CRM Manager

Job Description

CRM Manager

£40k - £50k

Hybrid working

Cheshire

Forward Role are working with an e-commerce brand operating in the premium home and lifestyle space. Established for over 15 years, the business has experienced exceptional growth in recent years and is now stepping into an exciting new phase.

Historically sales‑led, the business is now shifting into a more structured, strategically driven organisation, with a strong focus on brand, customer experience, and sustainable growth across channels. This is a unique opportunity to join during a pivotal transformation period and make a big impact quickly.

Leading a CRM team of three within a 12‑strong marketing team, you’ll take full ownership of CRM, shaping the strategy from the ground up while staying hands‑on day‑to‑day. This is a role for a data‑driven CRM Manager who enjoys balancing execution with long‑term thinking.

You’ll own and optimise the email programme, build smart automated lifecycle journeys, and lead the move into SMS and Whats App, working closely with internal teams to drive stronger engagement, retention, and customer lifetime value as the business grows.

• Own and optimise daily CRM activity across email and automated journeys to drive engagement and performance
• Build and improve multi‑channel customer journeys across email, SMS, and Whats App to boost conversion and retention
• Lead Bloomreach campaigns, automations, segmentation, and personalisation while ensuring best‑practice use
• Work closely with Marketing, Creative, E‑commerce, Product teams, and external partners to align CRM with launches and promotions
• Analyse performance, improve deliverability and list health, and turn insights into actions that grow revenue and customer engagement

• 3+ years in CRM, lifecycle, or email marketing with a proven track record of driving revenue and retention
• Hands‑on experience with Bloomreach and building automated journeys, segmentation, and A/B tests
• Strong understanding of SMS and Whats App as part of a multi‑channel lifecycle strategy
• Data‑driven with the ability to interpret insights and turn them into action, plus excellent communication and project skills
• Comfortable in a scaling business with evolving processes and a passion for consumer brands