CRM Manager

About the Role

We’re creating a new CRM Manager role to unlock the next stage of Origin’s growth. This is your opportunity to design and lead a CRM programme from the ground up, setting the strategy, building the customer journey, and delivering measurable revenue growth for our e-commerce channel.

You will own our customer relationship strategy end-to-end, using insight, automation, and creative campaigns to deepen loyalty and increase lifetime value and make CRM a central driver of the e-commerce P&L. Working closely with the Head of E-commerce, marketing and retail teams, you’ll ensure every CRM initiative connects to both commercial targets and brand objectives.

This role can be based from either of our listed locations, or available for remote applications within the UK.

What You’ll Be Doing

CRM strategy & planning

• Develop and implement Origin’s CRM strategy to drive engagement, retention, and customer lifetime value with a direct contribution to e-commerce revenue targets.
• Create multi-channel campaign plans that integrate email, SMS, loyalty, and other owned channels.
• Build and manage customer lifecycle programmes, from acquisition onboarding to reactivation campaigns.
• Align CRM activity with broader marketing, brand and e-commerce trading strategies to maximise impact on the P&L.

Campaign execution & optimisation

• Manage the end-to-end delivery of CRM campaigns, including briefing, build, testing, and deployment.
• Ensure all CRM communications reflect Origin’s tone of voice and brand standards.
• Use customer data to create targeted and personalised experiences that drive action.
• Monitor performance and continuously optimise to improve engagement, conversion rates and revenue contribution.

Data & insight

• Lead customer segmentation, profiling, and targeting to support business and P&L objectives.
• Partner with the Head of E-commerce to maintain data quality, compliance, and actionable insights for trading decisions.
• Analyse campaign and programme results, measuring impact on retention, purchase frequency, and incremental e-commerce revenue.
• Track CRM KPIs, including contribution to e-commerce sales, retention rates, repeat purchase behaviour, and customer lifetime value.

Collaboration & governance

• Work closely with e-commerce, retail, and wholesale teams to align CRM with trading priorities and commercial moments.
• Coordinate with the brand and content teams to ensure messaging consistency across all channels.
• Manage CRM platforms and tools, ensuring optimal use and ongoing development.
• Ensure all CRM activity complies with GDPR and other relevant regulations.

Key Systems & Tools

• CRM & marketing automation: Klaviyo
• Analytics: Google Analytics 4, reporting dashboards,
• E-commerce platform: Shopify
• Customer data management: familiarity with segmentation and audience tools
• Collaboration: Asana, Teams, Slack, Notion

What You’ll Bring

Skills & Experience

• Proven CRM management experience in a retail, e-commerce, or consumer brand environment.
• Strong understanding of customer segmentation, lifecycle marketing, and commercial impact measurement.
• Skilled in using CRM and automation platforms to deliver measurable P&L results.
• Confident working with customer data and able to translate insight into actionable revenue-driving strategies.
• Excellent project management skills with the ability to manage multiple priorities.
• Strong communication skills, with the ability to influence and engage stakeholders.

Values & Mindset

• Commercially driven with a clear focus on how CRM can grow revenue and profitability.
• Customer-first mindset, building long-term relationships that drive loyalty.
• Analytical and data-led, with a commitment to continuous improvement.
• Collaborative, open, and adaptable to change.
• Aligned with Origin’s mission, values, and sustainability commitments.

Everyone is Welcome at Origin

We believe diverse perspectives enrich our culture and creativity. If you’re passionate about coffee and excited by this opportunity, even if you don’t tick every box, we encourage you to apply. Your unique experience could be exactly what we need.

Why Join Us?

At Origin, you’ll be part of a dynamic team that values creativity, sustainability, and collaboration. We’re committed to providing an inclusive and inspiring environment where you can grow professionally and make a meaningful impact. And, of course, you’ll have access to some of the best coffee experiences imaginable.

Ready to elevate Origin’s digital presence and shape the future of speciality coffee? Join us on this exciting journey.