Senior CRM Manager/CRM Lead

London, UK (Hybrid)

£80K/yr – £90K/yrSenior Level8+ years expFull time

Posted 1 day ago

Job Summary

Own the end-to-end CRM and retention program, from commercial planning and cohort analysis to lifecycle automation, loyalty, and personalisation, with a strong emphasis on commercial impact and multi-market delivery.

  • Own retention strategy and revenue forecast
  • Lead lifecycle, personalisation and measurement initiatives
  • Drive loyalty programs and multi-channel activation

Job Description

Responsibilities

  • Retention strategy and commercial plan — the existing-customer revenue target, forecast and investment case.
  • Customer value and measurement — propensity and lifetime-value models, proper cohort reporting and control groups, so we know what CRM actually caused.
  • Lifecycle and automation — rebuilding welcome, cross-sell, winback and post-purchase journeys, and activating SMS, WhatsApp and direct mail.
  • Loyalty and VIC — a premium loyalty and recognition programme that rewards profitable behaviour, plus concierge and clienteling for our top customers.
  • Personalisation — moving from broadcast to genuinely personal content across email, onsite and DM.
  • Team and stack — our CRM platforms and integrations, agency partners, and a growing retention team.
  • How we will measure success Commercial ownership, not open rates.
  • Existing-customer share of revenue, moving from 58% toward 65%
  • Repeat purchase rate, first-to-second conversion and time between orders
  • Lifetime value and net contribution per customer

Requirements

  • 8+ years in CRM, retention or lifecycle marketing, with recent senior ownership in fashion, premium retail or considered ecommerce.
  • Results you can point to: retention work you led, the revenue it moved, and how you proved it.
  • Deep hands-on platform expertise (Klaviyo and Shopify ideally) and real comfort with data and modelling.
  • Experience building or significantly developing a loyalty or VIP programme.
  • Strong brand and creative judgement alongside the analytics — you can tell when something is not premium enough to send.
  • Multi-market experience across UK, US and EU, and management or mentoring experience.

Benefits

  • Hybrid London working, generous product allowance and staff discount.
Saint + Sofia logo

Saint + Sofia

3.8 Glassdoor

Saint and Sofia is based in London, England creating fashion and accessories that are fair and sustainable. We believe in challenging the status quo; fusing the art of design with the science of production. We design all of our styles in our London studios and make them exclusively in Europe with family-owned factories that we control.Started in January 2020, we have dedicated operations and Fulfilment Centres in the USA, UK and Europe supporting over 500,000 customers. The Award Winning Saint and Sofia team previously worked at brands such as Louis Vuitton, Roland Mouret, Ted Baker and French Connection. Our founders, Malcolm and Dessi Bell, won the National Business Award For E-Commerce Strategy and were nominated for the Entrepreneur of the Year Award.Saint and Sofia has been featured in Stylist, Harpers Bazaar, Elle, The Times, Daily Mail, the Financial Times, How to Spend It Magazine. We have donated to the Natural History Museum in London, the Trees for Cities charity and are working to support the work of the V&A Museum and Central St. Martins design college. In 2020, we supported key workers and donated to Oxford University to support their vital research and development of the AstraZeneca COVID-19 vaccine.We design all of our collections in our studios on the Southbank in London, inspired by modern culture, art and music (the art). We've spent years building a smart supply chain using data science, machine learning and lean manufacturing principles (the science). This way, we're able to offer better value and fairer prices to our customers because our costs are lower.We have dedicated sampling studios and offices in Europe that oversees the production of all of our styles. For instance, our scarves, trainers and boots are all made with the finest materials in Italy with artisan craftsmen who make a few at a time. Our tailors and seamstresses use modern technology or work by hand to finish every style with care.

Founded in 2020
London, England, GBR
34 employees (16 in marketing)
1% recommend to a friend

Salaries

Posted range

£80K/yr – £90K/yr

Taken straight from the job posting.

See all Saint + Sofia salaries

Marketing Team

Marketing Team Size
9 (26% of company)
Marketing Roles Posted (Last 30 Days)
1

Traffic Signals

Monthly Visitors
479.7M
Monthly Google Ads Budget
$350
Traffic Source Mix
Search
4.6%
Direct
54.3%
Referral
9.9%
Social
27.9%
Paid
1.2%

Headcount Trend

Current headcount: ~34
Saint + Sofia logo

Senior CRM Manager/CRM Lead

Saint + Sofia · London, UK · Hybrid