Global CRM Manager – Customer Journeys

Jellycat

Join Jellycat as a Global CRM Manager shaping customer journeys across multi-channel campaigns while enhancing customer experiences and driving commercial performance.

Posted 4/30/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Help shape end-to-end customer journeys across multi-channel campaigns
Play a pivotal role in executing the CRM strategy through developing and scaling our lifecycle and automation engine.
Deliver sophisticated highly engaging, data-driven, multi-channel automated communications that elevate the customer experience and drive commercial performance.
Map our customer lifecycle.
Design and build automated trigger journeys that moves fans through their lifecycle and grows overall CLTV.
Own end-to-end CRM campaign execution - from briefing and segmentation through to build, QA, deployment and reporting across email, SMS and DM.
Utilise our Customer data platform and partner with customer insight.
Define and deliver structured A/B testing programmes and turn insights into measurable performance improvements.
Monitor and report on key KPIs and provide actionable insights.
Collaborate cross-functionally to deliver seamless, personalised customer experiences.
Contribute to CRM documentation, reporting and best practice frameworks.
Stay ahead of industry trends and proactively bring new ideas to the team.
Support the Senior CRM Manager with ad-hoc requirements.
Manage multiple projects simultaneously.

Requirements

What you’ll need

4+ years’ hands-on CRM experience using a CDMP (e.g. Bloomreach, Klaviyo, or similar)
Proven experience building and optimising multi-channel automations, ideally in a retail environment.
Strong understanding of lifecycle marketing, segmentation and trigger-based journeys.
Experience running structured testing and optimisation programmes.
Experience with working in a fast-paced, high-growth collaborative environment.
Exceptional attention to detail and pride in delivering high-quality work.
Familiarity with HTML for email and QA best practices.
Technical ability and able to set up automation flows.
Analytical focus and customer-obsessed.
Curious mind, experimental and data-driven.
Strong collaborative skills and excited by cross-functional work.
Ability to thrive in a fast-paced / high-growth environment.
Ability to be a proactive self-starter.

Benefits

Comp & perks

Discretionary Bonus Scheme
Private Medical Insurance
Group Life Cover
25 days paid holiday
Hybrid working
Employee Assistance Program
Private Chef!
Regular social & team events
Contributory Pension Scheme

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

CRMmulti-channel automationlifecycle marketingsegmentationA/B testingHTMLautomation flowsdata-driven communicationscustomer data platformKPI monitoring

Soft Skills

attention to detailcollaborative skillsproactive self-starteranalytical focuscustomer-obsessedcurious mindexperimental mindsethigh-quality workability to manage multiple projectsability to thrive in fast-paced environment