Senior CRM Manager

About the role

Forward Role is partnering with an established e‑commerce brand in the premium home and lifestyle space to hire a Senior CRM Manager. This senior position will shape the CRM function, influence the wider customer strategy and help the business retain its growing customer base as it scales.

Key responsibilities

• Own and evolve the overarching CRM and lifecycle strategy, aligned to wider business and customer objectives
• Lead and develop a team of three, setting clear direction, priorities and ways of working
• Define the CRM roadmap across retention, engagement, personalisation and customer lifetime value
• Identify opportunities to develop the customer journey and introduce new channels, including SMS and WhatsApp
• Set the strategic direction for Bloomreach, ensuring the platform is fully leveraged across segmentation, automation, personalisation and lifecycle activity
• Use customer data, insight and performance analysis to shape strategy and identify commercial opportunities
• Partner with senior stakeholders across Marketing, E‑commerce, Product and Creative to align CRM with wider business priorities
• Establish and embed best practice, measurement and reporting across the CRM function and oversee optimisation of CRM activity

Required profile

• Strong senior‑level experience across CRM, lifecycle, retention or customer marketing
• Proven experience developing and delivering CRM strategy within a high‑growth consumer or e‑commerce environment
• Strong understanding of customer lifecycle, segmentation, personalisation and retention strategy
• Experience leading and developing a CRM team, with the ability to provide clear strategic direction
• Experience with Bloomreach or a similar CRM/CDP platform
• Commercial and analytical mindset, able to turn customer data and insight into strategic decisions
• Experience developing multi‑channel CRM strategies, ideally including SMS and WhatsApp
• Excellent stakeholder management skills and confidence to influence senior teams cross‑functionally