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