CRM Manager

CRM Manager | Central London | 4 days a week in office

Exciting CRM Manager opportunity to join a premium apparel brand and take ownership of customer retention, loyalty, and lifecycle marketing across a global customer base.

This role sits at the heart of the customer journey, developing data-driven CRM strategies that strengthen customer relationships, increase repeat purchasing, and maximise lifetime value. Working closely with Digital, Ecommerce, Brand, Retail, and Customer Experience teams, you will create highly personalised customer experiences that drive both engagement and commercial performance.

This is an ideal opportunity for someone who combines strong analytical capabilities with creative customer storytelling and a passion for building meaningful long-term customer relationships.

• Own and execute the global CRM and customer retention strategy.
• Develop and optimise customer lifecycle journeys across acquisition, onboarding, retention, and re-engagement.
• Manage the email marketing calendar, supporting product launches, campaigns, and key commercial trading periods.
• Deliver personalised communications that improve engagement and customer loyalty.

• Drive initiatives focused on increasing repeat purchase behaviour and customer lifetime value.
• Develop customer segmentation strategies based on behavioural and transactional data.
• Identify high-value customer groups and support personalised engagement programmes.
• Build strategies that strengthen long-term customer relationships and brand affinity.

• Analyse customer behaviour, campaign performance, and purchasing trends to identify growth opportunities.
• Deliver regular reporting and actionable insights to key stakeholders.
• Lead testing and optimisation programmes across customer journeys, messaging, and segmentation.

• Work closely with Digital, Ecommerce, Brand, Retail, and Customer Experience teams to ensure a consistent customer experience across all touchpoints.
• Support seamless customer journeys from acquisition through to retention and advocacy.
• Contribute customer insights that influence wider business and commercial decisions.
• Ensure CRM activity aligns with overall brand positioning and customer experience objectives.

• 4+ years of proven experience within CRM, lifecycle marketing, customer retention, or loyalty marketing. Within the premium or luxury lifestyle sector.
• Strong understanding of customer segmentation, automation, and personalised marketing strategies.
• Hands‑on experience with CRM platforms such as Klaviyo, Salesforce Marketing Cloud, Hub Spot, Braze, or similar.
• Excellent analytical skills with the ability to interpret customer data and translate insights into action.
• Experience managing email marketing programmes, customer journeys, and automated campaigns.
• Strong commercial awareness with a focus on customer lifetime value, retention, and revenue growth.
• Excellent communication and stakeholder management skills.
• Ability to work collaboratively across multiple departments within a fast‑paced environment.