CRM & VIP Manager

Our Foundation:

Mission:
We shape timeless and functional designs from simple, natural materials to elevate everyday life.

To celebrate the beauty of objects with real, authentic character.

Dignity & Respect | Ownership & Initiative | Commitment to Quality & Craft | Learning & Growth Together.

The CRM & VIP Manager at Simon Pearce is a relationship‑driven strategist responsible for deepening connections with our most valuable customers and strengthening long‑term brand affinity. This role oversees segmentation and personalized outreach initiatives, leads the launch and ongoing optimisation of our loyalty programme, and sets the marketing strategy for our Retail, Trade, and Corporate teams, ensuring cohesive, high‑touch engagement across all channels.

With a strong foundation in analytics and customer insights, the CRM & VIP Manager designs and executes strategies that balance high‑touch service with scalable marketing automation to create a best‑in‑class premium customer experience.

We offer competitive pay and a benefit package that includes medical, dental, and vision coverage, employer paid life & disability, paid time off, 401k retirement plan with employer match, and tuition reimbursement assistance. We also offer exclusive employee discounts on our glass and pottery products and at our restaurant.

• Develop and implement CRM strategies that strengthen relationships with high‑value customer segments and align with overall business objectives
• Own segmentation strategy, ensuring the right customers receive the right communication and experiences at the right time
• Set marketing strategies for Retail, Trade, and Corporate teams, partnering cross‑functionally to integrate CRM, loyalty, and VIP initiatives, ensuring a seamless omni‑channel experience
• Lead the launch and ongoing optimisation of the Simon Pearce loyalty programme, ensuring it drives engagement, retention, and measurable business impact
• Research and evaluate emerging CRM technologies, platforms, and loyalty best practices to enhance programme sophistication and effectiveness

• Design and execute personalised outreach and engagement initiatives across email, SMS, and direct channels
• Develop VIP customer journeys that incorporate exclusive events, experiences, and offers to strengthen affinity and lifetime value
• Partner with Retail, Trade, and Corporate teams to craft and activate marketing efforts that drive clienteling, gifting, and brand storytelling across their respective audiences
• Ensure loyalty and VIP activations reflect Simon Pearce’s premium positioning, heritage, craftsmanship, and commitment to quality

• Establish success metrics for CRM, VIP, and loyalty initiatives and monitor performance across all channels
• Leverage customer data, segmentation insights, and predictive analytics to refine targeting and personalization strategies
• Partner with cross‑functional partners to track ROI, customer lifetime value, and retention performance
• Build dashboards and reporting frameworks to share results and insights with executive and cross‑functional stakeholders

• Serve as the central point of contact for CRM strategy across the organization, ensuring alignment with marketing, commercial, and executive leadership priorities
• Manage relationships with CRM, loyalty, and martech vendors to optimise platform capabilities and service delivery
• Collaborate with retail, corporate & trade leadership to train teams on clienteling best practices, driving adoption of tools and ensuring VIP customers receive consistent, elevated experiences

• Bachelor’s degree in Marketing, Business, or a related field
• Minimum 6 years of experience in CRM, loyalty, or customer engagement roles, ideally in premium or luxury consumer brands
• Proven success designing and executing segmentation‑based marketing strategies and customer journeys
• Strong expertise in CRM platforms and loyalty programme management tools
• Demonstrated ability to translate customer data into actionable insights and…