crm manager in retail

Derek Rose operates in retail apparel and fashion, serving customers through direct-to-consumer channels. The company offers a loyalty/VIP programme and focuses on customer engagement, retention and premium customer experience.

• Maintain and evolve regular reporting on customer behaviour, lifetime value and retention trends;
• Own and evolve the customer segmentation strategy, including RFM;
• Champion the customer voice across the business and use insights to influence strategy and decision-making;
• Present actionable insights for marketing, trading and brand activity;
• Own the development and delivery of the CRM strategy;
• Own and optimise automated flows and lifecycle programmes from welcome to win-back;
• Develop the email marketing strategy and calendar with the Marketing Manager;
• Own the day-to-day CRM communications plan;
• Run a testing framework and performance tracking approach;
• Monitor industry trends and bring fresh thinking to CRM and customer experience practices;
• Own and grow the loyalty/VIP programme;
• Review and refine the loyalty/VIP programme strategy and structure;
• Collaborate with Retail, Client Experience and Marketing teams on a seamless customer experience;
• Analyse programme performance and identify opportunities for growth;
• Partner cross-functionally to align CRM activity with business objectives;
• Lead CRM-related projects that improve data capture, personalisation and technology integration;
• Refine scalable ways of working and processes for the CRM function.

• 5–6 Years of experience in CRM, ideally within retail or ecommerce;
• Strong analytical skills and experience interpreting customer and campaign data;
• Hands-on experience with CRM or marketing automation platforms, including Klaviyo;
• Experience running automated flows, lifecycle campaigns and segmentation strategies;
• Experience managing and growing a loyalty or retention programme;
• Commercial mindset with the ability to balance brand and performance objectives;
• Excellent communication and stakeholder management skills;
• Proactive and collaborative approach with confidence taking ownership of an established function.

• Pension contribution;
• 25 Days of annual leave plus bank holidays;
• Generous staff discount and regular sample sales;
• Confidential wellbeing and mental health support service;
• Office social events.