Group Senior CRM Manager –FTC

Apply now Job no: 563094
Work type: Full time
Site: Redditch
Categories: Marketing
Location: Worcestershire
Salary: £60,000- £65,000 + Car allowance
Business Area: Halfords Support Centre

At Halfords, our mission is to inspire and support a lifetime of motoring and cycling. As a specialist retailer, we lead the market through customer-driven innovation and a distinct product range. We are dedicated to providing our customers with an integrated, unique, and convenient service experience—from e-bike and electric vehicle servicing to on-demand solutions. Our commitment is to foster customer loyalty by offering compelling reasons to keep coming back to our stores and garages, ensuring a lifetime of motoring and cycling enjoyment.

The teams at our Redditch Support Centre work with every other area of our business, putting them at the heart of the action and playing a key role in our success and growth. Everyone brings their individual knowledge and experience to work every day, working as one team to keep things moving smoothly.

If you’re willing to get stuck in, you’ll love it here too. So put yourself at the heart of a dynamic, fast-paced working environment where expertise and focus take people far.

We have a fantastic opportunity within the Group CRM team, for a Senior CRM Manager (12 FTC Maternity Cover), to manage all the CRM activity supporting the marketing plan, including key strategic messages, promotions, seasonal events, and new ranges for our Halfords Motoring Club members and non-members.

Working closely with the wider CRM team, Digital, Loyalty, Category Trading and the Marketing Teams you will manage a first-class CRM programme which communicates key messages to the right audience at the right time using the most relevant channel.

• Own and deliver the CRM communication strategy and calendar for Halfords Motoring Club members and non-members, balancing promotional intensity with long-term customer value, fatigue and frequency.
• Drive incremental revenue and margin through targeted, customer-led CRM promotions with clear ROI accountability, supported by disciplined budget management and efficiency optimisation.
• Lead segmentation, targeting and personalisation strategy across customer need, lifecycle and channel preference, identifying opportunities to activate across the CRM programme and in social and PPC.
• Oversee multi-channel CRM execution across email, SMS and direct mail, ensuring consistent, compliant and high-impact delivery, including approval of all BAU communications.
• Establish and embed a test-and-learn framework to continuously optimise offer depth, timing, messaging, creative and channel mix, informed by competitor and best-in-class reviews.
• Own CRM BAU performance reporting and insight, translating data into clear, commercially actionable recommendations for senior stakeholders and cross-functional teams.
• Act as the primary CRM partner to Trading, Merchandising, Ecommerce and Retail/Garages, supporting wider CRM initiatives as required.
• Lead, develop and govern the CRM BAU function, managing a team of 6 and external partners, owning creative strategy, ensuring accessibility, compliance, best practice and CRM system expertise.

• Proven experience in a similar CRM role, ideally within retail or services, with a track record of delivering customer-led marketing programmes.
• Strong hands-on expertise with Email Service Providers, such as Marigold (Cheetah Digital) and Salesforce Marketing Cloud, including audience selection and campaign execution.
• Broad multi-channel CRM experience, spanning email automation, SMS, direct mail, web personalisation and wider digital marketing.
• Highly analytical and data-driven, with excellent numeracy, high attention to detail and confidence defining, selecting and validating customer audiences.
• Passionate about the customer, constantly curious and focused on delivering the right message, at the right time, with the right content.
• Confident communicator with strong copywriting skills, able to influence stakeholders and collaborate effectively across teams and seniority levels.
• Highly organised and adaptable,…