CRM & Loyalty Manager

About the business

Our client is a fast-growing, London-based fashion retail brand with a strong presence both in-store and online. Known for combining style with genuine attention to fit and customer care, they've built a loyal following by putting quality and service at the heart of everything they do. It's an inclusive, values-led brand with big ambitions for growth - both in the UK and internationally.

The role

We're looking for a CRM and Loyalty Manager to join a dynamic team and help drive customer lifetime value and retention across digital and store channels. This is a hands-on leadership role, owning CRM and loyalty strategy end to end - email, SMS, digital media, in-store comms and the loyalty scheme - with real scope to shape the future of the proposition.

What you'll be doing

• Develop and evolve the CRM strategy to maximise customer lifetime value and loyalty
• Lead the ongoing development of the loyalty scheme across digital and store channels
• Own the CRM budget in full
• Manage the relationship with the CRM platform provider and maximise its capabilities
• Own multi-channel lifecycle journeys - retention, growth and reactivation
• Train and develop a CRM Executive to deliver best-in-class customer communications
• Improve automation of lifecycle comms, working with agency and digital partners
• Use reporting and insight to test, trial and forecast - measuring impact on CLV
• Work with the wider Marketing team to develop store communications and drive data capture
• Build community and engagement through loyalty and customer channels
• Track market trends and propose new initiatives, technology and platforms
• Maintain strong database health across email and SMS for high deliverability

What we're looking for

• Results-focused, with strong business acumen and high standards
• Strong interpersonal skills - comfortable working with internal stakeholders and external partners
• Entrepreneurial mindset with a balanced approach to risk
• Resilient, adaptable, and thrives in a fast-paced environment
• Proven track record improving customer lifetime value and email marketing performance
• CRM/loyalty experience within a consumer brand, ideally fashion
• Strong knowledge of CRM platforms and email marketing
• Excellent CRM data analytics skills
• Highly organised with strong attention to detail
• Creative eye with a flair for design
• Excellent copywriting skills and high accuracy
• International experience a bonus

What's on offer

• Competitive salary
• Fun, collaborative working environment
• Generous holiday allowance, plus an additional wellbeing day
• Regular social events
• Enhanced pension scheme after qualifying service
• Staff discounts across a wider retail group