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.