CRM & Client Communications Manager

Duties:
Implement Client Communication Journeys:

Translate approved client-journey strategies into practical CRM communication plans. Build and manage communication journeys for key stages, including:

• New enquiries
• Appointment bookings
• Engagement-ring consideration
• Product or collection interest
• Purchase and delivery
• Post-purchase care
• Purchase anniversaries
• Service and valuation reminders
• Previous-client re-engagement
• Events and private-client invitations

Ensure communications are relevant to the client’s interests, purchase history and stage in the relationship.

Identify where automated communication should be supported by personal contact from a Sales Advisor or Client Care team member. Monitor client journeys and recommend improvements based on engagement and feedback.

Manage the day-to-day operation of Active Campaign. Build, test, activate and monitor CRM campaigns and automations. Set up and maintain:

• Contact fields
• Tags
• Lists
• Segments
• Automation triggers
• Wait periods
• Conditional branches
• Goals and exit conditions
• Internal alerts and advisor tasks

Ensure that automations work correctly before they are made live. Regularly review existing automations and update, pause or retire outdated communication. Maintain clear naming conventions and documentation so that the CRM remains organised and understandable. Liaise with Active Campaign support or external technical partners when specialist assistance is required.

Build and distribute approved email campaigns and newsletters. Work with the Marketing team to prepare the correct copy, imagery, links and calls to action. Ensure every communication is:

• Accurate
• Properly segmented
• Correctly branded
• Mobile responsive
• Thoroughly tested
• Sent to the appropriate audience

Manage campaign scheduling and the client communication calendar. Prevent clients from receiving duplicated, conflicting or excessive communications. Use personalisation and conditional content where appropriate. Conduct testing to improve subject lines, timing, content and calls to action. Maintain standards of discretion, relevance and personal service in all automated communication.

Maintain accurate and well-organised client records within Active Campaign. Create and manage useful audience segments based on information such as:

• Client or prospect status
• Country and location
• Product and collection interest
• Purchase history
• First-time or repeat purchase
• Preferred store
• Assigned Sales Advisor
• Important dates and occasions
• Engagement with previous communications

Assist with importing, cleaning and deduplicating client data. Identify missing or inconsistent information and work with the relevant teams to correct it. Ensure new enquiries, appointments and purchasers enter the correct CRM journeys. Maintain accurate subscription, opt-out and communication-permission records. Apply POPIA and relevant data-privacy principles to client communication and database management.

Configure internal notifications and tasks when personal follow-up is required. Notify the appropriate Sales Advisor or Client Care team member of:

• Qualified enquiries
• Appointment requests
• High-value client activity
• Negative feedback
• Service concerns
• Reactivation responses
• Other agreed client signals

Provide advisors with the relevant information and context required for follow-up. Monitor whether important follow-up actions have been completed. Escalate unattended or time-sensitive client responses to the appropriate manager. Ensure clients with unresolved service concerns do not receive inappropriate promotional communication.

Monitor and report on CRM and campaign performance. Track relevant…