crm manager in luxury jewellery

Pandora is a global jewellery brand specialising in the design, crafting and marketing of accessible luxury jewellery made from high-quality materials. Its jewellery is sold in more than 100 countries through thousands of points of sale, and the company uses 100% recycled silver and gold in its products.

• Deliver the CRM strategy across Email and SMS for the UK and Ireland;
• Drive CRM’s contribution to omnichannel performance through initiatives supporting footfall and online engagement;
• Own channel reporting and provide actionable insights and recommendations for campaign planning;
• Align Email and SMS campaigns with Trading and Marketing calendars;
• Provide first-stage approval and feedback on newsletter campaigns;
• Lead the channel optimisation roadmap across segmentation, personalisation, dynamic content, automation and testing;
• Identify opportunities to increase customer acquisition, retention and reactivation;
• Analyse customer behaviour, engagement and churn trends to develop segmentation strategies;
• Collaborate with the Global Consumer Engagement team on the test roadmap for triggered and automated lifecycle campaigns;
• Partner with the CDP team on AI-driven optimisation and automation enhancements;
• Work with Marketing and E-commerce teams to support commercial and brand objectives across the customer journey;
• Build cross-functional relationships across E-commerce, Retail, Marketing, Merchandising and Global teams.

• Significant demonstrable experience in a CRM or Email Marketing role with hands-on CDP/ESP experience;
• Proven experience driving commercial growth and customer engagement through Email and SMS channels;
• Excellent written and verbal communication skills;
• Confidence presenting performance, insights and recommendations to stakeholders, including senior leaders;
• Strong analytical skills and the ability to translate data into actionable insights;
• Strong understanding of creative execution, layout and visual presentation;
• Experience managing multiple projects and priorities in a fast-paced retail or B2C environment;
• Commercially minded, proactive and motivated by continuous improvement;
• Experience developing segmentation and personalisation strategies;
• Understanding of AI, predictive capabilities and marketing automation for customer engagement and channel performance;
• Basic understanding of GDPR and E-Privacy requirements;
• Nice to have: Hands-on experience with Bloomreach, experience using Power BI and Adobe Analytics, strong understanding of the full marketing mix and CRM’s role in an omnichannel customer journey.

• Permanent contract;
• Competitive salary with regular reviews;
• Performance-related bonus scheme;
• Three office days and two work-from-home days between Monday and Thursday;
• Early finish at 3 PM every Friday;
• Private healthcare;
• 55% Discount on Pandora products and discounts on other brands, cinema tickets, gym memberships and holidays;
• 25 Days of annual leave plus bank holidays;
• Option to buy or sell leave;
• Birthday off;
• Wellness resources and a 24/7 Employee Assistance Programme;
• Recognition programme and regular celebrations.