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CRM & Loyalty Manager
London | £60-70K | Hybrid (3 days in-office)Fashion | Customer Experience | Growth-Focused
My client is an ambitious, design-led fashion start-up based in London, and they're on a mission to create meaningful, memorable customer experiences. As part of the continued growth, they are looking for a CRM & Loyalty Manager to take ownership of how they connect with their customers across email, SMS, loyalty, and in-store journeys.
If you're data-driven, creatively-minded, and passionate about lifecycle marketing, this is your chance to shape the future of CRM in a brand with big plans.
What You'll Be Doing
- Design and launch a customer loyalty programme across online and retail touchpoints
- Own and deliver the CRM calendar across email, SMS, push, and WhatsApp
- Define a cohesive customer experience strategy from email templates to on-site content
- Collaborate with stores and ecommerce to deliver a single customer view
- Build smart segmentation, test-and-learn frameworks, and automation strategies
- Work cross-functionally with brand, marketing, ecommerce, retail and tech teams
- Oversee internal and external resources, including agencies and tech partners
- Champion CRM best practices, compliance, and responsible data usage
- Build and maintain performance dashboards to track KPIs and lifetime value (LTV)
Campaigns, Strategy & Reporting
- Deliver high-performing campaigns aligned with brand tone and product moments
- A/B and multivariate testing of subject lines, creative, and send times
- Own segmentation, triggers, and personalisation across channels
- Monitor performance, campaign ROI, and guest lifecycle analytics
- Create insightful reports that influence company-wide decision-making
About You
- 5+ years in CRM, email, and loyalty marketing, ideally in fashion, beauty or lifestyle
- Proven experience leading multi-channel CRM strategies that deliver both emotional and commercial results
- Deeply guest-centric: you think in journeys, not just campaigns
- Hands-on with tools like Emarsys, Shopify, and NewStore
- Strategic thinker with strong execution skills - equally comfortable building emails or presenting to senior stakeholders
- Confident managing budgets, agencies, and a growing team
- Excited by a high-growth environment and the opportunity to make a real impact
What's in it for you?
- £60,000-£70,000 base salary (DOE)
- Hybrid working - 3 days per week in our vibrant London studio
- Big ownership, small egos: you'll shape the future of our customer experience
- Opportunity to work closely with creative, product and retail teams
- Perks, product discounts, and the energy of an entrepreneurial, mission-led brand
RSG Plc is acting as an Employment Agency in relation to this vacancy.
