Senior CRM Manager
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Location \& working arrangement
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Nuneaton, UK \| Full\-time \| Hybrid working
We offer hybrid working, with an expectation that you'll be present at our Nuneaton Hub a minimum of 2 days per week, typically Monday and Tuesday
Intro
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At Holland \& Barrett, we're helping people take control of their health and wellness through our Back Your Body proposition, making wellness more personal, proactive and accessible for every body.
We're now looking for a commercially driven Senior CRM Manager to lead the next phase of our CRM growth. This is a high\-impact role for someone who knows how to turn customer insight, data and technology into meaningful commercial results.
You'll play a critical role in shaping how we engage millions of customers across email, push, in\-app and personalised digital experiences, balancing short\-term trading performance with long\-term customer value and loyalty growth.
This is an opportunity to influence both digital and store performance, shape future CRM capability and help build a more personalised wellness experience for our customers.
The Role:
- Define and lead the CRM strategy to drive revenue, retention and customer lifetime value
- Own weekly CRM trading performance, identifying opportunities to increase engagement, conversion and frequency
- Lead best\-in\-class CRM execution across email, push notifications, in\-app messaging and personalised web experiences
- Use customer insight and segmentation to deliver more relevant, personalised customer journeys
- Partner closely with Loyalty, Trading, Ecommerce, Analytics, Tech and Digital teams to unlock growth opportunities
- Drive smarter use of CRM and marketing technology, including Braze, CDP capabilities, AI and personalisation tools
- Balance fast\-paced commercial delivery with longer\-term CRM strategy and automation opportunities
- Lead, coach and develop a high\-performing CRM team, creating a culture of pace, accountability and continuous improvement
- Proven CRM leadership experience within a fast\-paced retail or ecommerce environment
- Proven experience owning and delivering against weekly CRM revenue targets within a fast\-paced retail or ecommerce business
- Experience building CRM plans that drive both commercial performance and customer engagement
- Hands\-on experience with Braze or similar CRM platforms, alongside customer data platforms (CDPs)
- Strong understanding of segmentation, lifecycle marketing and personalised customer journeys
- Experience working cross\-functionally with analytics, digital, loyalty and trading teams
- A data\-led mindset with the ability to turn insight into action quickly
- Experience managing and developing teams, with a collaborative and positive leadership style
- Curiosity around emerging technologies, including the use of AI to improve decision\-making and efficiency
Reward:
Annual Bonus of up to 10%
Wellbeing \& Lifestyle Benefits
- Health Cash Plan
- Private Medical Healthcare
- Life Assurance
- Private Virtual GP
- FREE at\-home blood test kit
- Holiday Purchase option
- Pension Contribution
- Access to ‘Wellhub' with gyms, studios and wellbeing apps
- 25% Colleague Discount with FREE Standard Delivery
- Exclusive Discounts from a wide range of partners
- £/€50 Annual Product Allowance to spend in store
- Access to a variety of learning opportunities, including Level 2\-5 Apprenticeships, Workshops and our Digital Learning Library
- AND MORE!
*Holland \& Barrett* *does not accept unsolicited resumes from search firms/recruiters. Please do not forward resumes to our job alias, employees, or any other company location. Holland \& Barrett is not and will not be responsible for any fees if a candidate submitted by a search firm/recruiter unless otherwise agreed with respect to specific open position(s). \#LI\-HYBRID \#LI\-JK2*
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