CRM & Loyalty Manager - D2C

We’re partnering with a growing D2C brand at a pivotal stage of its development. With a strong digital presence and loyal customer base, the business is investing further into CRM capability and is looking for an experienced, data-driven CRM Manager to join the team.

Reporting to the Head of CRM and managing a CRM Executive, you will play a key role in driving engagement, retention and customer lifetime value across owned channels including email, SMS, web push and direct mail.

• Implement and optimise the CRM strategy across the full customer lifecycle, driving engagement and loyalty
• Plan, manage and deliver data‑led campaigns across email, SMS and other owned channels
• Develop and refine customer segmentation to deliver personalised, targeted communications
• Analyse campaign and customer performance data to identify insights and opportunities for optimisation
• Support the development and ongoing optimisation of the loyalty programme
• Manage CRM platforms and tools to build automated journeys and sophisticated lifecycle campaigns
• Work closely with marketing, e‑commerce and product teams to align CRM with broader commercial objectives
• Manage and develop a CRM Executive, providing guidance and support

• Proven experience operating at CRM Manager level within a D2C retail or e‑commerce environment
• Strong hands‑on experience with ESPs, Bloomreach preferred!
• Demonstrable expertise in segmentation, lifecycle marketing and loyalty strategies
• Highly analytical with strong reporting capability and a commercial mindset
• Confident working cross‑functionally in a fast‑paced, growth‑focused business
• Previous experience managing or mentoring team members