CRM & Loyalty Manager (Ecommerce)

TL;DR

CRM & Loyalty Manager (Ecommerce): Managing and executing the end-to-end CRM strategy across email, SMS, and direct mail channels with an accent on customer engagement, retention, and lifetime value. Focus on building automated lifecycle journeys, segmenting audiences using behavioral data, and optimizing campaign performance through A/B testing.

Location: Hybrid in London (3 days in office at Ladbroke Grove, 2 days remote)

Company

hirify.global is a leading premium furniture and homeware brand in the UK that creates comfortable sofas, beds, and home accessories.

What you will do

• Own and execute the end-to-end email marketing strategy, including BAU campaigns, automated journeys, and lifecycle communications.
• Develop and grow the SMS channel to support product launches, promotions, and customer retention initiatives.
• Plan and execute data-led direct mail and door drop campaigns to drive customer acquisition and loyalty.
• Segment audiences using behavioral, transactional, and demographic data to deliver highly personalized communications.
• Manage and optimize CRM tools and platforms, specifically Ometria and Attentive, while tracking retention budgets.
• Monitor campaign KPIs and perform continuous A/B testing across messaging, design, and targeting to improve ROI.

Requirements

• 5+ years of experience in CRM, retention, or loyalty marketing, ideally within retail or ecommerce.
• Hands-on experience with CRM platforms including Ometria and Attentive.
• Strong understanding of customer lifecycle marketing, retention strategies, and segmentation.
• Excellent analytical skills to interpret data and translate insights into actionable campaigns.
• Solid understanding of GDPR and data protection best practices.
• Must be based in or able to work hybrid from the London office (3 days per week).

Culture & Benefits

• 25 days holiday (increasing by 1 day annually for 3 years) plus 8 bank holidays.
• Enhanced family leave policy and healthcare cash plan.
• Life Assurance (4 times annual salary) and EAP programme.
• Generous staff, friends, and family discount scheme.
• Practical perks including a cycle to work scheme and half a day for Christmas shopping.