CRM & Loyalty Manager | DTC & B2B | West Midlands | Competitive Salary + BenefitsZachary Daniels Recruitment are partnering with a nationally recognised, customer led business investing heavily in loyalty and customer engagement. This is an exciting opportunity to take ownership of CRM, loyalty and customer engagement strategy within a business that is investing heavily in customer retention, lifetime value and loyalty as key drivers of future growth.Reporting into the Head of Customer & Loyalty, the CRM & Loyalty Manager will play a pivotal role in shaping how the brand connects with customers across both digital and in-store channels. This role is ideal for someone who wants real ownership, enjoys working with autonomy and is passionate about creating loyalty strategies that deliver measurable commercial impact.This is a high visibility opportunity for a CRM & Loyalty Manager looking to make a genuine mark and build something meaningful.The CRM & Loyalty Manager will lead the delivery of CRM and loyalty strategy across the full customer lifecycle, driving stronger engagement, repeat purchase and long term value.This is a hands on role where you will combine strategic thinking with execution, owning campaigns, evolving the loyalty proposition and using customer insight to improve performance.The CRM & Loyalty Manager will have the freedom to shape ideas, test initiatives and influence the wider customer agenda.Key ResponsibilitiesDefine and deliver the CRM strategy across acquisition, onboarding, engagement, retention and reactivationPlan, execute and optimise CRM campaigns across email, SMS and other direct communication channelsLead segmentation and personalisation strategies to create relevant and high performing customer communicationsOwn the development and ongoing optimisation of the loyalty programme, including rewards, benefits and partner opportunitiesDrive customer engagement, frequency and lifetime value through loyalty led initiativesDesign and improve customer journeys across both digital and in-store touchpointsUse data, testing and customer insight to continuously improve campaign and programme performanceWork closely with analytics teams to track key metrics and identify growth opportunitiesCollaborate with marketing, ecommerce, digital and technology teams to deliver joined up customer initiativesLead and develop a small CRM and campaign delivery teamReport on campaign performance, loyalty engagement and commercial contribution to senior stakeholdersAbout YouStrong background in CRM, loyalty or customer engagement within a retail or customer led businessPassion for loyalty strategy and creating propositions that genuinely engage customersHands on experience managing CRM platforms and lifecycle marketing campaignsTrack record of improving retention, repeat purchase and customer value through loyalty or CRM initiativesHighly data driven, comfortable using insight, testing and segmentation to improve resultsCommercially aware with a clear understanding of how loyalty drives revenue and growthConfident working autonomously and taking ownership of key initiativesStrong stakeholder management skills with the ability to influence across multiple teamsA proactive, hands on leader who enjoys both strategy and deliveryThrives in a fast paced environment with plenty of opportunity to make an impactWhy ApplyRare opportunity to take ownership of CRM and loyalty within a growing retail businessPlay a visible role in shaping customer engagement strategy and commercial growthJoin a business investing in loyalty, retention and customer experienceAutonomy and support to build meaningful initiatives with real impactStrong career opportunity for someone looking to elevate their profileCompetitive salary and benefits packageApply today to find out more and be considered.BH35679JBRP1_UKTJ