About the Role
Are you an analytical, customer-first marketer ready to take full ownership of a retention engine and build lifecycle journeys from the ground up? Profiles Creative is looking for a Senior CRM Manager to establish and elevate customer relationship strategies in London. Joining on a full-time, permanent basis on-site, you will lead the evolution of customer engagement across retail and e-commerce touch-points. Operating at the intersection of commercial trading and creative storytelling, you will transform raw customer insight into high-performing lifecycle flows, advanced segmentation strategies, and tailored brand experiences that maximise retention and lifetime value.
Responsibilities
•Architect the overarching CRM and retention strategy, driving customer frequency, repeat purchases, and customer lifetime value across digital and retail channels.
•Build, optimise, and monitor end-to-end automated lifecycle flows, including welcome series, post-purchase nurturing, and win-back campaigns.
•Direct the email marketing calendar, coordinating campaign planning, A/B testing frameworks, and conversion optimisation to deliver relevant, on-brand communications.
•Develop dynamic customer segmentation models, leveraging RFM frameworks and behavioural data to unlock deep personalisation.
•Conceptualise, launch, and manage a bespoke VIP and loyalty programme designed to reward top-tier customers and encourage advocacy.
•Partner cross-functionally with e-commerce, retail, and marketing teams to ensure aligned commercial objectives and unified customer communications.
•Hire your own Exec to help with campaign execution.
Requirements
•Ideally at least 4 to 6 years of hands-on CRM and lifecycle marketing experience, ideally within a retail or e-commerce environment.
•Proven technical proficiency with marketing automation and CRM platforms; hands-on expertise using Klaviyo is a benefit.
•Track record of building, testing, and scaling triggered automated email flows and lifecycle journeys.
•Strong background in customer segmentation techniques, especially RFM and behavioural targeting.
•Solid analytical foundation with the ability to interpret customer data, measure retention metrics, and track campaign LTV.
•Exceptional cross-functional collaboration and stakeholder management skills.
Nice to Have
•Prior experience designing, launching, or scaling a brand-new loyalty, retention, or VIP advocacy scheme.
•Experience aligning omni-channel data across physical retail stores and digital platforms.
•Working knowledge of advanced customer analytics tools and data-capture initiatives.
Conditions
£50,000 - £65,000, full-time, permanent basis.
