CRM & Loyalty Manager

D2C | Apparel & Lifestyle | High-Growth Consumer Brand

We're partnering with an ambitious, founder-led D2C brand that's building something exciting in the consumer space.

With a growing presence across apparel and lifestyle products, a loyal customer community and ambitious plans for the years ahead, the business is entering its next stage of growth. They've built a strong brand, developed a compelling product offering and established a successful Ecommerce operation. Now, they're investing further in the customer experience and how they build lasting relationships with their customers.

That's where you come in.

We're looking for a CRM & Loyalty Manager to take ownership of customer retention, lifecycle marketing and loyalty, helping turn an already engaged customer base into an even more valuable growth channel.

Working closely with the wider Ecommerce, Marketing and Creative teams, you'll own the CRM and loyalty strategy, combining commercial thinking with hands‑on execution.

You'll have the freedom to challenge existing approaches, introduce new ideas and build a more sophisticated, personalised customer experience.

Your responsibilities will include:

• CRM strategy: Own and develop the CRM roadmap, identifying opportunities to increase revenue contribution, repeat purchase rates and customer lifetime value.
• Lifecycle marketing: Build, manage and optimise customer journeys across email, SMS and other owned channels, from welcome and onboarding through to post-purchase, reactivation and win-back.
• Loyalty and retention: Develop and evolve the loyalty programme, creating meaningful reasons for customers to return, engage and become long‑term advocates.
• Segmentation and personalisation: Use customer data, purchasing behaviour and insights to create more relevant, targeted and personalised communications.
• Automation: Identify opportunities to introduce new automated journeys, improve existing flows and make CRM a more effective and scalable revenue channel.
• Commercial performance: Take ownership of CRM reporting and performance, tracking revenue contribution, repeat purchase, retention, LTV and other key commercial metrics.
• Testing and optimisation: Establish a strong test‑and‑learn approach across messaging, creative, offers, customer segments and journey performance.
• Collaboration: Partner closely with Ecommerce, Trading, Brand and Creative teams to ensure CRM activity supports product launches, trading priorities and wider business objectives.

What you'll bring

We're looking for someone who understands the commercial potential of CRM and loyalty within a growing Ecommerce business.

• Strong experience in CRM, lifecycle marketing or retention within a D2C, Ecommerce or consumer brand.
• Hands‑on experience with platforms such as Klaviyo, Braze, Iterable or similar.
• Experience developing automated customer journeys, segmentation strategies and personalised communications.
• A strong understanding of loyalty programmes and how to improve customer retention, repeat purchase and lifetime value.
• Confidence working with customer data, reporting and performance metrics to identify commercial opportunities.
• Experience working closely with Ecommerce and Marketing teams in a product‑led environment.
• A balance of strategic thinking and practical execution, with the ability to develop ideas and bring them to life.

Experience within apparel, fashion, lifestyle, beauty or other consumer product categories would be particularly relevant.

This is a business with real momentum, an established customer base and plenty of opportunity still ahead.

You'll be joining at a stage where CRM and loyalty are becoming increasingly important to the company's growth strategy, giving you the chance to make a visible commercial impact.

You'll have the opportunity to shape the direction of the function, introduce new ideas and work closely with people who care about the brand, the products and the customers.

If you enjoy working in a scaling D2C environment, love understanding customer behaviour and want to build CRM and loyalty into a significant commercial growth channel, this could be a brilliant next move.

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