CRM, Customer Insights Manager

Joseph Joseph Ltd

CRM & Customer Insights Manager at Joseph Joseph overseeing customer retention and insights strategy. Engaging in email and SMS marketing for enhanced customer loyalty.

Posted 7/11/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Oversee the retention strategy to drive customer lifetime value, repeat purchase rate and frequency through a deep understanding of customer behaviour and insight-led decision making
Lead the development of a customer insight function, turning behavioural and transactional data into clear, actionable insights and recommendations for the business
Own customer segmentation strategy (lifecycle, value, behavioural, affinity) to enable effective targeting and personalisation across all channels
Build and own a customer measurement framework including LTV, retention, churn, cohort analysis and segment contribution
Analyse the end-to-end customer journey to identify friction points, opportunities and growth levers
Deliver regular reporting and insight packs (weekly, monthly, ad hoc) with clear narratives and commercial actions
Partner closely with Ecommerce, Brand, Trading and Product teams to embed customer insight into planning and decision-making
Own and manage the Email marketing strategy: planning, briefing, A/B testing, reporting and optimisation across campaigns and lifecycle journeys
Own and manage the SMS marketing strategy: planning, testing, reporting, performance optimisation and budget management
Manage and evolve lifecycle programmes across acquisition, onboarding, repeat and reactivation
Own and optimise the loyalty programme, focusing on engagement, incremental revenue and retention impact
Forecast revenue from New and existing customers and model the impact of retention initiatives to inform budgets and targets
Grow and enrich the customer database, leveraging first-party data strategies across onsite capture, paid media and preference centres
Ensure ongoing database management and governance, maintaining data quality and GDPR compliance
Own the CRM and customer insight roadmap, prioritising initiatives based on impact and effort (e.g. personalisation, referrals, testing roadmap)
Work closely with Ecommerce, Brand and Digital Design teams on campaign planning and execution
Manage relationships with key partners (ESP, SMS and Loyalty platforms)
Managing and resolving any customer-related queries that may arise directly from your channels (e.g. loyalty queries, email queries, data deletion requests etc)

Requirements

What you’ll need

Analytical mindset and comfortable working with customer data
5+ years’ experience in a similar CRM role
Experience managing email marketing for a similar sized business
Experience managing a loyalty programme for a similar sized business
Competent presentation skills and the ability to present to the wider team on a weekly, monthly and ad hoc basis
Understanding of current GDPR compliance regulations
Familiarity with standard customer data definitions and building reports based on these (New/Existing, lifecycle stage etc)
Experience managing a direct report/s
Experience working with CRM and marketing automation platforms, with the ability to quickly adapt to new tools (e.g. Ometria, Klaviyo or similar)

Benefits

Comp & perks

Competitive salary and holiday allowance
Company performance related bonus
A pension contribution
An exclusive staff discount
24/7 healthcare appointment support
Hybrid working – 3 days in office & 2 days from home and flex start/finish times
External private employee wellbeing support
Access to Perkbox
Volunteer days
Team Recognition scheme
Training and Development
Holiday carry-over scheme
Season-ticket travel loan
Cycle to work scheme
Parental Leave support

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Customer SegmentationCohort AnalysisCustomer Journey AnalysisReporting and Insight GenerationA/B TestingLifecycle Programme ManagementData Quality ManagementForecasting RevenueCustomer Database ManagementAnalytical Mindset

Soft Skills

Presentation SkillsInterpersonal SkillsProblem-Solving