CRM Manager

Overview

In this role you will support Pandora UK&I’s customer engagement strategy through Email and SMS, driving value, engagement, and retention. You will collaborate across E-commerce, Retail, Marketing and Global teams to coordinate a seamless customer journey. You’ll plan campaigns, optimise lifecycle activity, and provide insights to shape channel strategy and growth. This is a hands-on, cross-functional role in a fast-paced retail environment with a strong focus on personalisation, automation and omnichannel messaging.

Pay / Benefits

• Generous bonus scheme
• Private healthcare
• Lunch on us when in the office
• Early finish Fridays
• 55% employee discount
• 25 days annual leave

Responsibilities

• Support the CRM strategy for UK&I across Email & SMS.
• Build relationships with stakeholders across E-commerce, Retail, Marketing, Merchandising and Global teams.
• Plan campaigns in line with Trading & Marketing calendars and obtain approval.
• Provide initial feedback on newsletters to ensure best practice and test learnings.
• Collaborate with Global Lifecyle team on test plans to optimise lifecycle campaigns.
• Own Email & SMS reporting and deliver insights for channel strategy.
• Develop and execute an optimisation roadmap using segmentation, personalisation, dynamic content, testing and automation.
• Plan activities to grow buying customers and re-engage lapsed customers.
• Analyse customer behaviour and churn to inform segmentation for targeted communications.
• Partner with CDP and stakeholders to deliver AI-driven optimisation and automation improvements.
• Align with wider marketing & ecommerce teams for a seamless customer journey and omni-channel messaging.
• Drive CRM contributions to in-store performance and footfall initiatives.

Key requirements

• CRM or Email Marketing experience with hands-on CDP/ESP
• Strong stakeholder communication across all levels, including Senior Leadership
• Excellent written and verbal English communication
• Strong data-driven analytical skills to translate data into insights
• Experience managing multiple projects in a fast-paced retail environment
• Proactive, enthusiastic, and commercially minded with a passion for CRM & Loyalty
• Experience developing segmentation and personalisation strategies
• Understanding of AI, predictive capabilities and marketing automation in engagement
• Basic understanding of GDPR and E-Privacy laws

• enthusiasm
• positivity
• proactive problem-solving
• CDP/ESP
• Segmentation and personalisation
• AI-driven optimisation

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