CRM Manager at The Fold London | London, UK

The Fold London

CRM Manager

London, UK (Hybrid)

Salary Not AvailableManagerFull time

Posted 1 month ago

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Job Summary

Own the end-to-end CRM engine for multi-channel consumer engagement, with a clear ownership of journey design, audience segmentation, and data storytelling across international markets.

CRM strategy & Journey Architecture: craft scalable, personalized customer journeys with event triggers and dynamic content.
Audience & Data Core: build high-granularity segments and lifecycle cohorts tied to historical and real-time signals to drive loyalty and repeat purchase.
Cross-functional delivery: partner with brand and ecommerce to optimize tech delivery, ensure brand alignment, and translate CRM data into trade and management insights.

Job Description

Responsibilities

Consumer Growth and Profitability
Own consumer reporting as part of weekly/monthly trade planning and performance reviews
Develop the continuous roadmap for improvement and expansion with our key CRM partners
Deliver true brand loyalty through best in class consumer interaction
Drive continuous improvement across retention rate, frequency and engagement
Technical Responsibilities
CRM Journey Architecture: Lead the design, configuration, and scaling of multi-step customer journeys within Ometria, utilising personalisation logic, event triggers, and advanced liquid syntax for dynamic content rendering.
Audience Segmentation & Customer 360: Define, build, and maintain high-granularity customer segments and lifecycle cohorts based on historical purchase data, RFM matrices, and real-time behavioral data syncs.
Brand & Creative Integration: Serve as the technical partner to the brand and creative functions; own the briefing workflow to ensure all dynamic templates and channel-specific digital assets are optimized for technical delivery while strictly adhering to brand standards.
Loyalty Program Management: Develop and optimise the technical mechanics, automation flows, and customer communication paths for database reward initiatives and engagement programs.

Requirements

Technical CRM Expertise: Minimum 3 years' hands-on experience in email/SMS marketing within an ESP or CDP-driven environment (client or tech-side)
ESP & CDP Knowledge: Deep understanding of leading ESPs (e.g., Braze, Salesforce Marketing Cloud, Ometria) and customer data platforms (CDPs) for audience segmentation and orchestration
Campaign Execution: Proven experience in briefing and/or directly building campaigns, including experience with modular email design, dynamic content, and personalization logic.
Segmentation & Personalisation: Strong grasp of customer segmentation principles and their application in automated CRM workflows
Analytics & Optimization: Experience using analytics tools (e.g., Google Analytics, Adobe Analytics, Looker) to evaluate campaign performance and inform future strategies
Stakeholder & Agency Management: Ability to manage cross-functional teams, aligning marketing, creative, and insights teams with CRM objectives
Test & Learn Mindset: Comfortable setting up and interpreting A/B tests, incrementality tests, and other experimentation frameworks to optimize CRM performance
Global Experience: Experience managing CRM strategies across multiple international markets

Preferred

Benefits

33 days holiday (25 days + bank holidays) + option to buy more!
Pension scheme
Salary sacrifice options (pension & childcare)
Financial wellbeing platform to support your goals
£1,250 annual The Fold gift voucher
Bike to work scheme to save on bikes & equipment
Employee Assistance Programme (confidential wellbeing support when you need it)
Eye care support
Enhanced maternity pay
Friends & family discount – enjoy 50% off full retail price

The Fold London

The Fold is a contemporary label with International reach that embraces and inspires the modern, professional woman.Our collection defines 24/7 dressing through versatile pieces that are designed to create a clean, modern aesthetic. A selection that is unique, specially created for The Fold Woman. The Fold designs are committed to exemplify the highest standards of quality and our fabrics are sourced from the finest European mills to make our clients feel truly indulged in fabulous crepes, silks, wools and jerseys. In honour of our inspiring clients we have created The Fold Woman, online and offline community, profiling our extraordinary clients to empower the image of women working in the business world. We host regular networking events mainly in our Chelsea store bringing together the highest achieving women in business.Today we are a two-fold manifestation of that vision: a community of like-minded, successful women, and an empowering, high quality, elegant collection.Polly McMaster is the Co-Founder behind The Fold. A successful business woman and former City professional, whose love of fashion was the inspiration to create a chic new brand for women:"The Fold is about understanding the professional woman's needs in her daily life and trying to create a stylish, contemporary wardrobe for them. To this end, we are building a brand in our own right based on our label and designs".Our ambition is to the be the global go-to brand for the modern businesswoman. We believe that our customers should feel confident and stylish dressing for work every day.

Founded in 2011

London, England, GBR

80 employees (44 in marketing)

www.thefoldlondon.com