Senior CRM Manager

About the role

We are looking for a Senior CRM Manager to lead the customer engagement, loyalty and lifecycle marketing strategy for a well‑established omnichannel consumer brand. This high‑impact role will shape CRM direction, drive retention and influence personalisation initiatives while managing a small team.

Key responsibilities

• Own and develop the loyalty programme strategy to increase customer engagement and retention.
• Define and execute CRM and loyalty initiatives in partnership with senior leadership.
• Lead customer lifecycle marketing programmes and automated journeys across email, web, mobile and in‑store touchpoints.
• Analyse campaign performance and customer behaviour, providing actionable recommendations.
• Drive CRM transformation projects from requirements gathering through to implementation.
• Collaborate with analytics, technology, e‑commerce and marketing teams to improve customer experiences.
• Mentor and develop a small CRM team.

Required profile

• Strong commercial experience in CRM, customer lifecycle marketing and loyalty strategy.
• Background in retail, e‑commerce, consumer or other customer‑focused environments.
• Proven ability to lead cross‑functional projects and influence senior stakeholders.
• Experience managing or mentoring a small team.

Required skills

• Hands‑on experience with CRM platforms.
• Marketing automation technologies.
• Strong knowledge of Salesforce Marketing Cloud.