Customer Relationship Manager

Customer Growth & Loyalty Lead

Central London (Hybrid Working)

Competitive Salary + Benefits

An exciting opportunity has arisen with a leading consumer retail business for an experienced Customer Growth & Loyalty Lead to shape and enhance the customer journey across multiple channels.

This is a high-impact role focused on driving customer engagement, retention and acquisition through a combination of data-driven marketing, customer insight and digital performance strategies. Working closely with senior stakeholders, you will develop long-term initiatives that strengthen customer relationships and support sustainable commercial growth.

Key Responsibilities

• Develop and deliver customer engagement and retention strategies.
• Lead customer lifecycle communications, loyalty initiatives and personalisation programmes.
• Drive customer acquisition across a range of digital channels.
• Use customer insights, analytics and performance data to identify growth opportunities.
• Manage budgets, forecasts and campaign performance against agreed commercial targets.
• Lead and develop a high-performing marketing and customer engagement team.
• Partner with Ecommerce, Commercial, Technology and Customer teams to ensure a consistent customer experience.
• Deliver regular reporting, forecasting and performance analysis.

About You

• Proven experience in digital marketing, CRM, customer engagement or loyalty-focused roles.
• Strong commercial awareness with experience driving revenue growth.
• Experience managing customer data, marketing technology platforms and performance reporting.
• Excellent stakeholder management and communication skills.
• Strong analytical mindset with the ability to translate insight into action.
• Previous experience leading and developing teams.

What's on Offer?

Hybrid working based in Central London

Opportunity to lead strategy and influence business-wide decisions

Exposure to multiple customer growth channels and technologies

Career development within a well-established consumer-facing business

Collaborative, fast-paced and commercially driven environment

This is an excellent opportunity for a commercially minded marketing leader looking to take ownership of customer growth, loyalty and digital engagement within a recognised retail brand.