Senior CRM Manager
We Are Fr Group · Chester, England ·
Job Description Forward Role are working with an established e-commerce brand in the premium home and lifestyle space. With over 15 years of trading and significant growth in recent years, the business is entering an exciting new phase of development.
Senior CRM Manager £60k - £65kCheshireHybrid – flexible approach to office workingHistorically sales-led, the business is now evolving into a more structured, strategically driven organisation, with a greater focus on brand, customer experience and sustainable, long-term growth.
This is a key hire at an important point in that journey, with the opportunity to shape the CRM function, influence wider customer strategy and play a senior role in how the business engages and retains its growing customer base.
The Role As Senior CRM Manager, you will lead a CRM team of three within a 12-strong marketing function and take strategic ownership of the CRM and lifecycle agenda. You'll be responsible for defining and evolving the CRM strategy, using customer data and insight to shape the roadmap across retention, engagement, personalisation and customer lifetime value.
Working closely with senior stakeholders across Marketing, E-commerce, Product and Creative, you'll ensure CRM is fully integrated into the wider commercial and brand strategy. The role will focus on developing the CRM proposition and capability as the business scales, including expanding beyond its established email programme into a broader multi-channel lifecycle strategy across SMS and WhatsApp.
Key Responsibilities Own and evolve the overarching CRM and lifecycle strategy, aligned to wider business and customer objectivesLead and develop a team of three, setting clear direction, priorities and ways of workingDefine the CRM roadmap across retention, engagement, personalisation and customer lifetime valueIdentify opportunities to develop the customer journey and introduce new channels, including SMS and WhatsAppSet the strategic direction for Bloomreach, ensuring the platform is fully leveraged across segmentation, automation, personalisation and lifecycle activityUse customer data, insight and performance analysis to shape strategy and identify commercial opportunitiesPartner with senior stakeholders across Marketing, E-commerce, Product and Creative to align CRM with wider business prioritiesEstablish and embed best practice, measurement and reporting across the CRM functionOversee the optimisation of CRM activity and ensure the team delivers against commercial and customer objectivesWhat We're Looking For Strong senior-level experience across CRM, lifecycle, retention or customer marketingProven experience developing and delivering CRM strategy within a high-growth consumer or e-commerce environmentStrong understanding of customer lifecycle, segmentation, personalisation and retention strategyExperience leading and developing a CRM team, with the ability to provide clear strategic directionExperience with Bloomreach or a similar CRM/CDP platformStrong commercial and analytical mindset, with the ability to turn customer data and insight into strategic decisionsExperience developing multi-channel CRM strategies, ideally including SMS and WhatsAppExcellent stakeholder management skills, with the confidence to influence senior teams and work cross-functionallyComfortable operating in a scaling business and helping to build structure, capability and best practice as the organisation evolvesAs an industry leading, nationwide Marketing, Digital, Analytics, IT and Design recruitment agency, we are continually receiving new assignments to work on, so keep a close eye on our website, Facebook, LinkedIn and Twitter pages for a full list of current permanent and interim opportunities as well as marketplace news and fun stuff. Forward Role is operating as an employment agency.