This range is provided by F5 Consultants. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

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Founder & Managing Director of F5 Consultants

Fashion | Customer Experience | Growth-Focused

My client is an ambitious, design-led fashion start-up based in London, and they’re on a mission to create meaningful, memorable customer experiences. As part of the continued growth, they are looking for a CRM & Loyalty Manager to take ownership of how they connect with their customers across email, SMS, loyalty, and in-store journeys.

If you're data-driven, creatively-minded, and passionate about lifecycle marketing, this is your chance to shape the future of CRM in a brand with big plans.

What You'll Be Doing

• Design and launch a customer loyalty programme across online and retail touchpoints
• Own and deliver the CRM calendar across email, SMS, push, and WhatsApp
• Define a cohesive customer experience strategy from email templates to on-site content
• Collaborate with stores and ecommerce to deliver a single customer view
• Build smart segmentation, test-and-learn frameworks, and automation strategies
• Work cross-functionally with brand, marketing, ecommerce, retail and tech teams
• Oversee internal and external resources, including agencies and tech partners
• Champion CRM best practices, compliance, and responsible data usage
• Build and maintain performance dashboards to track KPIs and lifetime value (LTV)
• Deliver high-performing campaigns aligned with brand tone and product moments
• A/B and multivariate testing of subject lines, creative, and send times
• Own segmentation, triggers, and personalisation across channels
• Monitor performance, campaign ROI, and guest lifecycle analytics
• Create insightful reports that influence company-wide decision-making

About You

• 5+ years in CRM, email, and loyalty marketing, ideally in fashion, beauty or lifestyle
• Proven experience leading multi-channel CRM strategies that deliver both emotional and commercial results
• Deeply guest-centric: you think in journeys, not just campaigns
• Hands-on with tools like Emarsys, Shopify, and NewStore
• Strategic thinker with strong execution skills – equally comfortable building emails or presenting to senior stakeholders
• Confident managing budgets, agencies, and a growing team
• Excited by a high-growth environment and the opportunity to make a real impact

What’s in it for you?

• Hybrid working – 3 days per week in our vibrant London studio
• Big ownership, small egos: you’ll shape the future of our customer experience
• Opportunity to work closely with creative, product and retail teams
• Perks, product discounts, and the energy of an entrepreneurial, mission-led brand

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing and Information Technology

• Industries

  Retail Apparel and Fashion, Retail Luxury Goods and Jewelry, and Retail

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