CRM Manager

Swindon | Hybrid Working (2-3 Days Per Week in the Office)
£45,000 - £50,000 + Benefits

Shape the Future of Customer Retention

We're partnering with a growing omnichannel retail business that's investing heavily in its customer retention strategy and looking for a commercially minded CRM Manager to take ownership of its CRM function.

This is a fantastic opportunity for someone who enjoys combining customer insight, data analysis and CRM execution to drive measurable business performance. You'll own the CRM programme end-to-end, helping the business better understand customer behaviour, increase repeat purchasing and build stronger long-term customer relationships.

Working closely with senior stakeholders and specialist technical partners, you'll have the opportunity to influence strategy, improve customer journeys and make a visible impact on a growing business.

What You'll Do

• Own our Klaviyo programme: lifecycle flows (welcome, abandoned cart, winback), segmentation, and day-to-day campaign delivery
• Drive activation of database members into paying customers, turning sign-ups and engaged contacts who haven't yet purchased into first-time buyers
• Grow the database itself: identify and build new acquisition routes into Klaviyo so there's a bigger, healthier pool to activate and retain
• Dig into customer and order data to understand repeat-purchase behaviour, and turn what you find into flows and segments that actually move the needle
• Keep customer data foundation in good shape, working with technical advisors to close data quality gaps as we find them
• Monitor CRM performance, including open rates, click rates, flow conversion, repeat purchase rate, and cost per repeat order, and know what's working and what isn't
• Feed useful behavioural and funnel insight to our trading team, who own conversion rate optimisation, so retention and conversion decisions are joined up rather than siloed
• Report monthly on retention performance in a way that's clear and easy for the wider team to act on

What We're Looking For

• An analytical mind, comfortable with data, genuinely curious about patterns, and keen to understand the why behind the numbers
• Relevant or transferable experience, such as CRM, email marketing, analytics, or a similarly data-driven marketing role
• Real enthusiasm for CRM and customer behaviour that comes through as much as your track record does
• Hands-on experience with an ESP (Klaviyo or similar) is a strong plus; comfortable picking up new tools quickly either way
• Working knowledge of spreadsheets, SQL, or data analysis, with a willingness to go deeper as the role demands
• A collaborative style: you'll work with technical advisors and a trading team, translating their input into things you actually ship
• E-commerce experience is a plus, but what matters most is curiosity about customers and a bias towards action

Why Apply?

This is an opportunity to join a business at an exciting stage of growth and play a key role in shaping its CRM and retention strategy.

You'll enjoy genuine ownership, exposure to senior stakeholders and the chance to influence how customer retention evolves as the organisation continues to scale.

For someone who enjoys using customer data to drive commercial outcomes, this role offers the opportunity to make a tangible impact and build something meaningful.

Salary: £45,000 - £50,000 + Benefits
Location: Swindon (Hybrid, 2-3 Days Per Week in the Office)

To find out more or apply confidentially, please get in touch.