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Job description

CRM Manager

CRM Manager – Retention and Loyalty


Greater Manchester

Forward role are working with one of the leading fast fashion retailers in the North West to recruit a CRM Manager. You will be responsible for planning out and developing customer interactions across the business to allow a holistic view of how customers are engaged. Improvement of this engagement through working with numerous departments to retain a constant program of activity aimed towards improving customer retention, conversion and acquisition.

You will report into the Head of CRM and manage 2 direct reports, together you will drive conversions and traffic through automated message making sure all the main business moments are related to the customer via best audience, channel and creative.  You will also execute and manage long-standing strategies over push notification, print and email campaigns.


  • Maintaining a view of all interactions with customers throughout the business and ensuring this is easily accessible and understandable for elected stake holders
  • Keeping to the automation of consumer messaging rules
  • Continuing and carrying out longstanding campaign strategies, making sure they are in line with business KPIs. Ultimate sign off for push, email, print plans and web layer
  • Briefing strategic insights and staying across customer health performance, having an active role in using this to inform targeting
  • Recognising opportunities to increase performance and then giving this information back to the team to action, with a particular focus on 3rd party improvements and tech initiatives

Performance / Reporting

  • Working collaboratively with the CRM assistants to make sure daily and weekly reports are completed
  • To summarise reporting in an understandable and concise way to be shared with Senior Leadership and then able to present this succinctly in relevant meetings when needed
  • Recognise opportunities for campaign performance improvement and then assign to the team to action.
  • Provide an higher level of reporting by working with insight to understand performance at a more in-depth level month on month and year on year

Team Management

  • Manage and review processes to ensure they are the most efficient across the whole team
  • Support the team when needed and carry out 1:2:1 meetings and plans for development with direct reports

GDPR Requests

  • Accountable for the maintenance of customer contacts for their 3rd party suppliers and be the main point of contact for Right to Access and Right to be Forgotten requests

Skills, Experience and Qualifications:

  • The ideal candidate will have at least 3 years’ experience within a similar role.
  • A relevant Marketing degree would be ideal.
  • Experience of using Exponea or a similar Email Service Provider.
  • Knowledge of the Campaign deployment process; planning, briefing, delivery and reporting.
  • Experience working with key analytical metrics across Email and Push.
  • Microsoft office programmes such as Word, PowerPoint and Excel.
  • Understanding of marketing disciplines such as print, SMS and push.
  • Experience of using Google Analytics

As an industry leading, nationwide Marketing, Digital, Analytics, IT and Design recruitment agency, we are continually receiving new assignments to work on, so keep a close eye on our website, Facebook, LinkedIn and Twitter pages for a full list of current permanent and interim opportunities as well as marketplace news and fun stuff.
Forward Role is operating as an employment agency.

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