CRM & Loyalty Manager (Maternity Cover)

We are looking for a CRM & Loyalty Manager (Maternity Cover) to lead key initiatives to deepen customer relationships, drive lifetime value and bring our CRM and Clienteling strategies to life. You'll oversee the successful delivery of campaigns across Salesforce, Klaviyo and our Clienteling tools, while also embedding these systems into our Store and Customer Happiness Teams. With a strong grasp of data, you’ll turn insights into action—shaping communications, tracking key KPIs and leading projects that put the customer at the heart of everything we do. This is a hands-on, strategic role—perfect for someone who’s confident managing systems, people and projects, and passionate about delivering brilliant customer experiences.

Key Responsibilities

CRM Project Leadership & Execution

• Lead CRM projects end-to-end, owning timelines, adoption and delivery—especially across Salesforce and our Clienteling app.
• Understand data flows and communication triggers across systems to build effective, automated customer journeys.
• Collaborate with internal tech teams and external vendors to ensure systems work together—and work hard.

Customer Insights & Strategy

• Turn customer data into action, using feedback from NPS, Google reviews and surveys to shape engagement.
• Design and track KPIs including customer lifetime value, active rates and retention.
• Regularly report insights to stakeholders and use findings to refine campaigns and channel strategies.

Clienteling & Loyalty

• Embed our Clienteling and CRM across the business, training and inspiring teams to use it to build real relationships and boost repeat sales.
• Act as the business lead with our Clienteling platform provider, ensuring development and delivery stays aligned to our needs.
• Own the loyalty strategy roadmap, ensuring it supports business goals and feels rewarding for customers.

Campaign Delivery

• Implement lifecycle and tactical campaigns across Klaviyo, Salesforce and the Clienteling app.
• Write, review and optimise communications across email, WhatsApp and more, ensuring copy is always tailored, on-brand and driven by purpose.
• Use segmentation, automation and testing to improve engagement and ROI.

Team & Collaboration

• Lead and support the Customer Happiness Team (CHT) in using CRM tools to elevate service, drive sales and unlock customer value.
• Align with creative, retail and buying teams to bring CRM initiatives to life across channels.

Innovation

• Stay curious about CRM and loyalty tech, especially how AI might help us work smarter, spot trends faster, or improve customer experience.
• Bring fresh thinking and practical solutions to the table

What You’ll Need

• Solid CRM experience (ideally in luxury, retail or e-commerce). Confident in using Salesforce, Klaviyo and Clienteling systems.
• Strong understanding of CRM data flows, segmentation and personalisation.
• Hands-on campaign experience: from concept and copy to testing and reporting.
• Experience leading cross-functional projects and managing stakeholders.
• Analytical mindset—comfortable pulling and interpreting reports, surveys and customer feedback.
• Clear, concise communicator with excellent written English (UK).
• Confident presenting to senior leadership and influencing internal teams.

Nice to Have

• Experience using AI or automation tools to improve marketing efficiency or customer insights.
• Experience training or coaching store teams on CRM tools and best practices.