Senior CRM Manager

Are you an analytical, customer-first marketer ready to take full ownership of a retention engine and build lifecycle journeys from the ground up?

Profiles Creative is looking for a Senior CRM Manager to establish and elevate customer relationship strategies in London. Joining on a full-time, permanent basis on-site, you will lead the evolution of customer engagement across retail and e-commerce touch-points.

Operating at the intersection of commercial trading and creative storytelling, you will transform raw customer insight into high-performing lifecycle flows, advanced segmentation strategies, and tailored brand experiences that maximise retention and lifetime value.

£50,000 - £65,000

On-site

Key Responsibilities

• Architect the overarching CRM and retention strategy, driving customer frequency, repeat purchases, and customer lifetime value across digital and retail channels.
• Build, optimise, and monitor end-to-end automated lifecycle flows, including welcome series, post-purchase nurturing, and win-back campaigns.
• Direct the email marketing calendar, coordinating campaign planning, A/B testing frameworks, and conversion optimisation to deliver relevant, on-brand communications.
• Develop dynamic customer segmentation models, leveraging RFM frameworks and behavioural data to unlock deep personalisation.
• Conceptualise, launch, and manage a bespoke VIP and loyalty programme designed to reward top-tier customers and encourage advocacy.
• Partner cross-functionally with e-commerce, retail, and marketing teams to ensure aligned commercial objectives and unified customer communications.
• Hire your own Exec to help with campaign execution.

Required Skills & Experience

• Ideally at least 4 to 6 years of hands-on CRM and lifecycle marketing experience, ideally within a retail or e-commerce environment.
• Proven technical proficiency with marketing automation and CRM platforms, hands-on expertise using Klaviyo is a benefit.
• Track record of building, testing, and scaling triggered automated email flows and lifecycle journeys.
• Strong background in customer segmentation techniques, especially RFM and behavioural targeting.
• Solid analytical foundation with the ability to interpret customer data, measure retention metrics, and track campaign LTV.
• Exceptional cross-functional collaboration and stakeholder management skills.

Nice-to-have

• Prior experience designing, launching, or scaling a brand-new loyalty, retention, or VIP advocacy scheme.
• Experience aligning omni-channel data across physical retail stores and digital platforms.
• Working knowledge of advanced customer analytics tools and data-capture initiatives.