Manager of CRM & Customer Insights

Join our Ecommerce Team as a CRM & Customer Insight Manager. In this role, you will oversee the retention strategy, develop a customer insight function, and manage customer segmentation. You will also analyze the customer journey, deliver regular reporting, and partner with various teams to embed customer insight into planning and decision-making. Additionally, you will manage email and SMS marketing strategies, lifecycle programs, and the loyalty program. You will also forecast revenue, grow the customer database, and ensure data quality and GDPR compliance.

• Oversee the retention strategy to drive customer lifetime value, repeat purchase rate and frequency through a deep understanding of customer behaviour and insight-led decision making.
• Lead the development of a customer insight function, turning behavioural and transactional data into clear, actionable insights and recommendations for the business.
• Own customer segmentation strategy (lifecycle, value, behavioural, affinity) to enable effective targeting and personalisation across all channels.
• Competent presentation skills and the ability to present to the wider team on a weekly, monthly and ad hoc basis
• 5+ years’ experience in a similar CRM role
• Familiarity with standard customer data definitions and building reports based on these (New/Existing, lifecycle stage etc)
• Experience managing a direct report/s
• Experience managing email marketing for a similar sized business
• Understanding of current GDPR compliance regulations
• Experience managing a loyalty programme for a similar sized business
• Analytical mindset and comfortable working with customer data
• Experience working with CRM and marketing automation platforms, with the ability to quickly adapt to new tools (e.g. Ometria, Klaviyo or similar)