Job Title: CRM Manager Location: Hybrid (Office-based in Chorley 4 days per week + 1 day hybrid) Reporting To: Head of Marketing Brands: Hedges Direct & Best4Hedging About the Role We’re looking for an experienced, commercially minded CRM Manager to take the lead on customer retention for two leading horticultural brands: Hedges Direct and Best4Hedging. You will be responsible for designing and executing automated email marketing journeys and solus campaigns that speak to our wide customer base, from first-time gardeners to trade professionals. By harnessing segmentation strategies based on customer lifetime value, you’ll deliver personalised, timely communications that enhance engagement and drive repeat purchase. In addition, you’ll support the wider marketing team with social media output during the early stages of the role. Key Responsibilities CRM & Email Marketing • Own the full customer lifecycle marketing strategy across both brands. • Plan, build and optimise automated email programs (e.g. welcome, post-purchase, lapsed) to improve retention and upsell opportunities. • Create and schedule solus email campaigns aligned with trading and content calendars. • Develop segmentation strategies for both B2C and B2B audiences, using data points such as purchase history, recency, frequency, value and customer type. • Champion customer lifetime value (CLV) as a key metric in campaign planning and performance tracking. • Collaborate with ecommerce and trading teams to ensure CRM communications align with stock, promotions and seasonal priorities. • Work with developers and data analysts to ensure CRM platforms are integrated and data flows are accurate and actionable. Analytics & Reporting • Monitor and report on CRM KPIs including open rate, CTR, conversion, retention rate and revenue per send. • Use insights to continually test, learn and optimise subject lines, messaging, creative and timing. • Build reports to highlight customer churn risk, dormant segments and growth opportunities. Social Media Support (Initial Focus) • Assist in planning and scheduling content across Instagram and Facebook during the onboarding phase. • Ensure alignment between CRM and social media messaging for cohesive campaign execution. About You We’re looking for someone who is both creative and analytical, comfortable digging into the data while bringing brand tone and personality to life through engaging communications. You will have: • Proven experience in CRM or email marketing roles, ideally within ecommerce or multi-brand environments. • Hands-on experience with CRM platforms (e.g. Dotdigital or similar). • Strong segmentation and personalisation experience for both B2C and B2B audiences. • A good understanding of retention metrics and customer lifetime value. • Strong copywriting and campaign planning skills. • Comfortable using analytics tools (e.g. GA4, Looker Studio, Power BI, CRM dashboards). • Experience with social media scheduling tools (e.g. Meta Business Suite, Later, Buffer) is a plus. • A proactive attitude, with the ability to work autonomously and as part of a collaborative team. Why Join Us? • Be part of a growing business with a strong reputation and growing customer base. • Have real ownership of the CRM strategy across two established brands. • Work in a flexible, friendly environment where ideas are welcomed and innovation is encouraged. • Competitive salary, staff discount, and opportunities for growth and progression. Ready to help shape the future of customer engagement at Hedges Direct and Best4Hedging? Apply now with your CV and a short covering letter outlining your experience.