Senior CRM & Loyalty Manager

About the role

This senior position will lead the CRM and loyalty function for a well‑established consumer brand undergoing a digital transformation. You will own the loyalty programme, shape customer‑engagement strategy and work closely with analytics, technology, e‑commerce and marketing teams to drive retention and commercial performance.

Key responsibilities

• Define and execute the loyalty programme strategy and roadmap.
• Develop and implement CRM and customer‑engagement strategies across the lifecycle.
• Lead lifecycle‑marketing programmes and automated journeys across email, web, mobile and in‑store channels.
• Manage CRM technology projects from requirements gathering through testing and deployment.
• Partner with analytics and technology teams to enhance platforms, processes and insights.
• Provide reporting, forecasting, performance analysis and commercial recommendations to senior stakeholders.
• Lead, mentor and develop a small CRM team.

Required profile

• Strong commercial CRM experience in retail, e‑commerce or customer‑centric environments.
• Proven ownership of loyalty programmes and customer‑engagement strategies.
• Data‑driven mindset with ability to turn insights into business impact.
• Excellent stakeholder management and influencing skills.

Required skills

• Salesforce CRM platforms.
• Salesforce Marketing Cloud.
• Loyalty solutions (experience with loyalty technology platforms).

What we offer

• Hybrid working model (2 days per week in the London office).
• Competitive salary up to £75,000 per year plus benefits.
• Opportunity to shape the future of customer engagement for a leading omnichannel retailer.