CRM Lead

CRM Lead - Retail

The Role:

We're looking for an experienced and commercially minded CRM Lead to take ownership of customer lifecycle communications and help deliver engaging, personalised experiences across every stage of the customer journey.

This is a hands-on role, combining CRM strategy, automation, email marketing and customer insight to drive engagement, retention and commercial performance. Working closely with retail, e-commerce and marketing teams, the CRM Lead will play a key role in developing and optimising automated journeys, supporting membership growth and ensuring our CRM activity delivers a consistent omnichannel customer experience.

Key Responsibilities:

• Identify, build and optimise automated customer journeys, triggers and lifecycle communications.

• Monitor automation and campaign performance, using insights to identify opportunities for optimisation and improvement.

• Support the team in developing a new membership welcome journey and the wider customer lifecycle strategy surrounding it.

• Build, schedule and manage targeted email campaigns across peak trading periods and ad hoc commercial activity.

• Develop personalised CRM experiences, including evergreen content, dynamic content and website/site crops where relevant.

• Work closely with retail, e-commerce and marketing teams to translate business objectives into effective CRM activity.

• Ensure CRM activity delivers a consistent and engaging omnichannel customer experience across stores, e-commerce, email, SMS and direct mail.

• Share platform knowledge and best practice across the wider CRM team, ensuring expertise, processes and learnings are effectively documented.

• Provide regular updates on CRM activity, performance, priorities and opportunities to key stakeholders.

• Manage CRM projects effectively, coordinating timelines, requirements and activity across multiple teams.

• Maintain a high level of accuracy and attention to detail across all CRM activity.

About You:

• Proven experience building, managing and optimising CRM automations, triggers and customer journeys.

• Strong knowledge of email marketing, including email design, messaging hierarchy, basic HTML and copywriting.

• Practical experience delivering personalised customer communications, including evergreen and dynamic content.

• Good understanding of omnichannel customer experience across retail, e-commerce, email, SMS and direct mail.

• Experience using Ometria, or a similar CRM and marketing automation platform such as Bloomreach or Klaviyo.

Why Apply:

• Join an established and growing UK business.

• Work in a varied, fast-paced and creative environment.

• Make a visible impact on customer engagement and retention.

• Work closely with teams across marketing, e-commerce and retail.

• Take ownership of CRM activity and help shape the customer journey.

BH37491