The CRM Manager will be responsible for creating and leading PMT’s Customer Relationship and Retention Strategy, driving revenue and key brand objectives within the CRM channel improving existing customer engagement and lifetime value. The role will be responsible for marketing campaign activation, technical activation of new CRM capabilities and for leveraging PMT’s wealth of customer data to power our CRM Strategy.
Key Responsibilities will include but are not limited to:
* Collaborate with marketing, eCommerce, and customer service teams to create seamless customer journeys.
* Manage and execute email, SMS, and push notification campaigns with personalization and automation.
* Develop and optimise email marketing strategies, including segmentation, A/B testing, and dynamic content personalization.
* Monitor email deliverability, open rates, click-through rates, and conversion rates, making data-driven recommendations for improvement.
* Work with content and design teams to create compelling email templates and messaging.
Loyalty & Retention Strategy
* Develop and implement CRM strategies to improve customer engagement, loyalty, and retention.
* Leverage PMT’s internal customer database to maximise existing customer engagement, conversion and lifetime value.
* Oversee the CRM platform, ensuring data integrity, segmentation, and automation workflows are optimised.
* Optimize CRM tools and integrations to improve efficiency and effectiveness.
* Lead on the development of PMT’s Loyalty Scheme with the aim of building a best-in-class loyalty programme during the first year in role.
* Analyse customer data and campaign performance to drive actionable insights and continuous improvement.
* Ensure email marketing compliance with industry regulations such as CAN-SPAM, GDPR, and CCPA.
* Ensure compliance with data privacy regulations and best practices.
* Monitor customer feedback and behaviour trends to refine CRM strategies.
Team Management
* Lead our small internal CRM Team including all areas of people management.
* Train, mentor and develop team members on CRM best practice and skills.
* Train internal teams on CRM best practices and tools.
Skills & Experience:
* Degree-level education.
* Minimum 3 years’ experience in direct-to-consumer eCommerce, Digital Marketing or CRM roles.
* Experience in CRM, customer retention, or lifecycle marketing.
* Experience of email marketing or CRM Platforms.
* Strong analytical skills with proficiency in data interpretation and reporting tools to enable self-starting analysis and implementation of data-led strategies.
* Experience with A/B testing, segmentation, and personalization strategies.
* Knowledge of GDPR, CCPA, and other data privacy regulations.
* Excellent communication and project management skills.
* Ability to work cross-functionally and influence stakeholders at all levels.
Preferred Experience:
* Experience in e-commerce, SaaS, or subscription-based business models.
* Familiarity with SQL, eCommerce platforms, Google Analytics and data visualisation tools or other data query languages.
* Knowledge of AI-driven CRM strategies and emerging marketing technologies.
Seniority level
Mid-Senior level
Employment type
Full-time
Industries
Retail Musical Instruments
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