Customer & Loyalty Manager, Luxury Retail

Based central London with fixed hybrid working

To £60,000 plus benefits

**Join a family-owned retail leader with a rich heritage in this newly created role, driving customer engagement and loyalty through data-driven CRM**

This exciting opportunity will see you play a pivotal role in shaping how the company develops and manages customer relationships to drive loyalty and business growth. Reporting to the Head of Marketing and Communications, your role will be to spearhead data-driven customer retention and engagement strategies, focusing on loyalty and CRM.

As the Customer & Loyalty Manager, you’ll lead the development and execution of data-driven customer marketing initiatives; personalised, timely and relevant communications that drive footfall, purchase frequency and brand advocacy.

Responsibilities

• Own end-to-end CRM strategy across email, SMS, direct mail
• Lead customer segmentation, journey mapping and lifecycle campaign planning
• Analyse customer data and campaign performance to generate actionable insights
• Develop and optimise automated journeys (welcome, reactivation, post-purchase)
• Evolve loyalty program to drive engagement, retention, and visit frequency

Requirements

• 3-5+ years in CRM; email marketing and loyalty programme management
• Proven track record delivering measurable customer retention strategies
• Experience with CRM platforms, automation tools and customer data platforms
• Analytical, commercial, and customer-focused mindset
• Strong project management and communication skills

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