crm marketing manager customer engagement

Pandora is the world's largest 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 7,000 points of sale, including more than 2,800 concept stores. Pandora is headquartered in Copenhagen and is committed to sustainability, including using 100% recycled silver and gold.

• Deliver the CRM strategy across Email and SMS for the UK and Ireland, supporting LFL growth, brand elevation, and the loyalty programme;
• Drive CRM’s contribution to omnichannel performance through initiatives that increase footfall and online engagement;
• Own channel reporting and deliver actionable insights and recommendations for campaign planning;
• Align Email and SMS campaigns with Trading and Marketing calendars to achieve commercial targets;
• Provide first-stage approval of newsletter campaigns and feedback to the CRM Coordinator;
• Lead the channel optimisation roadmap across segmentation, personalisation, dynamic content, automation, and testing;
• Identify opportunities to increase customer acquisition, retention, and reactivation through targeted CRM initiatives;
• 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 initiatives and automation enhancements;
• Work with Marketing and E-commerce teams to support commercial and brand objectives throughout 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;
• Hands-on experience with a CDP/ESP;
• Proven track record of 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 at varying levels, including senior leaders;
• Strong analytical skills and the ability to translate data into actionable insights;
• Strong eye for creative execution, layout, and visual presentation;
• Experience balancing commercial performance with brand elevation;
• Experience managing multiple projects and priorities in a fast-paced retail or B2C environment;
• Commercially minded, proactive, and motivated by continuous improvement;
• Passion for CRM and customer engagement;
• Experience developing segmentation and personalisation strategies;
• Understanding of AI, predictive capabilities, and marketing automation for customer engagement and channel performance;
• Basic understanding of relevant legal requirements such as GDPR and E-Privacy laws;
• 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 within an omnichannel customer journey.

• Contract: Permanent;
• Three office days and two work-from-home days between Monday and Thursday;
• Early finish Fridays at 3 PM;
• Competitive Salary & Regular Reviews;
• Generous Bonus Scheme with performance-related bonuses;
• Career development and growth with tailored development plans, mentorship, and regular reviews;
• Private healthcare;
• 55% Discount on Pandora products and access to other discounted brands, cinema tickets, gym memberships, holidays, and more;
• 25 Days annual leave plus bank holidays, with the option to buy or sell leave and a birthday off;
• Wellness resources and a dedicated Employee Assistance Programme offering free, confidential support 24/7;
• Recognition programme and regular celebrations.