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Derek Rose · London, England, United Kingdom
Job Title:
Senior Customer Relationship Management (CRM) Manager
Reports to:
Head of Direct to Consumer
London – Hybrid (4 days office-based, 1 day remote)
Contract:
Full time, permanent
About the Role
We're looking for a Senior CRM Manager to take ownership of customer engagement at Derek Rose.
This is a hands-on role with a lot of room to grow. The foundations are in place: reporting, segmentation, lifecycle flows and the start of a VIP programme. Now we need someone to get in, run it day to day, and take the business with them as we build CRM into a much bigger part of Derek Rose.
You’ll do the work yourself: managing and improving our Klaviyo flows, writing copy, pulling the data, running tests and reporting back. You’ll have some design and copy support, but you’ll be comfortable doing every part of it. Alongside that, you’ll set the direction, make the case for where we go next, and help build the team as it grows.
What You’ll Be Doing
CRM & Retention Strategy
Own the ongoing development and delivery of the CRM strategy, building on the foundations already in place to drive retention, frequency and lifetime value.
Grow retention for a full-price brand without the ability to lean on discounts.
Manage, update and improve our automated flows and lifecycle programmes in Klaviyo, from welcome to win-back.
Own the campaign strategy and calendar, alongside Marketing’s plan, built around our three content pillars (inform, inspire and convert) so every send is right for its segment.
Write our CRM email copy, working from Marketing’s creative direction, and check everything before it goes out.
Own the day-to-day CRM communications plan, balancing trade and brand objectives.
Test properly, including holdouts, so we know what’s working and put our time, sends and offers where they make a difference.
Clienteling & VIP
Build our VIP programme from the early work we’ve started, deciding who qualifies, what they receive and how we measure success.
Work with Retail and Client Experience so VIP customers are recognised in store, on the phone and by email.
Focus the programme on recognition and access rather than points or discounts.
Building the Function
Set out a CRM roadmap, work out what’s needed to deliver it and make the business case to get there faster.
Hire and develop a junior email executive once the case is made.
Customer Insight & Reporting
Build out our data and tech, improving data capture, personalisation and how our systems work together.
Maintain and evolve our regular reporting to track customer behaviour through cohorts, repeat rate and lifetime value.
Own and evolve our customer segmentation strategy (including RFM), identifying opportunities to leverage segments to increase engagement and revenue.
Champion the voice of the customer across the business, using insight to influence strategy and decision-making.
Present clear, actionable insights that inform marketing, trading and brand activity.
What You’ll Need
You can run every part of a CRM channel yourself: strategy, build, copy, data and reporting.
6+ years’ experience in CRM, ideally within retail or ecommerce.
You measure beyond opens and clicks. You think in cohorts, repeat rate and LTV, and you’ve run a proper test.
Recent hands-on experience in Klaviyo or similar: you can manage, rebuild and improve flows, segments and templates yourself, without an agency.
Experience as the only or lead CRM person, delivering end to end without an agency or data team behind you.
You write well, and you can say why a line works. You’ll write much of the copy yourself and edit the rest.
Commercially minded, with the ability to balance brand and performance objectives.
You’ve managed or developed someone.
You enjoy working closely with senior leadership in an independent, family-owned business.
What Success Looks Like
The CRM strategy and framework further embedded, refined and evolved across the business.
Improved retention, reactivation and repeat purchase rates.
Effective use of segmentation and personalisation across all communications.
A VIP programme up and running, with measurable gains in engagement and advocacy.
A CRM function recognised as a key driver of customer growth and experience.
What We Offer
Pension contribution.
25 days annual leave, plus bank holidays.
Generous staff discount and regular sample sales.
Confidential wellbeing and mental health support service.
Office social events.
Details
| Company | Derek Rose |
| Location | London, England, United Kingdom |
| Type | FULL TIME |
| Niche | sales |