CRM Manager
| Ref: | MON12645 |
| Salary: | Competitive |
| Department: | Marketing |
| Location: | Notting Hill (W11) |
| Position type: | Permanent |
| Closing date: | 30/09/2026 |
We are looking for a commercially driven and customer-focused CRM Manager to join the Monsoon Accessorize Digital team. This role will lead the planning, execution and optimisation of CRM communications across email, SMS and direct mail channels, ensuring campaigns are delivered efficiently, on brand and with a strong focus on customer engagement and commercial performance, reporting to the Head of CRM.
The successful candidate will combine strong operational delivery with a passion for data-driven optimisation, lifecycle marketing and customer loyalty. They will play a key role in growing and evolving Monsoon’s CRM capability, while managing and developing a CRM Executive.
Key Responsibilities
- Own end-to-end BAU planning, production and deployment of CRM campaigns across email, SMS and direct mail, with continuous optimisation of processes and workflows.
- Design and implement optimisation programme to create best-in-class CRM communications through testing, segmentation, personalisation and enhanced customer targeting.
- Work closely with creative, product, insight and trading teams to deliver content and promotional strategies which improve customer engagement and conversion.
- Own automated lifecycle and triggered campaigns, aiming to increase repeat rate, reengagement and customer lifetime value
- Develop and execute strategies to grow the email and SMS contactable database.
- Explore and assess new CRM channels and technologies, including WhatsApp and loyalty app opportunities.
- Partner with the Head of CRM on the evolution and optimisation of new and existing loyalty propositions, to increase retention and customer lifetime value.
- Monitor and report on CRM channel performance, sharing actionable insights and recommendations to improve performance across all CRM activity.
- Line manage and support the development of the CRM Executive.
Skills & Experience
- Significant experience in a multichannel CRM role within a fast paced consumer-facing environment (retail, e-commerce or similar), overseeing sizeable customer databases.
- Strong understanding of CRM strategy, customer lifecycle marketing and retention principles.
- Hands-on experience with ESPs and customer engagement platforms. Experience with Ometria and Attentive desirable.
- Strong analytical skills with the ability to interpret data and translate insights into actions.
- Experience managing automated and triggered CRM programmes.
- Excellent communication and stakeholder management skills, capable of influencing and aligning cross-functional teams.
- Commercially minded with a customer-first approach.
- Previous line management experience preferred.
- Excellent organisational skills with strong attention to detail.
- Knowledge of loyalty programmes and emerging CRM channels is advantageous.
What will we offer you in return?
- Competitive salary
- 25 days’ holiday with the option to purchase additional holiday through our salary sacrifice scheme
- Bonus day off each year after 6 months’ service
- A pension that you will automatically be enrolled in after 3 months
- Life insurance (subject to participating in the pension scheme)
- A flexible working approach
- Early pay day Friday finish
- A generous staff discount with up to 50% discount on our products
- Interest free season ticket loans
- Additional perks such as Westfield discount, etc.
If this all sounds great and you feel you are who we are looking for, let us know and apply today!
At Monsoon Accessorize we don’t focus only on what we do, we also care about how we do it. Our values and the way we behave are important to us.
We are committed to creating a diverse and inclusive workforce and an environment where we value and respect every individual's unique contribution, enabling all of our employees to thrive and achieve their full potential.
We want to attract the broadest range of talented people and are an equal opportunity employer. We welcome applications from individuals, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief. We will also consider flexible working requests for all roles, unless operational requirements prevent otherwise.
We provide reasonable accommodations as needed to people with disabilities to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us at careers@monsoon.co.uk to request discuss any specific requirements.