Customer Service & CRM Manager – Retail HO - Milnerton

The Customer experience, CRM and Loyalty Manager is responsible for driving customer retention, loyalty, customer satisfaction and customer engagement across all company brands. The Role oversees CRM, Loyalty, Customer Service, customer insights and customer experience initiatives to improve customer lifetime value, purchase frequency and overall brand advocacy.

Key responsibilities

Customer experience and customer service

CRM and Retention

Loyalty Programme Management

Marketing automation and campaign management

Reporting & Customer insights

Systems and project management

E- Commerce customer journey support

Qualifications

Diploma or degree in Marketing, Business Management, commerce or related

Minimum 5 years experience in CRM, Customer experience, Loyalty

Experience in retail / e commerce

Proven experience in managing CRM platforms, customer data and loyalty programmes

Technical Skills

CRM platforms netcore, Klaviyo or similar

Shopify or woocommerce or similar

Email and SMS marketing platforms

Customer feedback and survey platforms Survey Sparrow or similar

Advanced EXCEL

Power BI, Tableau or Looker Studio

Google analytics advantageous