Senior CRM & Loyalty Manager

Senior CRM & Loyalty Manager

London or Livingston (Hybrid, 2 days per week in office) | Up to £75,000
This is an excellent opportunity for an experienced CRM and Loyalty professional to take ownership of a well-established loyalty programme within a customer-focused retail business. You'll play a key role in shaping CRM strategy, driving customer engagement, and leading initiatives that enhance personalisation, retention, and commercial performance across multiple channels.

They are a well-established consumer retail organisation with a strong omnichannel presence and a significant customer base. The business continues to invest in CRM, digital capability, and customer experience to support future growth. Collaboration sits at the heart of their culture, with close partnerships across marketing, technology, analytics, and ecommerce teams. This role offers the opportunity to influence strategic decisions while leading a high-performing CRM function.

You will take ownership of the CRM and loyalty roadmap, driving customer engagement and delivering measurable commercial impact.

Key responsibilities include:

• Leading the evolution and optimisation of the company s loyalty programme.
• Defining CRM and customer retention strategy alongside senior leadership.
• Managing customer lifecycle programmes and automated customer journeys.
• Delivering multi-channel CRM campaigns across email, mobile, web, and retail touchpoints.
• Driving personalisation, customer engagement, and retention initiatives.
• Managing CRM technology and transformation projects from requirements gathering through to delivery.
• Working closely with analytics and technology teams to enhance platform capabilities and customer insight.
• Delivering reporting, forecasting, and performance analysis to support strategic decision-making.
• Presenting recommendations and commercial insights to senior stakeholders.
• Leading, mentoring, and developing a small CRM team.

• Strong commercial experience within CRM, customer lifecycle marketing, or loyalty.
• Experience working in a retail or ecommerce environment.
• Proven ownership of customer loyalty programmes and retention strategies.
• Strong knowledge of CRM campaign management and marketing automation.
• Experience with Salesforce, ideally including Marketing Cloud and loyalty-related functionality.
• Ability to work closely with technology teams on CRM implementations, enhancements, and projects.
• Strong analytical skills with the ability to translate data into actionable recommendations.
• Excellent stakeholder management and communication skills.
• Experience leading or mentoring team members.
• Comfortable presenting insights and recommendations to senior audiences.

• Salary up to £75,000.
• Hybrid working with 2 days per week in the office.
• Competitive employee discount scheme.
• Generous holiday allowance, including additional wellbeing days.
• Pension scheme and wellbeing support programmes.
• Access to healthcare and employee assistance benefits.
• Ongoing training and career development opportunities.
• The opportunity to shape CRM strategy and influence wider business transformation initiatives.