Digital CRM Manager

Role Overview.

Our Digital CRM Manager will be the business’ digital HubSpot lead, driving its adoption as a high-performing marketing engine by leading all Digital CRM strategy, email marketing and lifecycle automation, across both trade & D2C with the ultimate aim of supporting lifetime customer value & loyalty.

About Us.

Sanderson Design Group plc is a luxury interior design house, home to six iconic brands with over 165 years of history: Sanderson, Morris & Co., Harlequin, Zoffany, Clarke & Clarke, and Scion. Our portfolio spans fabric, wallpaper, and paint, with manufacturing capabilities through Anstey and Standfast & Barracks. Our purpose is to ‘bring the beautiful into people’s homes and lives’ and we are the proud owner of one of Europe’s largest design archives, with over 75,000 historical documents and artworks. We also have a growing international licensing programme which supports our strategic global expansion.

Responsibilities.

CRM Strategy & Ownership (Digital Marketing-Led)

• Own the digital CRM strategy, including digital customer journeys and audience segmentation from a marketing standpoint across all brands and markets.

Customer Value Segmentation & Journey Management

• Work with the Marketing, Digital Marketing & Commercial teams to develop the program per target customer segment and/or brand with a focus on driving loyalty & cross-category lifetime value.
• Design, build and optimise all customer workflows and automated journeys within HubSpot from a digital marketing perspective.
• Collaborate with the Product Owner to ensure workflows are technically sound, scalable, and aligned to data logic.
• Continuously monitor and find ways to improve customer journey performance, utilising platform data, behavioural insight, broader business commercial trends and business priorities.
• Define the KPIs and monitoring mechanisms used to measure success & be responsible for sharing reporting with relevant stakeholders throughout the business

Email Marketing

• Fully own the email channel from planning, building, testing and sending all digital trade and D2C marketing emails and automated communications.
• Work with Brand and Creative to deliver engaging, best-in-class content that supports storytelling and trading goals and is channel and market-optimised.
• Partner with the HubSpot Product Owner to refine templates, modules and reusable components.

Data Management

• Be the global champion for customer marketing data collection throughout the business, defining the key data points to be collected, rationalizing global data collection & quality, & define KPIs & on-going reporting against KPIs.
• Work closely with the IT, Digital & Commercial teams to define the structure of customer data that is housed within the key business platforms to ensure the ongoing enhancement of customer journeys, actionable insight and business reporting.
• Work closely with the Legal & IT teams to ensure that all digital customer data processes are up to date & GDPR compliant.

Cross-Functional Collaboration

• Work closely with the HubSpot Product Owner to ensure digital marketing requirements are translated into technical deliverables.
• Partner with Digital Trading, Performance Marketing, Sales and Customer Service to align CRM journeys with broader customer experience initiatives.
• Contribute digital marketing input into IT backlog prioritisation for CRM-related product improvements

Skills & Experience.

• Strong understanding of CRM lifecycle marketing, segmentation and email best practice.
• Solid grasp of data analysis, customer insight and reporting.
• Experience working in eCommerce, retail, interiors or multi-brand environments is an advantage.
• Knowledge of GDPR and data governance principles.

Qualifications.

• Degree or equivalent experience in Marketing, Digital, CRM, Data or a related field.
• HubSpot certifications (or willingness to complete quickly) highly desirable.

Behaviours.

Consistently customer-focused, proactive and data-driven, with a positive, collaborative approach that builds strong relationships across teams. Brings clarity, curiosity and adaptability, taking ownership to deliver high-quality work at pace.