Senior CRM Manager at TFG Brands London | London, UK

TFG Brands London

Senior CRM Manager

London, UK (On-site)

Salary Not AvailableSenior LevelFull time

Posted 2 months ago

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Job Summary

Own CRM strategy across multiple brands with a 5-year roadmap focused on retention, frequency and value.

Lead multi-brand CRM with lifecycle-driven planning and cross-channel delivery.
Shape governance, KPIs and measurement with partners and insights to enable growth.
Drive data health and automation through budgets, tools, and stakeholder alignment.

Job Description

Responsibilities

Own CRM strategy across all brands with a multi-year roadmap focused on retention, frequency and customer value.
Set strategic direction, governance, and martech roadmap for BAU campaigns and automations.
Lead and develop the CRM team to deliver high-performance, accountable programs.
Collaborate to shape the 5-year customer strategy with KPIs and measurement frameworks.
Influence marketing direction and customer strategy as the senior CRM lead.
Own CRM budget, forecasting, optimization, and partner management.
Uncover growth opportunities from customer insights and emerging segments.
Oversee end-to-end CRM planning and delivery with a lifecycle-led, customer-centric approach.
Set standard for CRM measurement with automated reporting and target tracking.
Own database health, retention, and LTV growth; manage churn and engagement.

Requirements

Senior CRM leader with significant experience owning and scaling CRM strategy within a retail environment, fashion experience a strong advantage.
Proven experience leading, coaching, and developing high-performing CRM teams, embedding a culture of excellence and continuous improvement.
Proven track record of delivering step-change improvements in customer retention, frequency, and value through lifecycle-led CRM programs.
Extensive experience working with CDP/ESP/CRM platforms, Bloomreach experience a bonus.
Deep expertise in customer segmentation, lifecycle design, and personalisation at scale.
Highly strategic thinker with the ability to translate insight into clear plans, priorities, and commercial outcomes.
Strong commercial acumen, with the ability to balance brand, customer experience, and revenue objectives.
Data-driven and highly analytical, with hands-on experience using analytics tools (e.g. GA).
Confident senior stakeholder manager, able to influence, challenge, and align teams at all levels of the organisation.

Nice to have

Experience managing multi-brand CRM across fashion retail

Benefits

Employee Discount of up to 70%, as per the TFG Brands Discount Policy
Up to 28 days holiday entitlement per annum in addition to the usual public and bank holidays
Financial and Wellbeing assistance
Enhanced Maternity package
Virtual GP service – unlimited access 24/7
Plus much more!

TFG Brands London

TFG London is part of The Foschini Group Limited (TFG), a leading South African retail business. TFG entered the UK market in 2015 with the acquisition of Phase Eight and we have now added Whistles and Hobbs to our impressive portfolio of the most successful, premium womenswear brands in the UK. With the addition of Inside Story in 2023, contemporary homeware and gifting that inspires and excites.

Founded in 2015

London, England, GBR

347 employees (60 in marketing)

www.tfglondon.com