CRM Manager

Kurt Geiger | About Us


We are an inclusive, creative footwear and accessories brand powered by kindness. We want to empower our talent to be confident and true to themselves, the London way. London is our home, our heartbeat, and we draw inspiration from the energy and spirit of the city, its diversity and creativity. For over fifty years our team of in-house shoe and accessory designers have been creating authentic, distinctive designs from our London headquarters. The rainbow is our signature. It represents the good energy and love we have for our community and the many ways we collectively express our individual style.

We Are One: For Love | For Diversity | For Change | For Equality | For Kindness | For Freedom | For Unity Against Racism

Kurt Geiger Digital

Kurt Geiger’s Digital Team is a leading edge, multichannel, global, fully integrated function within the business. We have built an inclusive and diverse team that operates across 4 layers of the Business: Back End Systems and Engineering; Platforms; Marketing; Customer Service. Our in-house team of over 100 Digital experts are augmented with expertise from partners across the globe to deliver the very best in Retail Technology with a firm eye on the future. We operate in a fully Agile, fast paced environment, with a strong focus on individual leadership talent and development through an integrated Excellency Framework to ensure every member of the team develops the very best leadership development for themselves whilst delivering business objectives in line with growing our Global Digital Brands. We have invested over £12m over the last few years, during the pandemic, in our Technology to future proof both our infrastructure and our thought leadership to put Technology at the heart of our Global Growth Strategy.

The Role

We are seeking a strategic and customer-centric CRM Manager with proven experience to join our dynamic team. Our key focus is to increase frequency and lifetime value by leveraging customer insight and trends to deliver relevant personalisation, collaborating with Paid Marketing to maximise impact across all touchpoints. The CRM Manager will be responsible for developing and implementing our email, SMS and app retention strategy across multiple sites, while managing one direct report (CRM Coordinator). Reporting into the Global Retention Lead, this role requires a strategic leader with strong CRM expertise, the ability to balance strategic retention goals with day-to-day trade demands, and a passion for data-driven insight.

Requirements

• Develop informed strategic customer-focused initiatives to drive retention goals forward, while managing operational campaign delivery seamlessly
• Utilise CRM analytics platforms to monitor campaign performance, track key retention KPIs, and present strategic insights and recommendations to senior stakeholders and cross-functional teams
• Leverage customer insights and behavioural data to create targeted segmentation strategies and deliver personalised experiences at scale
• Lead strategic utilisation of our Customer Engagement Platform (Braze) to optimise campaign delivery, automation workflows, and customer journey mapping
• Leading the planning of email, SMS and push notification schedules, managed by the CRM Coordinator alongside internal stakeholders, ensuring alignment with broader business objectives
• Stay at the forefront of CRM trends and innovations, ensuring compliance with new regulations and identifying strategic opportunities for the business
• Champion customer-centric thinking across the organisation and influence stakeholders to adopt retention-focused strategies
• Provide strategic leadership and inspiring mentorship to CRM Coordinator

Person

• Previous experience in a CRM role, preferably within the retail or fashion industry
• Customer-focused, strategic mindset, with the ability to balance long-term retention goals with immediate operational needs
• Advanced understanding of CRM campaign and retention KPI's, with the ability to analyse and articulate complex insights to senior stakeholders
• Advanced proficiency in data analysis and reporting tools such as Google Analytics, Tableau and Excel
• Strategic problem-solver with hands-on approach when needed, able to move between strategic planning and operational execution
• Excellent strategic communication and stakeholder management skills, with proven project management capabilities
• Proven leadership and people management skills with experience leading and inspiring junior team members
• Ability to work independently and lead teams within fast-paced environments
• Nice to have: Experience in Braze is a plus but not essential

Benefits

• Free 24 hour virtual GP access
• Summer hours - 3pm Friday Finish
• Payday half days throughout the year
• Enviable discounted products
• Harrods discount
• Sample sales
• Gym discounts
• Enhanced pension scheme including life assurance

Our Culture

We’re an energic fast-paced brand that embraces progress and strives for innovation. Hard work is rewarded with new opportunities at every level and kindness is celebrated in everything we do. Our summer working hours accommodate a healthy work life balance. Wellbeing is important to our working culture, which is why we nurture a friendly environment for talent to thrive in, alongside a vibrant social community.