CRM manager for nursery furniture

Tutti Bambini is a family-owned nursery furniture company founded over 30 years ago with the goal of supporting new mothers and fathers during their first steps into parenthood. After years working in nursery retail, and as parents themselves, the founders of Tutti Bambini realised that nursery furniture available on the market often didn’t offer the versatility, value, and safety that new parents needed for their little ones. Drawing on a background in technical design, and on their own parenting experiences, they created Tutti Bambini: a nursery furniture range combining elegance and beauty with innovation and practicality.

• Develop and own the customer retention strategy across all lifecycle stages.
• Identify opportunities to increase repeat purchase, customer engagement and lifetime value.
• Create retention initiatives aligned to key customer milestones and parenting journeys.
• Own the CRM calendar and customer communication plan.
• Manage all email and SMS marketing activity.
• Develop automated customer journeys including welcome, nurture, post-purchase, replenishment, review, win-back and loyalty programmes.
• Ensure communications are personalised, relevant and commercially effective.
• Develop customer segmentation strategies based on behaviour, purchase history, lifecycle stage and engagement.
• Create personalised customer experiences that improve conversion and retention.
• Continuously test and optimise messaging, content and targeting.
• Analyse customer behaviour and lifecycle performance.
• Generate actionable insights to improve retention and customer value.
• Build reporting dashboards and performance tracking frameworks.
• Work closely with Ecommerce and Performance Marketing teams to identify growth opportunities.
• Deliver revenue growth through CRM channels.
• Improve customer lifetime value, repeat purchase rate and customer engagement metrics.
• Optimise campaign performance through testing and continuous improvement.
• Manage CRM budgets and platform performance.
• Partner with Ecommerce, Brand, Creative and Customer Service teams to deliver a consistent customer experience.
• Support product launches, seasonal campaigns and promotional activity.
• Ensure CRM activity aligns with wider commercial and brand objectives.
• Increase CRM-attributed revenue contribution.
• Increase customer lifetime value (LTV).
• Increase repeat purchase rate.
• Increase average order value from returning customers.

• 5+ years' experience in CRM, retention, lifecycle marketing, or customer marketing, preferably within ecommerce, DTC, or consumer brands.
• Proven track record of driving customer retention, repeat purchase rate, customer lifetime value (LTV), and revenue through CRM programmes.
• Hands-on experience with email, SMS, loyalty, customer segmentation, automation, and customer journey development.
• Experience using CRM platforms such as Klaviyo, Salesforce Marketing Cloud, Braze, HubSpot, or similar.
• Strong analytical capability with experience interpreting customer and campaign data to identify opportunities and measure performance.
• Customer-centric mindset with a deep understanding of customer lifecycle marketing.
• Strong commercial awareness and ability to link CRM activity to business performance.
• Data-driven decision maker with excellent attention to detail.
• Strong project management and organisational skills.
• Excellent communication and stakeholder management abilities.
• Comfortable balancing strategic planning with hands-on campaign execution.

• We would like to successful candidate to come to our offices twice per week.