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.

Responsibilities

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)

Requirements

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)

Benefits

Competitive salary and holiday allowance; Company performance related bonus; Company bonus scheme; Pension contribution; Exclusive staff discount; 24/7 healthcare appointment support; Hybrid working – 3 days in office & 2 days from home and flex start/finish times; Flexible working; External private employee wellbeing support; Mental wellbeing support; Access to Perkbox; Volunteer days; Team Recognition scheme; Training and Development; Holiday carry-over scheme; Holiday trading; Additional holiday for length of service; Season-ticket travel loan; Cycle to work scheme; Parental Leave support; Generous discounts for you and friends and family