CRM & Customer Manager

Location: Whyteleafe

CRM & Customer Manager Based at our Head Office in Whyteleafe, Surrey (CR3 0GG
), just outside of Croydon. Hybrid working, 2 days at head office and 3 days working from home, plus flexi core hours. Our benefits are worth getting excited about… 50% staff discount, colleague social events and a paid day off for your Birthday, to name a few! We're looking for a customer-obsessed CRM & Customer Manager to lead the way we connect with, understand and engage our customers.

From shaping our CRM strategy to uncovering insights that drive personalisation, loyalty and retention, you'll play a key role in ensuring every customer interaction feels relevant, valuable and uniquely Ann Summers. This is an exciting opportunity to join a market-leading high street brand and help shape the future of our customer experience. You'll influence decisions across the business, lead our talented CRM team, and create personalised experiences that keep our customers engaged, loyal and coming back for more The role Reporting to the Customer & Marketing Lead, you'll provide strong leadership to the CRM team, creating clear direction, setting priorities and supporting your team to grow and perform at their best.

You'll be a confident partner to senior stakeholders across the business, championing the voice of the customer and using data and insight to influence decisions, challenge thinking and identify opportunities for growth. Delivering CRM initiatives and campaigns that bring the Ann Summers brand to life while driving measurable commercial results. Lead, coach and develop the CRM team, setting clear priorities and driving performance.

Build strong relationships with senior stakeholders, using customer insight to influence strategy and decision-making. Overseeing the performance and optimisation of CRM platforms, including Dotdigital and associated reporting tools. Producing regular customer insight and performance reporting, turning data into clear recommendations for the business. Leading the CRM and customer strategy, identifying opportunities to improve engagement, retention and customer value. Developing customer segmentation and audience strategies using behavioural, lifecycle and RFM analysis.

Managing and growing our contactable customer database, ensuring data quality, compliance and effectiveness. Mapping and optimising customer journeys to improve personalisation, conversion and customer experience. Acting as the key contact for CRM systems, customer data feeds and third-party suppliers. Collaborating with teams across Marketing, Ecommerce, Trading, Buying, Design and Retail to deliver customer-led strategies. Managing and developing the CRM team, setting priorities and supporting growth and performance.

Championing the Ann Summers values, acting as a role model in everything you do. What we're looking for Proven CRM, customer marketing or customer insight experience, ideally within retail or ecommerce. Commercially minded, with a track record of driving customer loyalty and growth. A natural communicator, skilled at building relationships, influencing stakeholders and presenting insights. Experience leading, coaching and developing teams to deliver their best work.

Data-driven with strong analytical and segmentation skills. Experienced in CRM platforms, lifecycle marketing and customer journeys. Curious, proactive and passionate about delivering great customer experiences. An affinity with our brand, products and values. At Ann Summers, we are proud to continue embracing inclusion, diversity, and equity in our everyday practices, supporting our people to be themselves. We are committed to building teams with a variety of backgrounds, skills, and views.

What do we bring to the party? Being part…