Global CRM Manager - Customer Journeys

For a quarter of a century, the Jellycat family have brought joy, wonder and playful fun to people of all ages, in every part of the world. Utterly original and in a class of their own, they are currently among the most loved and collected toys of their kind. How has this gentle tribe endeared themselves to so many? Perhaps it is their whimsical expressions. Or the deliciously soft fabrics. Or the beautiful way in which they sit in your hand. Whatever it is, there is something magical and unmistakeable about each one of them.

Reporting directly to the Global Senior CRM Manager, this role will play a pivotal role in executing the CRM strategy through developing and scaling our lifecycle and automation engine. You’ll play a lead role in delivering sophisticated highly engaging, data-driven, multi-channel automated communications that elevate the customer experience and drive commercial performance.

This is a brilliant opportunity for someone who loves combining hands-on campaign execution with strategic thinking. You’ll work primarily across email, SMS and DM, partnering closely with Customer Insight, Loyalty and Creative teams to deliver best-in-class customer journeys that move fans from a "lead” to “superfan”.

You'll be;

• Mapping our customer lifecycle.

• Designing and building automated trigger journeys that moves fans through their lifecycle and grows overall CLTV including but not limited to: Recruitment & Nurture: Growing the database with high-quality leads and moving these to active fans. Retention: Increasing customer lifetime value (CLV) by delivering high-value content and messaging at the right point in their lifecycle. Reactivation: Crafting compelling win-back strategies.

• Owning end-to-end CRM campaign execution - from briefing and segmentation through to build, QA, deployment and reporting across email, SMS and DM.

• Utilising our Customer data platform and partnering with customer insight, to deliver smart segmentation and embed data-led optimisation.

• Defining and delivering structured A/B testing programmes and turning insights into measurable performance improvements.

• Monitoring and reporting on key KPIs and provide actionable insights to optimise future strategies.

• Collaborating cross-functionally to deliver seamless, personalised customer experiences.

• Contributing to CRM documentation, reporting and best practice frameworks.

• Staying ahead of industry trends and proactively bringing new ideas to the team.

• Supporting the Senior CRM Manager with ad-hoc requirements.

• Managing multiple projects simultaneously, ensuring all campaigns are deployed on time and to the highest standard within our fast-paced environment.

• Understanding of GDPR, California privacy laws and other impactful regulations in this field.

• Leading and mentoring junior team members, providing guidance and supporting to foster professional growth.

• Collaborating with external agencies and vendors as needed to execute marketing initiatives.

You'll have;

• 4+ years’ hands-on CRM experience using a CDMP (e.g. Bloomreach, Klaviyo, or similar).

• Proven experience building and optimising multi-channel automations, ideally in a retail environment.

• Strong understanding of lifecycle marketing, segmentation and trigger-based journeys.

• Experience running structured testing and optimisation programmes.

• Experience with working in a fast-paced, high-growth collaborative environment.

• Exceptional attention to detail and pride in delivering high-quality work.

• Familiarity with HTML for email and QA best practices.

• Technical ability and you will be able to set up automation flows.

• An analytical focus and will be customer-obsessed.

• A curious mind and you will be experimental and data-driven.

• Strong collaborative skills and you will be excited by cross-functional work.

• The ability to thrives in a fast-paced / high-growth environment.

• The ability to be a proactive self-starter.