Customer Relationship Management Manager

"Who We Are Wax London is a fast-growing Menswear brand with ecommerce, retail and wholesale channels. Known for our use of characterful fabrications, we are delivering something different to the menswear market. Due to our exciting growth, we are looking to strengthen our marketing team at our tight-knit head office team in Camden. The Role We’re seeking a commercially minded, data-driven CRM Manager to own and evolve Wax London’s customer retention strategy. This role will be central to driving ecommerce revenue growth by boosting repeat purchase rates, deepening customer engagement, and building loyalty across every customer touchpoint. You’ll design and deliver our multi-year CRM roadmap, ensuring Wax London builds stronger, longer-lasting relationships with our customers. From lifecycle automations to loyalty programs, VIP clienteling to multi-channel campaigns, you’ll play a pivotal role in shaping how we engage with our audience. Permanent | Full Time | Hybrid35 hours per week | Hours 09:30 - 17:30Competitive Salary & Perks including Staff Discount, Health Cash Plan, Summer Hours & Cycle to Work26 Days Annual Leave + Bank Holidays Key Responsibilities1. CRM Strategy & RoadmapDefine and own Wax London’s CRM roadmap across a 1–3 year horizon.Align CRM strategy with ecommerce, retail, and wholesale priorities.Act as the voice of the customer across the business.2. Data & InsightCapture, enrich, and segment customer data (behavioural, transactional, lifestyle, demographic).Provide actionable insights to inform trade, product, and marketing decisions.Define and report on KPIs: repeat purchase rate, RFM, LTV, and loyalty.3. Campaigns & Omnichannel CRMLead multi-channel CRM campaigns across Email, and future touchpoints.Partner with creative teams to deliver personalised and impactful communications.Drive BAU campaigns (segmentation, A/B testing, optimisation) as well as brand storytelling moments.4. Loyalty & Customer ExperienceDesign and manage Wax London’s loyalty program, with focus on engagement, LTV, and premiumisation.Develop VIP and clienteling strategies to nurture top-tier customers.Partner with retail teams to extend CRM beyond ecommerce into store experiences.5. Automation & PersonalisationBuild advanced lifecycle journeys to optimise customer engagement.Use segmentation and predictive analytics to drive hyper-personalised communications.6. Cross-Functional InfluenceCollaborate with brand, product, retail, customer service, logistics, and ecommerce teams.Share insights across the business to ensure customer-centric decision-making.Work closely with external agencies and technology partners. The Ideal Candidate5+ years’ experience in CRM, customer retention, or marketing automation.Proven experience in ecommerce or fast-paced retail, ideally fashion or lifestyle.Track record of increasing repeat purchase rates, LTV, and customer engagement through CRM.Experience designing loyalty programs and running VIP/clienteling activations.Strong technical skills: hands-on with ESP platforms (preferably Klaviyo), A/B testing, segmentation.Analytical thinker with experience in Google Analytics, CRM reporting, and database health monitoring.Comfortable with technical basics (HTML, SQL) to manage and optimise CRM execution.Strong communicator with ability to influence cross-functional stakeholders.Creative mindset with an understanding of design principles for customer communications.Passionate about menswear and the Wax London brand.
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