CRM Lead (Retail)

Location: Poland St, London, UK

Company

Frasers Group operates a retail brand ecosystem spanning sports, premium, luxury, fashion, and gaming brands, including hirify.global.

What you will do

• Lead end-to-end CRM campaign planning, activation, optimisation, QA, governance, and reporting across brands, markets, and CRM channels.
• Translate commercial priorities, customer insights, seasonal moments, and brand opportunities into targeted and measurable CRM strategies.
• Advance audience segmentation, personalisation, data enrichment, and coordinated omnichannel activation.
• Scale automated customer lifecycle and high-intent journeys, ensuring appropriate triggers, sequencing, and coordination with campaigns.
• Own CRM deliverability, testing, performance analysis, and recommendations that improve engagement, retention, purchase frequency, and customer lifetime value.
• Support CRM platform migration, collaborate with data and technology teams, and develop strategies for Frasers Plus member acquisition and retention.

Requirements

• Proven senior experience in CRM, customer lifecycle, customer engagement, or retention, with responsibility for strategy and commercial results.
• Strong experience planning, activating, and optimising CRM campaigns across multiple channels.
• Demonstrable experience in customer segmentation, audience strategy, and CRM platforms.
• Experience leading, developing, and motivating teams.
• Strong analytical, data-driven decision-making, stakeholder management, communication, and presentation skills.
• Commercial awareness and the ability to influence senior leaders and cross-functional teams.

Nice to have

• Experience in a high-volume B2C retail and fashion environment.

Culture & Benefits

• Employee recognition programmes linked to company values and performance.
• Head office employees spend one to two days each financial year in a store or warehouse to understand frontline operations and customer impact.
• Free gym classes, discounted gym memberships, and access to physical, financial, and mental wellbeing resources.
• Free access to the Retail Trust wellbeing helpline, counselling, and financial and legal support.

Hiring process

• Shortlisted candidates may confirm key details before a first-stage behavioural interview with the recruiter.
• Successful candidates are expected to complete one or two further technical interviews with the hiring manager or wider team.
• The later stages may include a presentation or practical task.