Global CRM Manager – Customer Journeys (Ecommerce)

TL;DR

Global CRM Manager (Ecommerce): Designing and building automated trigger journeys to optimize the customer lifecycle and grow CLTV with an accent on recruitment, retention, and reactivation strategies. Focus on executing multi-channel campaigns across email, SMS, and DM using data-led segmentation and A/B testing.

Location: Hybrid (London) — minimum of three days a week in the office

Company

A global toy company known for creating whimsical, original, and highly collected plush toys loved by people of all ages.

What you will do

• Design and build automated trigger journeys for recruitment, nurture, retention, and reactivation to increase CLV.
• Own end-to-end CRM campaign execution across email, SMS, and DM, from briefing to reporting.
• Utilize the Customer Data Platform (CDP) to deliver smart segmentation and data-led optimization.
• Define and deliver structured A/B testing programs to drive measurable performance improvements.
• Monitor key KPIs and provide actionable insights to optimize future CRM strategies.
• Lead and mentor junior team members to foster their professional growth.

Requirements

• 4+ years of hands-on CRM experience using a CDMP such as Bloomreach, Klaviyo, or similar.
• Proven experience building multi-channel automations, ideally within a retail environment.
• Strong understanding of lifecycle marketing, segmentation, and trigger-based journeys.
• Familiarity with HTML for email and QA best practices.
• Ability to thrive in a fast-paced, high-growth collaborative environment.
• Must be based in or able to commute to the London office at least 3 days per week.

Culture & Benefits

• Hybrid work model promoting a healthy work-life balance.
• Subsidised buffet breakfast and lunch prepared by a private chef team (Mon, Tue, Thu).
• Premium health cover via Vitality, including optical and dental coverage.
• 25 days paid holiday and life insurance at 4x basic salary.
• Salary sacrifice pension scheme with 5% company contribution.
• Active social committee organizing regular events to celebrate team successes.