CRM Manager

Contract: Permanent

Location: Flexible hybrid working style with three days in the London office

The role

Reporting to the CRM & Loyalty Manager, this role is responsible for supporting the delivery of Pandora's customer engagement strategy across the UK & Ireland. Through use of customer insight, segmentation and personalisation, the CRM Specialist will drive performance across Email and SMS channels to maximise customer lifetime value, engagement and retention. The successful candidate will identify growth opportunities, translating data into actionable recommendations, and continuously enhancing channel performance through testing and optimisation. They will work cross-functionally to deliver relevant, customer-centric communications to ensure CRM channels successfully contribute to wider commercial and brand objectives.

About Pandora

Pandora is the world's largest jewellery brand, specialising in the design, crafting and marketing of accessible luxury jewellery made from high-quality materials. Each piece is created to inspire self-expression, allowing people to share their stories and passions through meaningful jewellery. Pandora jewellery is sold in more than 100 countries through 7,000 points of sale, including more than 2,800 concept stores.

Headquartered in Copenhagen, Denmark, Pandora employs around 39,000 people worldwide and crafts its jewellery with 100% recycled silver and gold. Pandora is committed to leadership in sustainability and has set out to halve greenhouse gas emissions across its value chain by 2030. Pandora is listed on the Nasdaq Copenhagen stock exchange and generated revenue of DKK 32.5 billion (EUR 4.4 billion) in 2025.

Our people

Our global team of over 33,000 passionate individuals helped Pandora achieve record earnings in 2023, driven by a new long-term growth strategy. This rapid progress has fostered an ambitious and empowering culture.

As we grow, we continue to invest in our talent. We're seeking people who share our values and can help us realise our ambitions.

What to expect from the role

Strategy & Planning

• Deliver the CRM strategy across Email & SMS for the UK and Ireland driving key business priorities including LFL growth, brand elevation, and our loyalty programme.

• Drive CRM’s contribution to omnichannel performance, planning initiatives that drive both footfall and online engagement.

• Own all channel reporting delivering actionable insights and recommendations to improve performance and inform future campaign planning.

• Ensure Email and SMS campaigns are planned in alignment with Trading & Marketing calendars, subject to approval by the CRM & Loyalty Manager, to achieve commercial targets.

• Provide first stage approval of newsletter campaigns, providing feedback to the CRM Coordinator to ensure all campaigns adhere to best practice & test learnings.

Performance Optimisation

• Lead the channel optimisation roadmap, identifying opportunities across segmentation, personalisation, dynamic content, automation and testing.

• Identify opportunities to increase customer acquisition, retention and reactivation through targeted CRM initiatives across Email and SMS.

• Analyse customer behaviour, engagement, and churn trends to develop segmentation strategies that deliver more targeted and personalised communications.

Cross-channel collaboration

• Be the point of contact for Global Consumer Engagement team; collaborate on test roadmap to optimise triggered and automated lifecycle campaigns.

• Partner with CDP team to deliver AI-driven optimisation initiatives and automation enhancements.

• Work closely with Marketing and E-commerce teams to ensure CRM activity supports broader commercial and brand objectives throughout the customer journey.

• Build strong cross-functional relationships across E-commerce, Retail, Marketing, Merchandising and Global teams to ensure a coordinated customer experience.

The successful candidate

• Significant demonstrable experience in a CRM or Email Marketing role with hands-on experience with a CDP/ESP

• Proven track record of driving commercial growth and customer engagement through Email & SMS channels

• Have excellent communication skills, both written and verbal; confident presenting performance, insights and recommendations to stakeholders at varying levels across the business, including senior leaders

• Highly analytical, with the ability to translate data into actionable insights.

• Strong eye for creative execution, layout and visual presentation, with the ability to balance commercial performance with brand elevation.

• Experience managing multiple projects and priorities in a fast-paced retail or B2C environment.

• Commercially minded, proactive, and motivated by continuous improvement, with a genuine passion for CRM and customer engagement.

• Experience developing segmentation and personalisation strategies.

• Understanding of how AI, predictive capabilities and marketing automation can be leveraged to enhance customer engagement and channel performance.

• Basic understanding of relevant legal requirements such as GDPR and E-Privacy laws

Ideal candidates will have

• Hands-on experience with Bloomreach

• Experience using Power BI & Adobe Analytics

• Strong understanding of the full marketing mix and the role CRM plays within an omnichannel customer journey

Craft Your Future with Pandora: A Career Built Around You

At Pandora, your career is a journey of growth, development, and limitless potential. We believe in empowering you to shape your own path and craft your own incredible.

What We Offer

Our focus is on offering you a career that’s as unique as you are. We provide the tools, opportunities, and support you need to thrive:

• Career Development & Growth: Be at the forefront of an inspiring journey with tailored development plans, mentorship, and regular reviews to ensure you’re on track to achieving your goals.

• Competitive Salary & Regular Reviews: We make sure your efforts are rewarded fairly, with regular opportunities to review your progress and success.

• Generous Bonus Scheme: Your hard work doesn’t go unnoticed, with opportunities to earn performance-related bonuses.

• Hybrid Working Flexibility: Strike the perfect balance between collaboration and focus, with three office days and two work-from-home days between Monday and Thursday.

• Early Finish Fridays: Start your weekends early by finishing work at 3 PM every Friday.

• Private Healthcare: Your wellbeing is our priority, with access to private healthcare that keeps you covered.

• Employee Discounts & Perks: Enjoy 55% off Pandora products and exclusive access to discounted brands, cinema tickets, gym memberships, holidays, and more.

• Annual Leave & Flexibility: 25 days annual leave plus bank holidays, with the option to buy or sell leave, and your birthday off to celebrate YOU!

• Wellness Hub & Support: Access to wellness resources and a dedicated Employee Assistance Programme offering free, confidential support 24/7.

• Recognition & Celebrations: Your achievements are our success. With a recognition programme and regular celebrations, we ensure every success is shared and appreciated.

At Pandora, we believe in creating not just a job, but a journey of fulfillment, growth, and success. If you’re ready to take the next step in crafting your incredible career, join us and let’s build something extraordinary together.

Your future is waiting – craft the incredible with Pandora!

Please understand that due to the large number of applications, we regret that only online applications can be considered. Please click apply to submit your application.

Pandora’s recruitment procedures are designed to be transparent and clear for all candidates. This helps us ensure that applicants are provided with a fair and equal opportunity to demonstrate their competencies and skills by removing blocking factors, possible biases, and risks of discrimination. We encourage everyone applying to our vacancies to refrain from adding identity-related elements such as a photo, marital status and age.

*If you require reasonable adjustments in place during your interview(s), please make us aware as soon as possible*