CRM Manager London H/F

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CRM Manager London H/F

Overview of the role

The CRM Manager is responsible for implementing the CRM strategy; supporting the execution of loyalty programs and setting up new CRM campaigns to generate revenue.

Reporting to the Digital Marketing & CRM Director, the CRM Manager will play a key role to provide clients’ world class experience while automating CRM campaigns.

Main duties and responsibilities:

  • Use the internal CRM tool to set up and automatize CRM campaigns through multiple channels
  • Develop dynamic HTML email templates including data from the client database and other sources
  • Understand the overall CRM architecture to check the coherence of data coming from the different systems
  • Take ownership of existing CRM programs in place, ensure their execution and propose further improvements
  • Create specific CRM programs to limit the attrition rate and reactivate lapsed clients
  • Send timely email campaigns to help departments target their clients
  • Develop and implement a test and learn strategy including setting objectives, developing test plans and tracking results to further drive additional engagement and business
  • Create relevant dashboards to provide regular status, results with defined KPIs and updates on the CRM campaigns efficiency
  • Find CRM best practices in the luxury, art and auction world to propose new innovative and creative ideas and services, CRM programs and technologies


  • Educated to degree Level with a technical background
  • 3 – 5 years’ experience of working in CRM functions
  • HTML and CSS knowledge are essential. Liquid language would be a plus
  • Technical knowledge of CRM systems, sites tagging, APIs
  • Extensive business experience with analytical skills
  • A balance of strategic, analytical and innovative thinking
  • Team player with strong interpersonal skills
  • Excellent communication (verbal and written)
  • Computer skills including CRM and emailing tools, Outlook, Word, Excel, Powerpoint
  • Previous experiences in luxury European language would be a plus