CRM and Loyalty Manager

Are you passionate about building customer loyalty rather than just sending campaigns? Do you love using data, segmentation and automation to improve retention and customer lifetime value? We're partnering with a fast-growing premium British lifestyle brand that's built an outstanding reputation for quality, craftsmanship and exceptional customer experience. With a strong ecommerce presence, an incredibly loyal customer base and ambitious growth plans both in the UK and internationally, it's an exciting time to join the business. This is a brand that genuinely values creativity, innovation and customer experience, giving its teams the autonomy to make an impact. CRM plays a huge part in the business, making this a highly visible role where your ideas and commercial thinking will directly influence customer retention and long-term growth. The Role This is a fantastic opportunity for an experienced CRM & Loyalty Manager to take complete ownership of the CRM function across email, SMS, loyalty and customer lifecycle marketing. Reporting into the Head Digital, you'll manage a small team while leading the strategy, planning, execution and optimisation of all CRM activity. You'll own the communications calendar, develop engaging customer journeys, oversee automated lifecycle campaigns and ensure every communication delivers both a great customer experience and strong commercial performance. Retention and loyalty are at the heart of this role. You'll own the loyalty programme, VIP communications and customer retention strategy, continually looking at ways to improve repeat purchase, increase customer lifetime value and evolve the programme as the business continues to grow. Alongside this, you'll lead the testing, segmentation and personalisation roadmap, using customer insight to identify new opportunities and implementing data-led improvements that deliver measurable results. You'll work closely with Ecommerce, Marketing, Creative and Digital teams, while occasionally collaborating with senior leadership on key campaigns and important brand moments. This is a role for someone who enjoys thinking strategically but is equally happy rolling their sleeves up and getting stuck into campaign delivery, analysis and continuous optimisation. Skills and Experience • Previous experience within CRM, Lifecycle, Retention or Loyalty Marketing, ideally within ecommerce, retail or consumer brands • Strong hands-on experience managing email marketing, SMS campaigns and automated customer journeys • Experience using a CRM/ESP platform such as Klaviyo (or similar) • Strong understanding of customer retention, loyalty strategies and customer lifetime value • Comfortable analysing CRM performance, reporting on KPIs and turning insight into commercial action • Experience building segmentation, personalisation and testing strategies • Previous experience managing or mentoring a team member • Excellent stakeholder management and communication skills • Experience managing or developing a customer loyalty programme would be highly desirable • Passion for premium consumer brands, retail or fashion would be advantageous Benefits Alongside a competitive salary, you'll receive 25 days' holiday, pension, generous staff discount and a range of additional company perks. Most importantly, you'll be joining a growing premium ecommerce business where CRM is viewed as a genuine growth driver. You'll have real ownership, the opportunity to shape the customer retention strategy and the chance to make a significant commercial impact across the business. Sound Good? If you're an experienced CRM professional who loves customer retention, loyalty and lifecycle marketing and you're looking for a role where your ideas will genuinely influence business growth, we'd love to hear from you. Click the apply button today to send Nick at Digital Tonic your CV.