CRM Manager Gear4music is one of the world’s largest and fastest-growing music retailers, with a global presence across Europe and beyond. Founded in 2003, our mission is simple: to make buying and playing musical instruments easy and affordable for musicians at every level. We now offer over 63,000 products to customers in 190 countries via 20 localised websites and operate with around 500 employees across five countries. In 2022, we acquired AV.com, expanding into home cinema, HiFi, and accessories. At Gear4music, we’re passionate about empowering people to make music—and that starts with our team. Gear4Music recently employed a new Marketing Director and selected a market leading Customer Engagement Platform to support the new phase of business growth. We’re now hiring a strategic and driven CRM Manager to help shape our global CRM strategy, implement a market-leading engagement platform, and drive customer loyalty at scale. Why join Gear4Music? • A High-Impact Role: Play a central role in shaping our CRM strategy and lead the implementation of a leading customer engagement platform across a major eCommerce brand. • Global Experience: Learn how to market across the globe, running both localised & international campaigns. • Cross-Functional Exposure: Collaborate closely with teams across marketing, purchasing, product, technology and customer service. • Room to Grow: You’ll have the autonomy to make things happen, the support to do it well, and the opportunity to develop into a strategic CRM leader as the platform and team evolve. • Hybrid Working: Based in our York HQ, with hybrid working options. What you’ll be doing Lead CRM Strategy & Implementation: Work closely with the Head of Product Marketing and Marketing Director to develop and deliver a clear CRM strategy that drives customer retention, engagement and long-term value across 20+ global markets. Implement and Scale Customer Engagement Platform: Own the end-to-end implementation of a market leading customer engagement platform, working closely with our internal tech team. From platform onboarding and configuration to testing, training and go-live, you’ll ensure it lands smoothly and scales effectively. Cross-Functional Collaboration: Partner with stakeholders across purchasing, marketing, technology and customer service to create seamless personalised and data-driven customer journeys that reflect our brand and commercial priorities. Build & Optimise Lifecycle Campaigns: Design and optimise multi-stage automated customer journeys—welcome, post-purchase, trade-in, win-back and more—that engage, convert, and retain. Champion Data, Segmentation & Personalisation: Champion customer data as a growth lever. Define segmentation strategies and leverage insights to deliver more relevant, timely and personalised communications. Test, Learn, and Optimise Performance: Establish a clear framework for CRM experimentation and continuous improvement, reporting on key performance metrics and sharing learnings across teams. We’d love to meet someone with: • Experience managing and evolving a CRM strategy within a high-growth eCommerce or retail environment. • Strong understanding of customer lifecycle marketing, journey mapping and retention tactics. • Data-literate and confident working with segmentation, behavioural triggers and performance dashboards. • Familiarity with HTML/CSS for email builds is a bonus (but not essential). • Great stakeholder management skills—collaborative, commercially minded and customer focused. • Naturally curious and proactive—able to turn data and insight into action. Your impact will be measured by: • Growth in repeat purchase rate and customer lifetime value (CLTV) • Engagement rates across automated lifecycle campaigns • CRM-driven revenue contribution • Platform implementation timelines and adoption success metrics • Customer satisfaction and churn rates in CRM cohorts Benefits package: Alongside the benefit of working with a fantastic bunch of talented people, we are committed to providing a well-rounded benefits package that includes development opportunities and support for your wellbeing: • Generous discount scheme across our full range of music and home entertainment products. • Employee Assistance Programme, offering 24/7 caring & compassionate support across a wide range of areas. • Access to 30 qualified Mental Health First Aiders across the business, demonstrating our commitment to prioritising mental health & wellbeing support as a ‘Mindful Employer’. • Free car parking and electric charging points. • Our modern office space features an onsite café and bar where we hold regular social events. • A relaxed dress code. • Onsite gym and physio with subsidised sessions. • Plus, the following: employee referral scheme, employer pension scheme, corporate eyecare vouchers, cycle to work scheme, company sick pay scheme, enhanced maternity, paternity & adoption pay, annual flu vaccinations. • We have an open, collaborative, and friendly culture, and offer a supportive learning environment for people to grow and develop a career with us.