CRM & Loyalty Manager

CRM & Loyalty Manager | DTC & B2B | West Midlands | Competitive Salary + Benefits

Zachary Daniels Recruitment are partnering with a nationally recognised, customer led business investing heavily in loyalty and customer engagement. This is an exciting opportunity to take ownership of CRM, loyalty and customer engagement strategy within a business that is investing heavily in customer retention, lifetime value and loyalty as key drivers of future growth.

Reporting into the Head of Customer & Loyalty, the CRM & Loyalty Manager will play a pivotal role in shaping how the brand connects with customers across both digital and in-store channels. This role is ideal for someone who wants real ownership, enjoys working with autonomy and is passionate about creating loyalty strategies that deliver measurable commercial impact.

This is a high visibility opportunity for a CRM & Loyalty Manager looking to make a genuine mark and build something meaningful.

The CRM & Loyalty Manager will lead the delivery of CRM and loyalty strategy across the full customer lifecycle, driving stronger engagement, repeat purchase and long term value.

This is a hands on role where you will combine strategic thinking with execution, owning campaigns, evolving the loyalty proposition and using customer insight to improve performance.

The CRM & Loyalty Manager will have the freedom to shape ideas, test initiatives and influence the wider customer agenda.

Key Responsibilities

• Define and deliver the CRM strategy across acquisition, onboarding, engagement, retention and reactivation
• Plan, execute and optimise CRM campaigns across email, SMS and other direct communication channels
• Lead segmentation and personalisation strategies to create relevant and high performing customer communications
• Own the development and ongoing optimisation of the loyalty programme, including rewards, benefits and partner opportunities
• Drive customer engagement, frequency and lifetime value through loyalty led initiatives
• Design and improve customer journeys across both digital and in-store touchpoints
• Use data, testing and customer insight to continuously improve campaign and programme performance
• Work closely with analytics teams to track key metrics and identify growth opportunities
• Collaborate with marketing, ecommerce, digital and technology teams to deliver joined up customer initiatives
• Lead and develop a small CRM and campaign delivery team
• Report on campaign performance, loyalty engagement and commercial contribution to senior stakeholders

About You

• Strong background in CRM, loyalty or customer engagement within a retail or customer led business
• Passion for loyalty strategy and creating propositions that genuinely engage customers
• Hands on experience managing CRM platforms and lifecycle marketing campaigns
• Track record of improving retention, repeat purchase and customer value through loyalty or CRM initiatives
• Highly data driven, comfortable using insight, testing and segmentation to improve results
• Commercially aware with a clear understanding of how loyalty drives revenue and growth
• Confident working autonomously and taking ownership of key initiatives
• Strong stakeholder management skills with the ability to influence across multiple teams
• A proactive, hands on leader who enjoys both strategy and delivery
• Thrives in a fast paced environment with plenty of opportunity to make an impact

Why Apply

• Rare opportunity to take ownership of CRM and loyalty within a growing retail business
• Play a visible role in shaping customer engagement strategy and commercial growth
• Join a business investing in loyalty, retention and customer experience
• Autonomy and support to build meaningful initiatives with real impact
• Strong career opportunity for someone looking to elevate their profile
• Competitive salary and benefits package