Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Tailor your resume to this Senior CRM Manager role.
Rezi rewrites your resume against Derek Rose's job description. Free.
Tailor your resume to this Senior CRM Manager role.
Rezi rewrites your resume against Derek Rose's job description. Free.
Don't guess if your resume is good enough.
See how it scores against the Senior CRM Manager posting at Derek Rose — free, in seconds.
Don't guess if your resume is good enough.
See how it scores against the Senior CRM Manager posting at Derek Rose — free, in seconds.
About the Role
We are seeking a Senior CRM Manager to lead customer engagement initiatives. This hands-on role involves managing and enhancing CRM operations, including segmentation, lifecycle flows, and VIP programs, with significant opportunities for growth and strategic input.
Responsibilities
- Own the ongoing development and delivery of the CRM strategy to drive retention, frequency, and lifetime value.
- Grow retention for a full-price brand without relying on discounts.
- Manage, update, and improve automated flows and lifecycle programs in Klaviyo.
- Own the campaign strategy and calendar, aligning with marketing plans and content pillars.
- Write CRM email copy based on marketing's creative direction and ensure accuracy.
- Manage the day-to-day CRM communications plan, balancing trade and brand objectives.
- Implement proper testing, including holdouts, to measure effectiveness.
- Build out the VIP program, defining qualification criteria, rewards, and success metrics.
- Collaborate with Retail and Client Experience teams to ensure VIP customer recognition across channels.
- Focus the VIP program on recognition and access rather than points or discounts.
- Develop a CRM roadmap, identify necessary resources, and build a business case for accelerated delivery.
- Hire and develop a junior email executive.
- Enhance data capture, personalization, and system integration within the CRM function.
- Maintain and evolve regular reporting to track customer behavior metrics like cohorts, repeat rate, and lifetime value.
- Own and evolve the customer segmentation strategy, including RFM, to increase engagement and revenue.
- Champion the voice of the customer across the business, influencing strategy and decision-making with customer insights.
- Present clear, actionable insights to inform marketing, trading, and brand activities.
Requirements
- Ability to manage all aspects of a CRM channel independently: strategy, build, copy, data, and reporting.
- 6+ years of experience in CRM, preferably in retail or e-commerce.
- Experience measuring metrics beyond opens and clicks, focusing on cohorts, repeat rate, and LTV.
- Proven experience running proper tests.
- Recent hands-on experience in Klaviyo or similar platforms for managing flows, segments, and templates without agency support.
- Experience as the sole or lead CRM professional, delivering end-to-end results without an agency or dedicated data team.
- Strong writing skills with the ability to articulate the rationale behind copy.
- Commercially minded with the ability to balance brand and performance objectives.
- Experience managing or developing direct reports.
- Enjoy working closely with senior leadership in an independent, family-owned business.
Skills
- CRM Strategy
- Customer Engagement
- Retention Marketing
- Lifecycle Marketing
- Klaviyo
- Email Copywriting
- Data Analysis
- Reporting
- A/B Testing
- Segmentation (RFM)
- Personalization
- VIP Program Management
- Clienteling
- Customer Insight
- Roadmap Development
- Team Development
Location
- London
Work Type
- Hybrid
- Full-time
- Permanent
Experience Level
- Senior
Benefits
- Pension contribution
- 25 days annual leave plus bank holidays
- Generous staff discount
- Regular sample sales
- Confidential wellbeing and mental health support service
- Office social events
About the Company
- Derek Rose is an independent, family-owned business.