About Us

Club L London is the next-generation online fashion retailer for the forward-thinking woman. Conceptualised and crafted in-house and abroad, we specialise in accessible luxury and designs of unrivalled quality that flatter all figures.

From prom to occasion, maternity, bridal, and beyond, we deliver an elevated shopping experience that connects our global community of trend-setting consumers, influencers, and content creators with fresh collections dropping weekly. 

The Role

The CRM Manager will drive the execution of the global CRM strategy across email, app, WhatsApp, and key customer touchpoints, increasing engagement, retention, and lifetime value across all markets. This 12 month fixed-term contract will play a critical part in revenue growth by placing customer insight and relevance at the heart of the brand’s digital and commercial strategy.

Working collaboratively with the CRM lead and in close partnership with the Head of Marketing, you will define the CRM vision and roadmap, building scalable lifecycle, retention, personalisation, and loyalty strategies that deliver measurable commercial results. You will work cross-functionally to influence stakeholders, champion best practice, and continuously evolve the CRM function to support international growth.

Key Responsibilities

· Drive the global CRM strategy, aligning email, app, WhatsApp, and loyalty objectives with broader business, brand, and commercial goals.

· Evolve the global loyalty program, creating strategies that drive engagement, repeat purchase, and long-term customer value.

· Shape the CRM and App roadmap, balancing trading activity, lifecycle communications, and long-term customer value growth in partnership with key stakeholders.

· Plan and deliver insight-led, customer-centric CRM campaigns across email, app (push and in-app), and WhatsApp in line with the global trading calendar and developed collaboratively with the CRM and Creative teams.

· Drive App engagement through acquisition, activation, retention, push notifications, in-app messaging, and exclusive experiences.

· Develop customer acquisition strategies across CRM channels, maximising opt-in, engagement, and long-term value.

· Implement advanced segmentation, personalisation, and lifecycle strategies to boost engagement, repeat purchase, and lifetime value supported by the data & marketing teams.

· Support the monitoring of all KPIs across all CRM channels, using data and insight to inform strategy and optimise performance.

· Champion retention and reactivation strategies, improving performance across the full customer journey.

· Work closely with Customer Service team to support customer communications, ensuring CRM messaging is aligned, timely, and enhances the overall customer experience.

· Collaborate closely with Ecommerce, Trading, Creative, Data, Product, and Tech teams to align CRM initiatives with wider business priorities.

· Drive innovation in CRM and App, staying ahead of industry trends, platforms, and technologies.

· Build and mentor the CRM team, fostering high performance, accountability, and continuous improvement.

About You

· Proven experience in a senior CRM leadership role, ideally within fashion, retail, or e-commerce, with clear ownership of CRM strategy and commercial outcomes.

· Demonstrable experience building, managing, and scaling multi-channel CRM programmes, including email, app (push and in-app), WhatsApp, lifecycle, retention, and personalisation strategies.

· Experience defining, managing, or scaling customer loyalty programmes that drive retention, engagement, and long-term customer value.

· Experience owning or contributing to app engagement and growth strategies, spanning acquisition, activation, and retention.

· Strong commercial and analytical experience, using customer insight and data to inform decision-making and influence senior stakeholders.

· Deep understanding of customer behaviour, CRM platforms, and current industry best practices across digital channels.

· Confident and effective leader with excellent communication and stakeholder management skills, capable of presenting strategy, performance, and recommendations to senior stakeholders while managing and developing teams in fast-paced environments.

· Proactive, hands-on strategist with a customer-first mindset, able to turn long-term vision into impactful, measurable results.

What's on offer?

• Bi-annual bonus scheme

• 25 days of annual leave (plus bank holidays)

• Extra day off for your birthday

• Flexible working hours around core hours of 10-4

• Cycle to work scheme

• 40% staff discount across Club L and Lavish Alice products

• Healthcare Cashplan

• Free onsite gym

• Enhanced pension contribution

• Enhanced maternity and sick pay

• Free snacks, drinks & treats

• Social events