CRM and Retention Manager

We’re looking for a strategic and results-driven CRM and Retention Manager to design, implement, and optimise initiatives that strengthen customer relationships and drive long-term engagement. You’ll be responsible for developing and refining strategies that boost retention, increase lifetime value, and deliver personalised experiences across all touchpoints. You’ll own the growth and performance of our email and SMS channels, driving lead acquisition, revenue contribution, and lifetime value through best-in-class CRM and lifecycle strategies. You’ll combine creativity with data-driven insights to deepen customer engagement, elevate retention, and maximise lifetime value — ensuring every communication and interaction reflects the promise of City Chic. Here’s what you’ll be doing (and loving every minute of it): What You’ll Own Segmentation Strategy: Lead CRM planning and lifecycle communications, driving engagement and revenue across email and SMS. Email & SMS Channel Growth: Take full accountability for email and SMS list growth, health, and monetisation, developing strategies that grow qualified leads, increase frequency, and maximise revenue and ROI. Make Data Your BFF : Dive into insights to understand what makes our customers tick, then use that knowledge to create magic that drives revenue and results Develop & Execute Strategy: Design comprehensive automated journeys that align with business objectives and customer needs Drive Insights: Analyse customer behaviour, program performance, and market trends to optimise engagement and ROI Cross-Functional Collaboration: Work closely with marketing, CX, product teams to deliver seamless customer experiences Loyalty Management: Oversee day-to-day operations of our loyalty program, member communications, and reward fulfilment processes Stakeholder Reporting: Present performance metrics and strategic recommendations to senior leadership What Success Looks Like Strong, sustainable growth in email and SMS leads and revenue contribution. Build effective segmentation and communication plans to strengthen customer connection. Deliver clear, actionable reporting on CRM and performance metrics. Drive increased member participation, retention, and lifetime value through data-led strategies. Embed loyalty and CRM initiatives into broader marketing and eCommerce campaigns. Continuously optimise lifecycle communications to maximise engagement and ROI. A thriving community of loyal insiders who can’t get enough of City Chic. What You Bring to the Table 5+ years of experience in CRM or Digital Marketing/eCommerce (bonus points if it’s in retail, fashion, or lifestyle). Hands-on experience with email marketing platforms and data segmentation and reporting tools A knack for balancing ideas and insights with commercial smarts—you know how to delight customers while delivering ROI. Stellar project management skills and the ability to juggle multiple priorities like a pro. A love for data and the ability to turn insights into action. Who You Are Customer-Obsessed: You get what makes people tick and know how to build emotional connections. Trade Driven: You understand how to drive commercial decisions that drive profitable revenue A Natural Connector: You thrive on collaboration and know how to bring people together to make things happen. Innovative & Adaptive: You’re always looking for new ways to surprise and delight, and you’re not afraid to pivot when needed. Positive & Resilient: You bring good vibes and a can-do attitude, even when the going gets tough. #J-18808-Ljbffr