMS automation best practices.
• Strong analytical mindset with the ability to interpret performance data and optimize campaigns accordingly.
• Experience with Google Analytics and CRM reporting tools is a plus.
• Strong project management skills, with the ability to manage multiple campaigns simultaneously.