Digital CRM Manager – Loyalty & Retention

MS Companies

. Maintain the CRM lifecycle: identifying new opportunities that will support key segments, monitoring existing campaign automations and looking for opportunities to optimise, including identifying opportunities to incorporate additional paid media channels .

Posted 5/19/2026full-timeLondon • 🇬🇧 United KingdomMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Maintain the CRM lifecycle: identifying new opportunities that will support key segments, monitoring existing campaign automations and looking for opportunities to optimise, including identifying opportunities to incorporate additional paid media channels
Manage the D2C International Loyalty program, actively monitoring the platform and reporting suites to ensure promotions are issuing correct and performance is as expected
Work with our data engineering and analytics teams to manage and maintain the requirements for the international customer data set
Support in the development of the contact strategy for the business-as-usual email program; utilising the email engagement segmentation as well transactional and behaviour audience attributes
Work with the CRM Campaign Manager to deliver a customer audience test and learn strategy, supporting the campaign team to deliver against key KPI targets

Requirements

What you’ll need

Advanced CRM & Data-Driven Marketing Expertise – Significant experience delivering insight-led CRM strategies within email marketing platforms such as Salesforce Marketing Cloud, using data to drive targeted, high-impact campaigns
Customer Data & Segmentation Capability – Strong understanding of customer data structures and working with data engineering teams to build a single customer view, enabling sophisticated segmentation and personalisation strategies
Analytical Campaign Optimisation – Proven ability to design and manage automated, triggered campaigns, using data analysis to continuously refine performance and improve engagement and retention outcomes
Performance Measurement & Insight Generation – Highly analytical, with strong experience tracking KPIs, interpreting campaign data, and translating insights into clear, actionable recommendations that drive measurable results
Detail-Oriented & Collaborative Delivery – Meticulous and organised approach with the ability to work independently and partner effectively across teams, ensuring data accuracy and high-quality, insight-led execution

Benefits

Comp & perks

20% colleague discount on all M&S products and many third-party brands for you and someone in your household, available once you’ve completed your probation
Competitive holiday allowance with the option to buy more
Discretionary bonus schemes linked to your performance and ours
Strong pension and life assurance to help plan for the future
Tailored induction and training to support your development from day one
Exclusive perks and savings through our M&S Choices portal
Market-leading family policies, including parental, adoption and neonatal leave
24/7 wellbeing support, including virtual GP access and mental health services
One paid volunteer day a year to support a cause that matters to you

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

CRMdata-driven marketingemail marketingSalesforce Marketing Cloudcustomer data structuressegmentationautomated campaignsdata analysisKPI trackingcampaign optimization

Soft Skills

analyticaldetail-orientedcollaborativemeticulousorganizedindependentpartneringcommunicationproblem-solvinginsight generation