Interim Head of CRM / CRM Manager.

The Business

I'm working with a fast-growing fashion brand that's built a really loyal customer following and a strong online presence. They're known for moving quickly, being creative, and having a genuine entrepreneurial mindset.

The business has grown significantly over the past few years and is now looking to put even more focus on customer retention, loyalty and personalisation, making CRM a key area of investment.

The Role

This is a great opportunity for somebody who loves using customer data and insight to drive growth.

You'll take ownership of the CRM function, looking at how customers engage with the brand from their first purchase through to becoming loyal repeat customers. The role will focus on improving customer journeys, increasing retention, and finding new ways to keep customers engaged across email, SMS and other retention channels.

Depending on your experience, this could suit either an established CRM Manager looking for a bigger role or a Head of CRM who wants to join a business where they can make a real impact.

What You'll Be Doing

• Owning the overall CRM and retention strategy
• Looking at the full customer lifecycle and identifying opportunities to improve engagement and repeat purchase rates
• Planning and delivering email and SMS campaigns
• Building customer segments and creating more personalised customer experiences
• Developing automated customer journeys across welcome, post-purchase, win-back and loyalty programmes
• Using data and customer insight to understand what's working and where improvements can be made
• Working closely with Ecommerce, Marketing, Trading and Creative teams
• Testing new ideas and constantly looking for ways to improve performance
• Reporting on key CRM metrics and sharing insights with the wider business
• Helping shape the future direction of CRM as the business continues to grow

What They're Looking For

• Strong CRM experience within ecommerce, retail or a consumer-focused business
• Somebody who understands customer behaviour and retention inside out
• Experience with email marketing, automation and customer segmentation
• A commercial mindset and a genuine interest in driving revenue through customer engagement
• Strong analytical skills and confidence working with data
• Someone who enjoys working in a fast-paced environment where things move quickly
• Comfortable rolling up their sleeves as well as thinking strategically

Location: London

Day rate: £300-350

IR35: Inside