SENIOR CRM MANAGER LOCATION - SOUTHAMPTON | HYBRID WORKING SALARY - FROM £70,000 BONUS NB - NO SPONSORSHIP PROVIDED THE COMPANY This is a well-established retail business dedicated to helping customers create homes they love. With a strong focus on customer engagement, data-driven marketing, and loyalty programmes, the company is investing in CRM to drive business growth and customer lifetime value. THE ROLE As a Senior CRM Manager, you will take ownership of the company's CRM strategy, leading a team to develop and execute targeted campaigns that increase customer engagement, retention, and revenue. This role requires strong leadership skills, a deep understanding of CRM and loyalty programmes, and the ability to work cross-functionally with commercial, marketing, tech, and analytics teams. KEY RESPONSIBILITIES Lead and manage the CRM team, defining strategies that drive customer engagement, sales, and long-term loyalty. Build and own the cross-channel CRM strategy, ensuring alignment with business objectives. Set and track CRM performance targets, optimising campaigns to maximise incremental sales and customer retention. Collaborate with key stakeholders to align CRM initiatives with broader commercial and marketing strategies. Develop data-driven CRM programmes, leveraging insights to enhance personalisation and customer experience. Play a key role in the loyalty programme relaunch, ensuring CRM is integrated into the customer journey. Champion CRM best practices across the organisation, influencing senior leaders and demonstrating commercial impact. Oversee budget management for CRM, ensuring effective investment and reporting on performance. YOUR SKILLS & EXPERIENCE Proven experience leading a CRM team, ideally within retail or a B2C environment. Expertise in CRM strategies, processes, and automation tools (experience with Braze is a plus). Strong knowledge of personalisation within CRM, with experience delivering targeted, data-driven campaigns. Background in loyalty programmes, understanding how CRM and loyalty work together to drive business value. A data-centric mindset, with the ability to interpret analytics and optimise CRM performance. Experience driving strategic transformation and change within CRM, marketing, or digital teams. Strong stakeholder management skills, with the ability to influence peers and senior leaders. A passion for team development, with a track record of leading and growing high-performing teams. HOW TO APPLY To express your interest, send your CV to Valentine by clicking the apply button below.