Responsibilities

• Support the Head of Customer Loyalty in delivering the UK CRM & loyalty strategy, ensuring effective execution across email, SMS, lifecycle and loyalty communications.
• Oversee and QA the delivery of CRM activity, including weekly newsletters, seasonal campaigns, product launches, promotional activity and loyalty campaigns.
• Manage and develop the CRM Executive and Senior CRM Executive, ensuring clear prioritisation, high-quality execution and strong operational delivery.
• Own the more technical aspects of campaign build and execution within Bloomreach, ensuring robust segmentation and personalisation, alongside rigorous QA across all communications.
• Act as a key point of contact with Bloomreach to explore and unlock advanced platform capabilities, driving continuous improvement in how we use the tool to enhance targeting, automation and overall CRM performance.
• Support the delivery and optimisation of customer lifecycle journeys (including onboarding, engagement, retention, win-back and loyalty), ensuring journeys are continuously improved based on performance insights.
• Build and maintain segmentation models using behavioural, transactional and engagement data to improve targeting and campaign relevance.
• Take ownership of CRM database management, including data quality, consent, hygiene and reporting accuracy.
• Deliver CRM reporting and performance analysis across key KPIs, providing clear and actionable insights.
• Identify opportunities within customer data to improve targeting, segmentation and personalisation, proactively highlighting gaps or blockers.

Requirements

• Have significant experience in CRM, email and SMS marketing within a fast-paced retail or consumer brand environment.
• Be highly experienced in CRM platforms (ideally Bloomreach or similar), with hands-on capability in building journeys, segmentation and automation.
• Be highly data-driven with strong analytical capability and a deep understanding of customer behaviour, lifecycle marketing and performance optimisation.
• Be confident working with complex datasets, building segmentation models, and translating data into actionable CRM strategies.
• Have strong technical CRM capability, with experience working with customer data structures, segmentation logic and reporting frameworks.
• Have proven experience line managing team member/s, with the ability to provide clear direction, prioritisation, coaching and performance support to develop high-performing CRM execution teams.
• Be highly proficient in Excel or Google Sheets, with strong ability to manipulate, interpret and present data clearly.
• Have strong experience in CRM reporting and analytics, with the ability to build dashboards, identify trends and present insights to senior stakeholders.
• Be highly proactive in identifying data opportunities, gaps and blockers, and comfortable exploring new ways to improve CRM effectiveness through better use of data.
• Be confident in testing and optimisation, with experience designing and analysing A/B tests to continuously improve performance.

Benefits

• Wellbeing: 25 days holiday + bank holidays, Flexible & Hybrid working, Private Medical Insurance, Mental Health support.
• Rewards: 75% Discount + Annual Product Allowance, Annual Performance Bonus, Long Service Awards.
• Growth: Up-skilling support, regular Lunch & Learns, Flexible Career opportunities.
• Impact: 2 Volunteering days per year, Matched Charitable Giving Scheme.