CRM & Retention Manager

About the role

We are seeking a CRM & Retention Manager to build and lead a data‑driven CRM function for a fast‑growing premium women’s fashion brand in London. You will transform the current informal email communications into a sophisticated lifecycle marketing engine and expand retention channels.

Key responsibilities

• Take ownership of the existing email marketing programme and evolve it into a lifecycle channel using segmentation, automation and personalisation.
• Assess and potentially implement SMS as an additional customer‑retention channel.
• Design and deliver loyalty and referral initiatives to increase customer lifetime value and repeat purchase behaviour.
• Own customer insights, reporting and analysis, using data to continuously optimise performance.
• Partner closely with eCommerce and Creative teams to ensure consistent execution across all customer touchpoints.

Required profile

• 4‑6 years of experience in CRM or retention, preferably within fashion, beauty or consumer goods.
• Proven track record of building CRM/retention functions from scratch.
• Strong cross‑functional collaboration skills across eCommerce, creative and commercial teams.
• Passion for brand growth and a data‑driven mindset.

Required skills

• Shopify
• Klaviyo

What we offer

• Healthcare
• Pension scheme
• Hybrid working – three days in the office
• Generous annual leave
• Opportunity to shape a fast‑moving business