CRM & Customer Insights Manager

At Joseph Joseph, we are driven by a simple yet powerful belief - that intelligent design has the ability to transform everyday living. We create distinctive, thoughtfully engineered products that not only solve real-world problems but also bring joy, beauty, and functionality to daily life.Headquartered in London, we have grown into one of the world's most admired houseware brands, with a presence in over 100 countries and partnerships with leading department stores, independent retailers, and a rapidly expanding e-commerce business.We are looking for a talented CRM & Customer Insight Manager to join the Ecommerce Team. Reporting directly to the Head of Digital Marketing & CRM, you will also be responsible for the day-to-day management of a CRM Executive.What you will be doing:Oversee the retention strategy to drive customer lifetime value, repeat purchase rate and frequency through a deep understanding of customer behaviour and insight-led decision makingLead the development of
a customer insight function, turning behavioural and transactional data into clear, actionable insights and recommendations for the businessOwn customer segmentation strategy (lifecycle, value, behavioural, affinity) to enable effective targeting and personalisation across all channelsBuild and own a customer measurement framework including LTV, retention, churn, cohort analysis and segment contributionAnalyse the end-to-end customer journey to identify friction points, opportunities and growth leversDeliver regular reporting and insight packs (weekly, monthly, ad hoc) with clear narratives and commercial actionsPartner closely with Ecommerce, Brand, Trading and Product teams to embed customer insight into planning and decision-makingOwn and manage the Email marketing strategy: planning, briefing, A/B testing, reporting and optimisation across campaigns and lifecycle journeysOwn and manage the SMS marketing strategy: planning, testing, reporting, performance optimisation and budget
managementManage and evolve lifecycle programmes across acquisition, onboarding, repeat and reactivationOwn and optimise the loyalty programme, focusing on engagement, incremental revenue and retention impactForecast revenue from New and existing customers and model the impact of retention initiatives to inform budgets and targetsGrow and enrich the customer database, leveraging first-party data strategies across onsite capture, paid media and preference centresEnsure ongoing database management and governance, maintaining data quality and GDPR complianceOwn the CRM and customer insight roadmap, prioritising initiatives based on impact and effort (e.g. personalisation, referrals, testing roadmap)Work closely with Ecommerce, Brand and Digital Design teams on campaign planning and executionManage relationships with key partners (ESP, SMS and Loyalty platforms)Managing and resolving any customer-related queries that may arise directly from your channels (e.g. loyalty queries, email queries,
data deletion requests etc)What we need from you:Analytical mindset and comfortable working with customer data5+ years' experience in a similar CRM roleExperience managing email marketing for a similar sized businessExperience managing a loyalty programme for a similar sized businessCompetent presentation skills and the ability to present to the wider team on a weekly, monthly and ad hoc basisUnderstanding of current GDPR compliance regulationsFamiliarity with standard customer data definitions and building reports based on these (New/Existing, lifecycle stage etc)Experience managing a direct report/sExperience working with CRM and marketing automation platforms, with the ability to quickly adapt to new tools (e.g. Ometria, Klaviyo or similar)What you will get from us:Competitive salary and holiday allowanceCompany performance related bonusHybrid working - 3 days in office & 2 days from home and flex start/finish timesExternal private employee wellbeing support #J-18808-Ljbffr