crm manager in retail fashion

Derek Rose is a retail apparel and fashion brand with a direct-to-consumer business, customer loyalty programme and VIP offering.

• Maintain and evolve regular reporting on customer behaviour, lifetime value and retention trends;
• Own and evolve the customer segmentation strategy, including RFM, to increase engagement and revenue;
• Champion the voice of the customer and use insight to influence strategy and decision-making;
• Present actionable insights for marketing, trading and brand activity;
• Own the development and delivery of the CRM strategy to drive retention, frequency and lifetime value;
• Own and optimise automated flows and lifecycle programmes from welcome to win-back;
• Develop the email marketing strategy and calendar with the Marketing Manager;
• Own the day-to-day CRM communications plan across trade and brand objectives;
• Run a testing framework and performance tracking approach to improve engagement and conversion;
• Monitor industry trends and bring new ideas to CRM and customer experience practices;
• Own and grow the loyalty/VIP programme;
• Review and refine the loyalty/VIP programme strategy and structure;
• Collaborate with Retail, Client Experience and Marketing teams to deliver a consistent premium customer experience;
• Analyse loyalty/VIP programme performance and identify growth opportunities;
• Partner cross-functionally to support broader business objectives;
• Lead CRM-related projects covering data capture, personalisation and technology integration;
• Refine ways of working and scalable processes for the CRM function.

• 5–6 Years of experience in CRM, ideally within retail or ecommerce;
• Strong analytical skills and experience interpreting customer and campaign data;
• Hands-on experience with CRM or marketing automation platforms, including Klaviyo;
• Experience running automated flows, lifecycle campaigns and segmentation strategies;
• Experience managing and growing a loyalty or retention programme;
• Commercial mindset with the ability to balance brand and performance objectives;
• Excellent communication and stakeholder management skills;
• Proactive and collaborative approach with ownership of an established function.

• Contract role;
• Pension contribution;
• 25 Days of annual leave plus bank holidays;
• Generous staff discount and regular sample sales;
• Confidential wellbeing and mental health support service;
• Office social events.