Responsibilities

• Build, enhance, and evolve the CRM function to deliver key business outcomes, including Customer Lifetime Value (CLTV), revenue per user, campaign engagement and conversion, loyalty subscriptions, and app downloads.
• Oversee the end-to-end execution of global CRM campaigns across email, SMS, WhatsApp, and push notifications to nurture customers, drive engagement, and increase sales.
• Develop and continuously optimise automated customer journeys to ensure communications are timely, relevant, and performance-driven.
• Represent CRM across departments and marketing channels to shape a unified, data-led customer experience.
• Lead and project-manage all CRM initiatives and channel integrations, ensuring alignment across marketing, insights, and technology teams.
• Partner with marketing, digital, ecommerce, and product stakeholders to deliver a cohesive, cross-departmental database growth strategy.
• Collaborate with creative teams to apply performance learnings briefing design on testing strategies and coordinating with partnerships teams to source relevant content for communications.
• Work closely with copywriters to share insights and drive A/B testing across tone, length, and topic, enhancing content performance and engagement.
• Own and manage the CRM planning calendar, including all A/B testing frameworks and schedules.
• Develop and execute a cross-channel, data-driven segmentation strategy to enhance targeting, personalisation, and customer engagement.

Requirements

• Proven experience in CRM management within a fast-paced consumer, retail, or digital-first environment.
• Demonstrated success driving commercial outcomes through CRM, including improvements in CLTV, engagement, conversion, and retention.
• Hands-on experience with CRM/ESP platforms (Bloomreach is essential).
• Strong understanding of customer journey automation, personalisation, and segmentation strategies.
• Solid understanding of A/B testing methodologies and campaign optimisation techniques.
• Experience collaborating across departments to integrate CRM into broader marketing and business strategies.
• Excellent communication and stakeholder management skills.
• Strong project management and organisational abilities, with the capability to manage multiple priorities and deadlines.
• Up-to-date knowledge of GDPR and marketing compliance best practices.

Benefits

• 50% discount on all Oh Polly, Bo+Tee products.
• An extra day off for your birthday
• Learning and development opportunities
• Company pension
• Company social events