CRM Manager

Our client is a leading online retailer specialising in toys and games, offering an exciting range of products for children and families across the UK. As they continue to grow, they are looking for a CRM Manager to take their customer engagement and retention strategies to the next level.

Role OverviewAs CRM Manager, you will be responsible for developing and executing our customer relationship management strategy. You will use data-driven insights to enhance customer engagement, retention, and lifetime value through email, SMS, and loyalty programmes. This role is ideal for someone with a passion for eCommerce, a deep understanding of customer behaviour, and experience managing CRM platforms and automation.

Key Responsibilities

• CRM Strategy & Execution: Develop and implement a CRM strategy to drive customer retention, engagement, and revenue growth.
• Customer Segmentation: Use data insights to segment customers effectively and personalise communication across multiple touchpoints.
• Email & SMS Marketing: Plan, execute, and optimise email and SMS campaigns, including automated workflows and triggered messaging.
• Loyalty & Retention: Enhance our loyalty programme to increase repeat purchases and customer lifetime value.
• A/B Testing & Optimisation: Continuously test subject lines, content, and offers to improve open rates, conversion rates, and overall engagement.
• Data & Insights: Analyse customer data, campaign performance, and retention trends, providing insights and recommendations.
• Collaboration: Work closely with the Marketing, Buying, and Customer Service teams to align CRM activities with wider business goals.
• Compliance & Best Practices: Ensure all CRM activities adhere to GDPR and other relevant regulations.

Requirements

• Proven experience in a CRM, email marketing, or customer retention role, ideally within eCommerce or retail.
• Hands-on experience with CRM platforms (e.g., Klaviyo, Salesforce, HubSpot, or similar).
• Strong understanding of customer segmentation, automation, and personalisation.
• Data-driven mindset with experience using analytics tools (e.g., Google Analytics, Looker Power BI).
• Experience in A/B testing and campaign optimisation.
• Knowledge of GDPR and email/SMS marketing regulations.
• Excellent communication and project management skills.
• Passion for toys, games, and the eCommerce industry is a plus!

What They Offer

• Competitive salary
• Opportunity to work in a fun and fast-paced eCommerce environment