CRM & Retention Manager

Quest Search & Selection is currently recruiting for a CRM & Retention Manager, this is a newly created role with responsibility for developing and leading the CRM and retention function. Customer communications are currently managed on an informal basis, creating an opportunity for the successful candidate to take full ownership, implement best practices, and build a strategic, insight-led CRM and customer retention programme from the ground up.

We are partnering with a fast-growing premium fashion women's wear brand based in London. They are recognised for its high-quality, thoughtfully designed products and strong customer focus.

The roles & responsibilities of this CRM & Retention Manager role:

• Take ownership of the existing email marketing programme and evolve it into a sophisticated lifecycle channel using segmentation, automation, and personalisation
• Assess and potentially implement SMS as an additional customer retention channel
• Design and deliver loyalty and referral initiatives to drive customer lifetime value and repeat purchase behaviour
• Own customer insights, reporting, and analysis, using data to continuously optimise performance
• Partner closely with eCommerce and Creative teams to ensure consistent execution across all customer touchpoints

The qualifications of this CRM & Retention Manager role:

• Ideally having 4-6 years' experience in CRM / retention from fashion, beauty, or wider consumer goods
• Experience with Shopify and Klaviyo
• Proven track record of building CRM/retention functions from scratch
• Strong cross-functional collaborator across eCommerce, creative, and commercial teams
• Passion for brand growth, not just channel performance

The benefits for this CRM & Retention Manager role:

• Healthcare
• Pension
• Hybrid working 3 days in office
• Annual leave

An exciting chance to be part of a for a fast-moving business , if you have the right experience for the role ofCRM & Retention Manager, please do apply to reference no. JO-

We request that candidates send their CV as a Microsoft Word document where possible.

Quest Search and Selection is acting as an Employment Agency in relation to this vacancy.