CRM Manager

Forward Role are partnering with an established and fast-growing luxury ecommerce business that operates two of the UK's leading online designer retailers. CRM Manager Circa £55k (potential to go higher DOE) Hybrid working (2 days onsite and 3 remote) Richmond, London With a global customer base and an extensive portfolio of premium brands, the business has built a strong reputation for delivering exceptional products and service to customers worldwide. Following the successful combination of two established brands, the company is entering an exciting new phase of growth. With a customer database built over many years and hundreds of thousands of customer interactions, CRM has been identified as one of the biggest commercial opportunities within the business. The role: This is a fantastic opportunity for an ambitious CRM Manager to take ownership of customer retention, lifecycle marketing and customer value across both brands. Working closely with senior leadership and cross-functional teams, you'll have the autonomy to shape CRM strategy, build best-in-class customer journeys and make a measurable impact on revenue, loyalty and long-term business growth. Responsibilities: • Own and deliver the CRM strategy across email, SMS, customer segmentation, automation, loyalty and retention to drive customer engagement and revenue. • Develop and optimise customer lifecycle journeys to increase repeat purchases, customer lifetime value and long-term retention. • Analyse CRM performance and customer data to identify opportunities, measure success and provide clear reporting. • Collaborate with Trading, Marketing, Ecommerce and Customer Service teams to maximise the value of every customer relationship. • Build and continuously improve best-in-class automated CRM programmes that deliver measurable commercial results. What we’re looking for: • 3+ years' CRM experience within an multi-brand ecommerce environment, with a strong understanding of customer lifecycle marketing. • Hands-on experience with email marketing, automation and CRM platforms such as Klaviyo, alongside customer segmentation strategies. • Strong analytical and commercial mindset, with confidence using data, reporting tools and AI for marketing and customer insights. • Experience in luxury, fashion, retail or eyewear, with knowledge of Shopify, SMS marketing or loyalty programmes being advantageous. • SQL or advanced data analysis skills would be beneficial but are not essential. As an industry leading, nationwide Marketing, Digital, Analytics, IT and Design recruitment agency, we are continually receiving new assignments to work on, so keep a close eye on our website, Facebook, LinkedIn and Twitter pages for a full list of current permanent and interim opportunities as well as marketplace news and fun stuff. Forward Role is operating as an employment agency.