Responsibilities

• Lead the planning, execution and optimisation of the global CRM strategy across all customer touchpoints.
• Supporting Snr. Mng. in the management, coaching and developing of the CRM team, fostering collaboration, innovation and high performance.
• Deliver targeted, data-driven CRM campaigns, including automated journeys, lifecycle communications and campaign testing to improve customer engagement and retention.
• Own customer segmentation strategies and partner with Business Intelligence teams to identify opportunities for growth and increased customer lifetime value.
• Drive customer loyalty initiatives and oversee the development and optimisation of loyalty programmes.
• Monitor CRM performance, analyse campaign results and provide actionable insights and recommendations to stakeholders.
• Work collaboratively with internal teams and external partners to deliver best-in-class customer experiences.
• Stay ahead of CRM trends, technologies and industry best practice, identifying opportunities to improve processes, customer experience and commercial performance.

Requirements

• 4+ years' experience in CRM, customer retention or loyalty marketing, ideally within an e-commerce or retail environment.
• Experience leading and developing teams, with strong people management and coaching skills.
• Commercially minded with a passion for customer insights, data and performance optimisation.
• Experience using enterprise CRM platforms such as Bloomreach or similar marketing automation tools.
• Strong understanding of customer segmentation, lifecycle marketing, automation and personalisation.
• Excellent communication, stakeholder management and presentation skills.
• Highly organised, analytical and able to manage multiple priorities in a fast-paced environment.
• Marketing degree or equivalent qualification preferred.
• Experience within fashion or retail is advantageous.

Benefits

• Highly competitive bonus scheme, company pension, share schemes, private medical cover and life assurance
• Access to an on-site gym and free weekly Pilates, yoga and fitness classes
• Discount across all brands
• Comprehensive wellbeing package
• Dog-friendly offices (in selected locations)
• Ongoing learning and development with strong internal progression
• On-site canteen serving breakfast, lunch, snacks and hot drinks
• Free season ticket loan