Senior CRM Manager at Holland & Barrett | Nuneaton, Coventry, UK

Holland & Barrett

Senior CRM Manager

Nuneaton, Coventry, UK (Hybrid)

Salary Not AvailableSenior LevelFull time

Posted 2 months ago

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Job Summary

Own the CRM strategy to drive revenue, retention and customer lifetime value, with weekly trading oversight and cross-functional partnership to deliver personalized journeys across email, push, in-app, and web experiences.

CRM leadership: shape strategy and governance to balance quick wins and longer-term automation.
Execution & personalisation: lead channel campaigns and journeys using segmentation, CDP data, and AI-powered personalisation.
Cross-functional collaboration: partner with Loyalty, Trading, Analytics, Tech, and Digital teams to unlock growth.

Job Description

Responsibilities

Define and lead the CRM strategy to drive revenue, retention and customer lifetime value
Own weekly CRM trading performance, identifying opportunities to increase engagement, conversion and frequency
Lead best-in-class CRM execution across email, push notifications, in-app messaging and personalised web experiences
Use customer insight and segmentation to deliver more relevant, personalised customer journeys
Partner closely with Loyalty, Trading, Ecommerce, Analytics, Tech and Digital teams to unlock growth opportunities
Drive smarter use of CRM and marketing technology, including Braze, CDP capabilities, AI and personalisation tools
Balance fast-paced commercial delivery with longer-term CRM strategy and automation opportunities
Lead, coach and develop a high-performing CRM team, creating a culture of pace, accountability and continuous improvement

Requirements

Proven CRM leadership experience within a fast-paced retail or ecommerce environment
Proven experience owning and delivering against weekly CRM revenue targets within a fast-paced retail or ecommerce business
Experience building CRM plans that drive both commercial performance and customer engagement
Hands-on experience with Braze or similar CRM platforms, alongside customer data platforms (CDPs)
Strong understanding of segmentation, lifecycle marketing and personalised customer journeys
Experience working cross-functionally with analytics, digital, loyalty and trading teams
A data-led mindset with the ability to turn insight into action quickly
Experience managing and developing teams, with a collaborative and positive leadership style
Curiosity around emerging technologies, including the use of AI to improve decision-making and efficiency

Benefits

Annual Bonus of up to 10%
Health Cash Plan
Private Medical Healthcare
Life Assurance
Private Virtual GP
FREE at-home blood test kit
Holiday Purchase option
Pension Contribution
Access to ‘Wellhub' with gyms, studios and wellbeing apps
25% Colleague Discount with FREE Standard Delivery

Holland & Barrett

Holland & Barrett is a leading wellness retailer and one of the largest in Europe. We make health and wellness a way of life for everyone, with a leading range of own brand, innovative vitamins, supplements, specialist food, sports nutrition and ethical beauty brands. Established in 1870, Holland & Barrett has been trusted for wellness for over 150 years and has an omnichannel retail presence of more than 1000 stores across 18 countries worldwide, including over 800 in the UK and Ireland**Holland & Barrett’s colleagues are “qualified to advise” with in depth training in nutrition and supplements to give accessible personalised advice to customers on their individual needs. We’re passionate about helping every colleague thrive across all dimensions of wellbeing, and we’re committed to having a diverse and inclusive workplace. In line with our EPIC values (Expertise, Pioneering, Inclusive, Caring), we embrace and actively celebrate all our colleagues unique and varying experiences, backgrounds, identities and cultures - I am me, we are H&B. ** up to 30 September 2021

Nuneaton, England, GBR

4.7K employees (145 in marketing)

careers.hollandandbarrett.com