Job Description

The CRM Manager is responsible for growing the customer base and increasing customer lifetime value through CRM, loyalty and lifecycle marketing initiatives. This is a commercially driven, data-focused role that leverages customer insights, personalisation and engagement strategies to drive retention, loyalty and sustainable revenue growth.

Key Responsibilities

• Lead the strategy and development of loyalty programmes, including rewards, tiering, gamification and member engagement.
• Develop customer segmentation and lifecycle strategies to improve acquisition, retention, reactivation and customer value.
• Own CRM and lifecycle marketing initiatives, including automated and personalised customer journeys.
• Plan and oversee loyalty campaigns, offers and engagement programmes aligned with business objectives.
• Collaborate with Data, Digital and Technology teams to optimise customer data, platform capabilities and integrations.
• Monitor commercial performance, analyse customer behaviour and identify opportunities to improve revenue, retention and ROI.

What We're Looking For

• 6-8 years of experience in CRM, loyalty, lifecycle marketing, customer growth, digital commerce or related fields.
• Proven experience managing customer growth, CRM or loyalty programmes from strategy through execution.
• Strong understanding of customer segmentation, personalisation, lifecycle management and loyalty programme design.
• Experience with CRM, CDP, marketing automation or loyalty platforms.
• Strong analytical, stakeholder management and commercial acumen.