CRM & Loyalty Manager

Zachary Daniels Recruitment are partnering with a leading customer focused retail business to recruit a CRM & Loyalty Manager. This CRM & Loyalty Manager role will take ownership of the company's CRM, loyalty and customer engagement strategy, helping to drive stronger relationships with customers across both digital and in-store channels.

Reporting into the Head of Customer & Loyalty, the CRM & Loyalty Manager will play a key role in shaping lifecycle communications, evolving the loyalty proposition and using customer insight to increase engagement, retention and long-term value. This is a hands-on opportunity for a CRM & Loyalty Manager to influence how the business connects with its customers and delivers measurable commercial impact.

• Define and deliver the CRM strategy across the full customer lifecycle, including acquisition, onboarding, engagement, retention and reactivation

• Plan, execute and optimise CRM campaigns across channels such as email, SMS and other direct communication platforms

• Lead audience segmentation and personalisation strategies to deliver relevant and engaging communications

• Own the development and ongoing optimisation of the company's loyalty programme, including rewards, benefits and partnerships

• Design and improve customer journeys across both digital and in-store touchpoints

• Work closely with data and analytics teams to track performance, generate insights and optimise campaigns

• Collaborate with marketing, digital and technology teams to deliver customer initiatives with clear commercial impact

• Lead and develop a small CRM and campaign delivery team

• Background in CRM, loyalty or customer engagement within a retail or customer led environment

• Strong understanding of CRM platforms and lifecycle marketing strategies

• Proven track record developing customer propositions, loyalty programmes or personalised customer journeys

• Highly data-driven, using insight and testing to improve engagement and performance

• Strong stakeholder management skills with the ability to collaborate across multiple teams

• Commercially minded with a passion for improving customer engagement and driving measurable results

• A hands-on leader who thrives in a fast-paced environment and enjoys delivering both strategy and execution as a CRM & Loyalty Manager

Apply today to find out more and be considered!

BH35679