CRM Manager

Job Description

Location | Head Office, Kingly St, London

Workplace Type | Hybrid (2 Days WFH)

Contract | Full Time

We’re looking for a CRM Manager to lead and deliver a best-in-class CRM strategy for Russell & Bromley. In this role, you will be responsible for driving customer acquisition, improving retention, and fostering long-term customer advocacy. Working closely with the Head of Marketing, you will leverage customer insights and CRM expertise to create an omni-channel strategy that spans across all touchpoints. This is an exciting opportunity to play a key role in driving engagement, loyalty, and revenue growth.

About the Company

Russell & Bromley is the destination luxury fashion footwear & accessories brand for the everyday. A leading force in British fashion with over 40 stores operating across the UK and Ireland.

Combining European craftsmanship with a British glint in the eye, Russell & Bromley offers iconic style and on-trend design that empowers people to feel exceptional every day.

Founded in Lewes in 1880, borne from a love story between Albion Russell’s daughter, Elizabeth, and George Bromley, today the business remains family-owned, operated, and proudly independent.

The Russell & Bromley business is entering an exciting period of growth with Vision 2030, an ambitious five-year roadmap to fuel our future success, under the leadership of CEO Andrew Bromley. Strategic actions include a commitment to brand and product transformation, continued growth of our UK & IRE retail footprint, and accelerated international expansion. This is an exciting opportunity to join us at a key inflection point in the business, coinciding with the launch of our first seasonal collection with new Creative Director, Daniel Beardsworth-Shaw, and the relocation of our Global HQ to Kingly St. W1 in the heart of Soho. This will now be home to our in-house design, creative, and product studios. Do you want to be part of our next chapter?

About the Role

• Own and execute the cross-channel CRM strategy, including measurement and reporting. Deliver targeted CRM campaigns (currently email-first) to drive customer success.
• Collaborate with cross-functional teams (marketing, e-commerce, retail, IT) to develop and implement CRM campaigns that support business goals from acquisition to loyalty.
• Work with platforms such as Emarsys, SAP, D365, Wunderkind, and GA to track data and inform decisions across all stages of the customer journey.
• Be the authority on customer and engagement health, providing ongoing insights and performance updates to the business.
• Full accountability for Russell & Bromley’s email channel, including strategic planning, segmentation, deployment, and performance measurement. Supported by digital marketing and content teams to design, build, and deploy weekly emails.
• Manage and monitor the Russell & Bromley loyalty program in partnership with the Head of Marketing.
• Direct line management of a Data Analyst.
• Forge a culture of customer-centricity, educating and informing business functions to drive strategic decisions.
• Direct management of 2 agencies, and collaborate with our media agency

About You

• Minimum of 4 years’ experience in CRM, ideally in a fashion/retail business.
• Proven experience with CRM campaign management and optimization.
• Strong track record with CRM software and analytics.
• Expertise in customer data & analytics with the ability to translate insights into actionable business decisions.
• Commercial and trade-focused mindset.
• Excellent communication skills with the ability to influence and inform key stakeholder decisions.
• Highly organized with the ability to balance day-to-day operations with long-term strategic projects.
• Experience with working with internal data servers (such as D365) and external CRM platforms (Emarsys, Wunderkind).
• Operational understanding of web platforms (Oracle/Salesforce/Shopify).

Due to the high volume of applications, we regret that we will only be able to contact successful candidates within two weeks.