Senior CRM Manager

LOCATION - LONDON | HYBRID WORKINGSALARY - FROM £70,000 +BONUSNB - NO SPONSORSHIP PROVIDED

This is a well-established retail business dedicated to helping customers create homes they love. With a strong focus on customer engagement, data-driven marketing, and loyalty programmes, the company is investing in CRM to drive business growth and customer lifetime value.

As a Senior CRM Manager, you will take ownership of the company's CRM strategy, leading a team to develop and execute targeted campaigns that increase customer engagement, retention, and revenue. This role requires strong leadership skills, a deep understanding of CRM and loyalty programmes, and the ability to work cross-functionally with commercial, marketing, tech, and analytics teams.

• Lead and manage the CRM team, defining strategies that drive customer engagement, sales, and long-term loyalty.
• Build and own the cross-channel CRM strategy, ensuring alignment with business objectives.
• Set and track CRM performance targets, optimising campaigns to maximise incremental sales and customer retention.
• Collaborate with key stakeholders to align CRM initiatives with broader commercial and marketing strategies.
• Develop data-driven CRM programmes, leveraging insights to enhance personalisation and customer experience.
• Play a key role in the loyalty programme relaunch, ensuring CRM is integrated into the customer journey.
• Champion CRM best practices across the organisation, influencing senior leaders and demonstrating commercial impact.
• Oversee budget management for CRM, ensuring effective investment and reporting on performance.

• Proven experience leading a CRM team, ideally within retail or a B2C environment.
• Expertise in CRM strategies, processes, and automation tools (experience with Braze is a plus).
• Strong knowledge of personalisation within CRM, with experience delivering targeted, data-driven campaigns.
• Background in loyalty programmes, understanding how CRM and loyalty work together to drive business value.
• A data-centric mindset, with the ability to interpret analytics and optimise CRM performance.
• Experience driving strategic transformation and change within CRM, marketing, or digital teams.
• Strong stakeholder management skills, with the ability to influence peers and senior leaders.
• A passion for team development, with a track record of leading and growing high-performing teams.

To express your interest, send your CV to Valentine by clicking the apply button below.