Global Senior CRM Manager

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.

We are looking for a seasoned Senior CRM Manager to grow, develop and lead our CRM team. The Senior CRM Manager will be responsible for driving CLTV through developing, executing and optimising end-to-end CRM activity across email, SMS, DM and other key channels accross all our global markets.

The ideal candidate will have extensive experience in managing CRM activity in a DTC environment, analysing customer data, and leveraging insights to drive growth. They’ll be comfortable at balancing strategic thinking with an action-oriented mindset and have a deep understanding of DTC customer behaviour and the ability to translate those behaviours and data into actionable plans.

You'll be;

• Planning, owning and executing our CRM activity calendar, ensuring collaboration and alignment with the marketing, trade and growth teams.

• Planning, executing and optimizing multichannel lifecycle automations and use insight to build out new lifecycle strategies to maximize customer retention.

• Our CRM platform business owner and you will utilise that system to ensure it’s used to its fullest potential.

• Maintaining accuracy of all logic and data flowing in and out of the platform, ensuring it effectively captures and analyses data.

• Conducting thorough data analysis to identify trends, opportunities, and areas for continuous improvement.

• Developing and executing test and learn strategies, focusing on learning about our customers and optimising their behaviours.

• Creating targeted marketing campaigns based on customer segmentation and behaviour analysis.

• Collaborating with cross-functional teams including marketing, creative and ecommerce trading to ensure seamless integration and execution.

• Owning CRM reporting across campaigns, automations and channels, including email, SMS and Direct Mail providing insights and recommendations for continuous improvement.

• Staying updated with the latest CRM technologies and best practices to drive innovation and efficiency.

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

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

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

• Adopting a continuous learning mindset through a carefully planned test and learn programme.

• Working cross-functionally to identify opportunities to capture new customer data and grow our contactable base.

You'll have;

• The ability to be analytical and customer-obsessed.

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

• Good collaboration skills and will be excited by cross-functional work.

• Expertise in CRM marketing (email, SMS, segmentation, DM).

• A strong grasp of customer data and how to translate into CRM strategies.

• Deep knowledge of CDMPs (Customer data and Marketing platforms) such as Bloomreach.

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

• A minimum of 7+ years in CRM leadership role within a DTC environment, preferably in retail.

• Team management experience of at least 3 team members.

• The ability to be kind, collaborative and uplifting.

• Strong presentation skills – translating complex data into easily digestible insight.

• Excellent communication and project management skills.

• Strong attention to detail and be able to thrive in a fast-paced / high-growth environment.