Job Title

CRM Manager EMEA

Location

Milton Keynes

Reporting to

Senior Performance and Digital Marketing Manager EMEA

Contract

Perm, Full Time - Ideal start date 1st September 2026

Hybrid Working

Job Description

A strategic, data-driven, and customer-focused CRM Manager who will lead and optimize our customer relationship management efforts. This role will own the CRM strategy, implementation and continuous improvement of multi-channel communication and retention programs that drive customer engagement, loyalty and revenue growth.

This role reports into the Senior Performance and Digital Marketing Manager EMEA but will also work very closely with the Web and Buying and Merchandising department.

Key Responsibilities

• Own the day-to-day CRM strategy and execution across New Era Cap and '47, coordinating campaign planning, segmentation, testing and performance reporting across both brands.
• Define and refine customer segmentation strategies to deliver personalised, data-driven communications.
• Work closely with the Campaign Manager to plan, build and optimise automated lifecycle marketing campaigns across email, SMS, push notifications and other relevant channels.
• Design and build engaging, on-brand email campaigns in Figma, collaborating closely with Creative and Ecommerce teams.
• Monitor, analyse and report on CRM performance metrics, including open rates, click-through rates and conversion, using insights to continuously optimise performance.
• Own the relationship with Klaviyo's Customer Success team, ensuring best practice is adopted, platform capabilities are maximised and strategic recommendations are implemented.
• Maintain CRM data integrity, ensuring customer data is accurate, compliant and aligned with GDPR requirements.
• Partner with regional translation teams to deliver an efficient and scalable localisation process across CRM communications.
• Collaborate cross-functionally with Web, Analytics, DTC, Digital Marketing and Creative teams to deliver integrated customer experiences and commercial objectives.

Knowledge and Experience

To apply you must have/be:

• At least 3+ years in a CRM, email marketing or customer lifecycle role ideally in retail, fashion or sportswear industry.
• Strong understanding of CRM platforms and marketing automation tools.
• Proven track record of working at strategic level to develop and execute innovative digital marketing programs designed to drive performance against KPIs.
• Strong analytical skills with data-driven approach; analytical thinker with a depth of knowledge in managing audience segmentation, insights development, and performance metrics.
• Proven experience with Klaviyo is essential.
• Experience in loyalty programs or referral marketing is beneficial.
• Experience with Figma or similar project management tools.
• Must have excellent communication skills, both written and verbal.
• Essential experience using Adobe Photoshop, GA.
• Ability to travel abroad for certain business-related meetings.

Qualifications and Achievements

• Degree qualified, preferably in a digital marketing-based subject.

This role is based in our Milton Keynes Head Office.