CRM Manager

25 Days Old

White Stuff was established in 1985 through a simple idea. That idea grew into a unique fashion and lifestyle brand, with shops and concessions across the UK and internationally, selling womens and mens clothing alongside distinctive accessories and homeware. Our original prints (all designed in-house), thoughtful details and quality craftsmanship reflect our personality and make us subtly distinctive.
Our people are at the heart of White Stuff. Were sociable, talented, collaborative and non-hierarchical in how we work. We encourage entrepreneurial ideas, accountability at all levels, and a shared drive to create a business were proud of.
About the role
This role leads all CRM activity for White Stuff, building long-term loyalty and customer engagement through data-driven strategies and personalised experiences.
You will develop and deliver the CRM strategy that drives frequency, spend and advocacy across channels. Working closely with Trading, Brand, Digital and Retail teams, youll play a key role in shaping and scaling our new membership approach.
Weve invested heavily in our CRM ecosystem, particularly Bloomreach, segmentation, and advanced personalisation capabilities. Were now looking for a CRM expert who can bring this to life, ensuring White Stuff delivers best-in-class customer communications and loyalty initiatives.
What youll be doing
Lead the development and delivery of the CRM & Loyalty strategy to drive retention, frequency and customer lifetime value
Own the day-to-day CRM communications plan, balancing trade and brand objectives across email, SMS, website and direct mail
Partner with content & creative teams to deliver personalised and dynamic campaigns that resonate with distinct customer segments
Build and optimise automation journeys, using Bloomreach to drive behavioural triggers and lifecycle programmes
Establish a robust test-and-learn roadmap, leveraging data and insight to continuously improve performance
Collaborate with ecommerce and retail to deliver seamless, cross-channel campaigns that maximise reach and reduce attrition
Work with the Insight team to deepen our understanding of customer behaviour and preferences, ensuring strategy is evidence-based
Monitor industry trends and bring fresh thinking to ensure White Stuff stays at the forefront of CRM and loyalty best practice
What youll need
4+ years experience in CRM, ideally within a retail or ecommerce environment
Demonstrate experience of managing and developing people, coaching and building high performing teams
Proven experience in developing and delivering customer lifecycle and loyalty programmes
Hands-on experience with Customer Data Platforms Bloomreach CDP/Exponea highly desirable
Strong track record of building and optimising automated customer journeys
Solid commercial acumen with the ability to balance trade performance and long-term brand building
Excellent attention to detail and a keen creative eye for content and messaging
Data-driven mindset with confidence in using insight and analytics to guide decision-making
Strong stakeholder management skills with the ability to influence across teams
As a CRM Manager at White Stuff you will be entitled to an array of great benefits, some of which include:
Hybrid working
Annual bonus opportunity
25 days holiday per annum, plus bank holidays
2 extra (paid!) days off per year to volunteer in the local community
50% discount
Subsidised BUPA Dental Insurance
Healthcare cash plan and Life Assurance
Interest free season ticket loan
Pension Contribution
We are committed to creating an environment where we can all be proud to work and be ourselves. Part of this commitment is being an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, and age .
#LI-Hybrid

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Location:
London
Salary:
not provided
Job Type:
FullTime
Category:
Marketing

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