CRM Manager

Key Responsibilities

• Own the CRM communications calendar across email, SMS, push, and direct marketing channels.
• Deliver personalised, data-driven campaigns that drive engagement, conversion, and customer lifetime value.
• Lead testing and optimisation programmes, including A/B and control group testing.
• Analyse campaign performance and provide actionable insights to stakeholders.
• Collaborate with Marketing, Data, Personalisation, Content, and Technology teams.
• Manage and develop a team of CRM professionals.
• Ensure CRM best practice, GDPR compliance, and operational excellence.

Experience Required

• Proven CRM management experience within retail, e-commerce, or consumer-focused organisations.
• Strong understanding of customer segmentation, lifecycle marketing, and campaign delivery.
• Experience with marketing automation and CRM platforms (Emarsys, SAP, Salesforce Marketing Cloud, Adobe Campaign, or similar).
• Strong analytical, stakeholder management, and team leadership skills.
• Ability to thrive in a fast-paced, data-driven environment.

Success Measures

• Delivery of CRM campaigns on time and to a high standard.
• Achievement of engagement, conversion, and revenue targets.
• Continuous optimisation through testing, insight generation, and customer-centric communications.