CRM & Customer Insights Manager

CRM & Customer Insights Manager At Joseph Joseph, we are driven by a simple yet powerful belief — that intelligent design has the ability to transform everyday living. We create distinctive, thoughtfully engineered products that not only solve real-world problems but also bring joy, beauty, and functionality to daily life. Headquartered in London, we have grown into one of the world’s most admired houseware brands, with a presence in over 100 countries and partnerships with leading department stores, independent retailers, and a rapidly expanding e-commerce business. We are looking for a talented CRM & Customer Insight Manager to join the Ecommerce Team. Reporting directly to the Head of Digital Marketing & CRM, you will also be responsible for the day-to-day management of a CRM Executive. What you will be doing: Oversee the retention strategy to drive customer lifetime value, repeat purchase rate and frequency through a deep understanding of customer behaviour and insight-led decision making Lead the development of a customer insight function, turning behavioural and transactional data into clear, actionable insights and recommendations for the business Own customer segmentation strategy (lifecycle, value, behavioural, affinity) to enable effective targeting and personalisation across all channels Build and own a customer measurement framework including LTV, retention, churn, cohort analysis and segment contribution Analyse the end-to-end customer journey to identify friction points, opportunities and growth levers Deliver regular reporting and insight packs (weekly, monthly, ad hoc) with clear narratives and commercial actions Partner closely with Ecommerce, Brand, Trading and Product teams to embed customer insight into planning and decision-making Own and manage the Email marketing strategy: planning, briefing, A/B testing, reporting and optimisation across campaigns and lifecycle journeys Own and manage the SMS marketing strategy: planning, testing, reporting, performance optimisation and budget management Manage and evolve lifecycle programmes across acquisition, onboarding, repeat and reactivation Own and optimise the loyalty programme, focusing on engagement, incremental revenue and retention impact Forecast revenue from New and existing customers and model the impact of retention initiatives to inform budgets and targets Grow and enrich the customer database, leveraging first-party data strategies across onsite capture, paid media and preference centres Ensure ongoing database management and governance, maintaining data quality and GDPR compliance Own the CRM and customer insight roadmap, prioritising initiatives based on impact and effort (e.g. personalisation, referrals, testing roadmap) Work closely with Ecommerce, Brand and Digital Design teams on campaign planning and execution Manage relationships with key partners (ESP, SMS and Loyalty platforms) Managing and resolving any customer-related queries that may arise directly from your channels (e.g. loyalty queries, email queries, data deletion requests etc) What we need from you: Analytical mindset and comfortable working with customer data 5+ years’ experience in a similar CRM role Experience managing email marketing for a similar sized business Experience managing a loyalty programme for a similar sized business Competent presentation skills and the ability to present to the wider team on a weekly, monthly and ad hoc basis Understanding of current GDPR compliance regulations Familiarity with standard customer data definitions and building reports based on these (New/Existing, lifecycle stage etc) Experience managing a direct report/s Experience working with CRM and marketing automation platforms, with the ability to quickly adapt to new tools (e.g. Ometria, Klaviyo or similar) What you will get from us: Competitive salary and holiday allowance Company performance related bonus A pension contribution An exclusive staff discount 24/7 healthcare appointment support Hybrid working – 3 days in office & 2 days from home and flex start/finish times External private employee wellbeing support Access to Perkbox Volunteer days Team Recognition scheme Training and Development Holiday carry-over scheme Season-ticket travel loan Cycle to work scheme Parental Leave support Team Ecommerce Locations London Remote status Hybrid Life at Joseph Joseph Flexible working Mental wellbeing support Holiday trading Additional holiday for length of service Company bonus scheme Generous discounts for you and friends and family Season ticket loan and cycle-to-work scheme Even more discounts with Perkbox