CRM & Loyalty Manager London | £60-70K | Hybrid (3 days in-office)Fashion | Customer Experience | Growth-Focused My client is an ambitious, design-led fashion start-up based in London, and they're on a mission to create meaningful, memorable customer experiences. As part of the continued growth, they are looking for a CRM & Loyalty Manager to take ownership of how they connect with their customers across email, SMS, loyalty, and in-store journeys. If you're data-driven, creatively-minded, and passionate about lifecycle marketing, this is your chance to shape the future of CRM in a brand with big plans. What You'll Be Doing • Design and launch a customer loyalty programme across online and retail touchpoints • Own and deliver the CRM calendar across email, SMS, push, and WhatsApp • Define a cohesive customer experience strategy from email templates to on-site content • Collaborate with stores and ecommerce to deliver a single customer view • Build smart segmentation, test-and-learn frameworks, and automation strategies • Work cross-functionally with brand, marketing, ecommerce, retail and tech teams • Oversee internal and external resources, including agencies and tech partners • Champion CRM best practices, compliance, and responsible data usage • Build and maintain performance dashboards to track KPIs and lifetime value (LTV) Campaigns, Strategy & Reporting • Deliver high-performing campaigns aligned with brand tone and product moments • A/B and multivariate testing of subject lines, creative, and send times • Own segmentation, triggers, and personalisation across channels • Monitor performance, campaign ROI, and guest lifecycle analytics • Create insightful reports that influence company-wide decision-making About You • 5+ years in CRM, email, and loyalty marketing, ideally in fashion, beauty or lifestyle • Proven experience leading multi-channel CRM strategies that deliver both emotional and commercial results • Deeply guest-centric: you think in journeys, not just campaigns • Hands-on with tools like Emarsys, Shopify, and NewStore • Strategic thinker with strong execution skills - equally comfortable building emails or presenting to senior stakeholders • Confident managing budgets, agencies, and a growing team • Excited by a high-growth environment and the opportunity to make a real impact What's in it for you? • £60,000-£70,000 base salary (DOE) • Hybrid working - 3 days per week in our vibrant London studio • Big ownership, small egos: you'll shape the future of our customer experience • Opportunity to work closely with creative, product and retail teams • Perks, product discounts, and the energy of an entrepreneurial, mission-led brand RSG Plc is acting as an Employment Agency in relation to this vacancy.