CRM Manager

White Stuff was established in 1985 through a simple idea. That idea grew into a unique fashion and lifestyle brand, with shops and concessions across the UK and internationally, selling women’s and men’s clothing alongside distinctive accessories and homeware. Our original prints (all designed in-house), thoughtful details and quality craftsmanship reflect our personality and make us subtly distinctive.

Our people are at the heart of White Stuff. We’re sociable, talented, collaborative and non-hierarchical in how we work. We encourage entrepreneurial ideas, accountability at all levels, and a shared drive to create a business we’re proud of.

About the role

This role leads all CRM activity for White Stuff, building long-term loyalty and customer engagement through data-driven strategies and personalised experiences.

You will develop and deliver the CRM strategy that drives frequency, spend and advocacy across channels. Working closely with Trading, Brand, Digital and Retail teams, you’ll play a key role in shaping and scaling our new membership approach.

We’ve invested heavily in our CRM ecosystem, particularly Bloomreach, segmentation, and advanced personalisation capabilities. We’re now looking for a CRM expert who can bring this to life, ensuring White Stuff delivers best-in-class customer communications and loyalty initiatives.

What you’ll be doing:

• Lead the development and delivery of the CRM & Loyalty strategy to drive retention, frequency and customer lifetime value
• Own the day-to-day CRM communications plan, balancing trade and brand objectives across email, SMS, website and direct mail
• Partner with content & creative teams to deliver personalised and dynamic campaigns that resonate with distinct customer segments
• Build and optimise automation journeys, using Bloomreach to drive behavioural triggers and lifecycle programmes
• Establish a robust test-and-learn roadmap, leveraging data and insight to continuously improve performance
• Collaborate with ecommerce and retail to deliver seamless, cross-channel campaigns that maximise reach and reduce attrition
• Work with the Insight team to deepen our understanding of customer behaviour and preferences, ensuring strategy is evidence-based
• Monitor industry trends and bring fresh thinking to ensure White Stuff stays at the forefront of CRM and loyalty best practice

What you’ll need:

• At least 4 years' experience in CRM
• Demonstrate experience in managing and developing people, coaching and building high-performing teams
• Proven experience in developing and delivering customer lifecycle and loyalty programmes
• Strong track record of building and optimising automated customer journeys
• Solid commercial acumen with the ability to balance trade performance and long-term brand building
• Excellent attention to detail and a keen creative eye for content and messaging
• Data-driven mindset with confidence in using insight and analytics to guide decision-making
• Strong stakeholder management skills with the ability to influence across teams
• CRM experience within a retail or e-commerce environment is a plus
• Hands-on experience with Customer Data Platforms — Bloomreach CDP/Exponea is a plus

As a CRM Manager at White Stuff you will be entitled to an array of great benefits, some of which include:

• Hybrid working
• Annual bonus opportunity
• 25 days holiday per annum, plus bank holidays
• 2 extra (paid!) days off per year to volunteer in the local community
• 50% discount
• Subsidised BUPA Dental Insurance
• Healthcare cash plan and Life Assurance
• Interest free season ticket loan
• Pension Contribution

We are committed to creating an environment where we can all be proud to work and be ourselves. Part of this commitment is being an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, and age.