Senior CRM Manager

Senior CRM Manager

£65,000 - £75,000

Hybrid - West Lothian (2x days per week)

Are you an experienced CRM and loyalty professional looking to take ownership of customer engagement strategy at scale? This is an exciting leadership opportunity to shape the future of a well-established omnichannel retail business, driving loyalty, retention, personalisation, and CRM transformation initiatives across multiple customer touchpoints.

The Company

They are a leading consumer retail business with a strong presence across the UK and Ireland. With a highly engaged customer base and a continued investment in digital, CRM, and customer experience, they are focused on delivering exceptional customer journeys across online and offline channels. The business offers a collaborative environment where CRM plays a central role in driving commercial growth and customer loyalty.

The Role

As Senior CRM & Loyalty Manager, you will lead the CRM and loyalty strategy, taking ownership of customer lifecycle marketing and loyalty programme development.

Responsibilities include

Own and evolve the customer loyalty programme, driving engagement and retention

Define and execute CRM and loyalty strategies in partnership with senior stakeholders

Lead customer lifecycle marketing programmes and automated customer journeys

Deliver CRM activity across email, web, mobile, and retail channels

Provide reporting, forecasting, customer insight, and commercial recommendations

Manage CRM technology projects from requirements gathering through to testing and deployment

Drive personalisation and marketing automation initiatives

Lead, coach, and develop a small CRM team

Collaborate closely with analytics, technology, ecommerce, marketing, and retail stakeholders

Your Skills & Experience

Strong CRM and loyalty marketing experience within a retail, ecommerce, or consumer-focused environment

Proven ownership of customer loyalty programmes and lifecycle marketing strategies

Experience managing CRM campaigns across multiple customer channels

Strong understanding of CRM platforms, ideally including Salesforce technologies

Ability to deliver customer insight, performance reporting, and commercial recommendations

Experience working alongside technical, product, or IT teams on CRM projects

Excellent stakeholder management and communication skills

Strong analytical mindset with a focus on customer engagement and commercial outcomes

Experience leading and developing team members

What They Offer

Salary up to £75,000

Hybrid working with 2 days per week in the office

Generous holiday allowance

Staff discount programme

Pension scheme

Health and wellbeing benefits, including access to virtual healthcare support

Employee assistance programme

Excellent career development and progression opportunities

Opportunity to lead strategic CRM and loyalty initiatives with significant business impact

How to Apply

If you are passionate about CRM, customer loyalty, and delivering customer-centric growth, apply today to learn more about this Senior CRM & Loyalty Manager opportunity.