CRM Manager (FTC)

By living our values - we play to win, customer obsessed, we are one and it starts with me - we deliver That New Look Feeling for our customers and each other. 

THE ROLE

As CRM Manager, you will lead the strategic direction and execution of New Look’s CRM programme, driving customer engagement, acquisition, retention and loyalty through insight-led, cross-channel campaigns.

You will champion a customer-first, data-driven approach, overseeing the delivery and optimisation of CRM activities across email, push notifications and emerging channels.

You will lead, coach and inspire a team of CRM professionals, fostering innovation, testing, and cross-functional collaboration to deliver measurable business impact.

WHATS IN IT FOR YOU

• 40% staff discount plus friends & family discounts throughout the year
• Access to our reward platform for external discount and offers
• Private pension scheme
• Profit related bonus scheme
• Option to join our Healthcare Private Medical Scheme
• Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you
• All employees are covered by our life assurance policy from day one
• Unlock extra leave with our buy more holiday scheme.
• Celebrate YOU! Enjoy an extra paid day off on your birthday each year
• Enhanced maternity, paternity and adoption leave, and shared parental leave.
• Spread the cost of your commute with interest-free season ticket loans
• Do your bit for the environment and save money with our Cycle2Work scheme
• We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust

WHAT YOU’LL BE DOING

CRM Strategy & Planning

• Define and evolve the CRM strategy across acquisition, lifecycle and retention, aligned to business and customer goals.
• Build comprehensive campaign and communication plans with clear KPIs, test and learn agendas and a continuous optimisation focus.
• Partner with analytics, data, brand and commercial teams to integrate segmentation, insights and customer behaviours into planning.

Team Leadership & Development

• Lead and inspire a growing CRM team (including a Senior Executive and Executives), providing clear direction, support, and development plans.
• Foster a high-performing, collaborative culture focused on innovation, testing and delivering results.
• Support career development, mentoring, and succession planning within the team.

Customer-Centric Campaign Management

• Ensure the team is fully leveraging CRM platforms including Emarsys, Kick Dynamics, Adobe and Odicci.
• Drive continuous improvement in automation, personalisation and segmentation capabilities.
• Lead CRM platform strategy in collaboration with IT, data and third-party providers.Oversee end-to-end delivery of targeted and personalised multi-channel CRM campaigns that enhance customer journeys and drive commercial results.
• Ensure flawless execution across email, push and personalised content, with a focus on campaign relevance, creative excellence and brand consistency.

Optimisation & Innovation

• Champion a robust test-and-learn culture across CRM activity – from creative and subject lines to segmentation and frequency.
• Introduce and scale innovative tactics and technologies (e.g. dynamic content, automation, triggers, predictive analytics).
• Stay informed on CRM and MarTech trends, bringing fresh thinking to CRM strategies.

Data, Insight & Reporting

• Own CRM reporting and campaign performance analysis, working closely with the data and analytics team.
• Translate insights into actionable recommendations and inform wider business strategies.
• Monitor key KPIs such as open rates, conversions, customer retention, CLTV and engagement.

Stakeholder Engagement & Collaboration

• Act as the CRM lead with internal stakeholders including brand, performance marketing, eCommerce, trade, analytics, creative, and retail.
• Manage agency and platform partner relationships, ensuring they are delivering maximum value and aligned to objectives.
• Influence senior stakeholders by presenting campaign results, strategic recommendations and business cases.

Platform Management & Technical Oversight

• Ensure the team is fully leveraging CRM platforms including Emarsys, Kick Dynamics, Adobe and Odicci.
• Drive continuous improvement in automation, personalisation and segmentation capabilities.
• Lead CRM platform strategy in collaboration with IT, data and third-party providers

WHO YOU ARE

• 5+ years of CRM experience, with proven success in strategy development, campaign delivery and team leadership.
• Experience in customer acquisition and retention strategies within a fast-paced retail or eCommerce environment.
• Strong understanding of customer data and segmentation, with the ability to translate insight into action.
• Advanced knowledge of CRM tools and platforms (preferably Emarsys or comparable platforms).
• Experience working with personalisation and dynamic content tools such as Kick Dynamics.
• Strong commercial acumen and ability to link CRM activity to business outcomes.
• Excellent communication skills – able to present to senior stakeholders and influence cross-functional teams.
• Highly organised, with strong project management and prioritisation skills.
• Comfortable working with data – able to sense check performance reports and build compelling business cases.
• Proficient in Excel, Google Analytics (or Omniture), and Microsoft Office.
• A strong interest in fashion retail and understanding of the end-to-end customer experience.