Senior CRM Manager - #187290

Location & working arrangement

Nuneaton, UK | Full-time | Hybrid working

We offer hybrid working, with an expectation that you'll be present at our Nuneaton Hub a minimum of 2 days per week, typically Monday and Tuesday

Intro

At Holland & Barrett, we're helping people take control of their health and wellness through our Back Your Body proposition, making wellness more personal, proactive and accessible for every body.

We're now looking for a commercially driven Senior CRM Manager to lead the next phase of our CRM growth. This is a high-impact role for someone who knows how to turn customer insight, data and technology into meaningful commercial results.

You'll play a critical role in shaping how we engage millions of customers across email, push, in-app and personalised digital experiences, balancing short-term trading performance with long-term customer value and loyalty growth.

This is an opportunity to influence both digital and store performance, shape future CRM capability and help build a more personalised wellness experience for our customers.

The Role

• Define and lead the CRM strategy to drive revenue, retention and customer lifetime value
• Own weekly CRM trading performance, identifying opportunities to increase engagement, conversion and frequency
• Lead best-in-class CRM execution across email, push notifications, in-app messaging and personalised web experiences
• Use customer insight and segmentation to deliver more relevant, personalised customer journeys
• Partner closely with Loyalty, Trading, Ecommerce, Analytics, Tech and Digital teams to unlock growth opportunities
• Drive smarter use of CRM and marketing technology, including Braze, CDP capabilities, AI and personalisation tools
• Balance fast-paced commercial delivery with longer-term CRM strategy and automation opportunities
• Lead, coach and develop a high-performing CRM team, creating a culture of pace, accountability and continuous improvement
  
  

The Person

• Proven CRM leadership experience within a fast-paced retail or ecommerce environment
• Proven experience owning and delivering against weekly CRM revenue targets within a fast-paced retail or ecommerce business
• Experience building CRM plans that drive both commercial performance and customer engagement
• Hands-on experience with Braze or similar CRM platforms, alongside customer data platforms (CDPs)
• Strong understanding of segmentation, lifecycle marketing and personalised customer journeys
• Experience working cross-functionally with analytics, digital, loyalty and trading teams
• A data-led mindset with the ability to turn insight into action quickly
• Experience managing and developing teams, with a collaborative and positive leadership style
• Curiosity around emerging technologies, including the use of AI to improve decision-making and efficiency
  
  

Reward

WHAT WE OFFER:

Annual Bonus of up to 10%

Wellbeing & Lifestyle Benefits

• Health Cash Plan
• Private Medical Healthcare
• Life Assurance
• Private Virtual GP
• FREE at-home blood test kit
• Holiday Purchase option
• Pension Contribution
• Access to ‘Wellhub' with gyms, studios and wellbeing apps
  
  

Discounts & Savings

• 25% Colleague Discount with FREE Standard Delivery
• Exclusive Discounts from a wide range of partners
• £/€50 Annual Product Allowance to spend in store
  
  

Learning & Development

• Access to a variety of learning opportunities, including Level 2-5 Apprenticeships, Workshops and our Digital Learning Library
• AND MORE!
  
  

Holland and Barrett is an equal opportunity employer. We welcome diverse perspectives and are committed to creating an inclusive environment for all colleagues. We understand that when our colleagues are listened to, respected and valued for who they are, we build an organisation with belonging at its heart – making health and wellness a way of life for everyone.

Holland & Barrett does not accept unsolicited resumes from search firms/recruiters. Please do not forward resumes to our job alias, employees, or any other company location. Holland & Barrett is not and will not be responsible for any fees if a candidate submitted by a search firm/recruiter unless otherwise agreed with respect to specific open position(s).