CRM & Loyalty Manager

CRM & Loyalty Manager | DTC & B2B | West Midlands | Competitive Salary + Benefits

Zachary Daniels Recruitment are partnering with a nationally recognised, customer led business investing heavily in loyalty and customer engagement. This is an exciting opportunity to take ownership of CRM, loyalty and customer engagement strategy within a business that is investing heavily in customer retention, lifetime value and loyalty as key drivers of future growth.

Reporting into the Head of Customer & Loyalty, the CRM & Loyalty Manager will play a pivotal role in shaping how the brand connects with customers across both digital and in-store channels. This role is ideal for someone who wants real ownership, enjoys working with autonomy and is passionate about creating loyalty strategies that deliver measurable commercial impact.

This is a high visibility opportunity for a CRM & Loyalty Manager looking to make a genuine mark and build something meaningful.

The CRM & Loyalty Manager will lead the delivery of CRM and loyalty strategy across the full customer lifecycle, driving stronger engagement, repeat purchase and long term value.

This is a hands on role where you will combine strategic thinking with execution, owning campaigns, evolving the loyalty proposition and using customer insight to improve performance.

The CRM & Loyalty Manager will have the freedom to shape ideas, test initiatives and influence the wider customer agenda.

Key Responsibilities

Define and deliver the CRM strategy across acquisition, onboarding, engagement, retention and reactivation
Plan, execute and optimise CRM campaigns across email, SMS and other direct communication channels
Lead segmentation and personalisation strategies to create relevant and high performing customer communications
Own the development and ongoing optimisation of the loyalty programme, including rewards, benefits and partner opportunities
Drive customer engagement, frequency and lifetime value through loyalty led initiatives
Design and improve customer journeys across both digital and in-store touchpoints
Use data, testing and customer insight to continuously improve campaign and programme performance
Work closely with analytics teams to track key metrics and identify growth opportunities
Collaborate with marketing, ecommerce, digital and technology teams to deliver joined up customer initiatives
Lead and develop a small CRM and campaign delivery team
Report on campaign performance, loyalty engagement and commercial contribution to senior stakeholders

About You

Strong background in CRM, loyalty or customer engagement within a retail or customer led business
Passion for loyalty strategy and creating propositions that genuinely engage customers
Hands on experience managing CRM platforms and lifecycle marketing campaigns
Track record of improving retention, repeat purchase and customer value through loyalty or CRM initiatives
Highly data driven, comfortable using insight, testing and segmentation to improve results
Commercially aware with a clear understanding of how loyalty drives revenue and growth
Confident working autonomously and taking ownership of key initiatives
Strong stakeholder management skills with the ability to influence across multiple teams
A proactive, hands on leader who enjoys both strategy and delivery
Thrives in a fast paced environment with plenty of opportunity to make an impact

Why Apply

Rare opportunity to take ownership of CRM and loyalty within a growing retail business
Play a visible role in shaping customer engagement strategy and commercial growth
Join a business investing in loyalty, retention and customer experience
Autonomy and support to build meaningful initiatives with real impact
Strong career opportunity for someone looking to elevate their profile
Competitive salary and benefits package
Apply today to find out more and be considered.


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