Senior CRM Manager - MAT COVER

You know all about our high street roots and bricks and mortar stores. Now, we're looking to the future. Since 2021, we've embraced some changes. Debenhams hasn’t made a comeback - we’ve been here since 1778, evolving and adapting to the times. This is Debenhams today - Britain’s Leading Online Department Store.

We are more than a department store - we are an institution. From creating the blueprint for designer collaborations with designers at Debenhams, to launching countless brands and inventing the beauty counter, we’ve consistently shaped the retail landscape.

We don’t underestimate the power of our brand or the place we hold in people’s hearts. This is only the beginning of the next chapter for Debenhams.

Britain needs Debenhams.....Debenhams needs you

Your Role

This is key role within Debenhams, Reporting into the Head of CRM, you will lead the development and execution of data-driven CRM strategies aimed at boosting customer engagement, retention, and lifetime value.This pivotal role combines strategic planning, hands-on execution, data analysis, and cross-functional collaboration. We’re seeking a passionate, creative, and agile professional who thrives in a fast-paced environment — a forward-thinker and effective communicator who works well within a team and plays a key role in driving the success of the CRM function.

Please note: We would ideally like to have this person start in December

What you'll be doing

• Develop and own the end-to-end CRM strategy aligned with business KPIs, encompassing lifecycle marketing, retention, reactivation, and loyalty programs.
• Set clear goals, KPIs, and performance benchmarks; consistently report key insights and progress to stakeholders.
• Design, implement, and optimize multi-channel automated journeys across key customer lifecycle stages.
• Create and execute advanced personalisation strategies to deliver tailored experiences across email, SMS, push notifications, in-app messaging, and web touchpoints.
• Serve as the primary stakeholder managing the Bloomreach platform relationship, ensuring full utilisation of the technology and maintaining a strong collaborative partnership.
• Build and continuously refine customer segments based on behavioural data, demographics, and lifecycle stages.
• Produce weekly, monthly, and ad hoc reports to showcase achievements, upcoming initiatives, and actionable insights for the leadership team.
• Lead, mentor, and support the development of junior CRM team members, fostering a culture of data-driven decision-making and continuous improvement.
• Represent the CRM function by collaborating across departments and marketing channels to shape and develop integrated, data-led customer journeys.

Working with us

To succeed here, you have to love working at pace. It’s relentless, but we love it. Change is a certainty – you need to adapt and be agile. We want you to challenge the status quo, innovate and be open to trying new things. We’re always pushing boundaries. We empower our people, giving them freedom and autonomy to learn and grow in their roles. We’re passionate, agile, creative and one team.

More about you

• A creative, data-driven, and commercially-minded professional.
• Highly analytical with the ability to interpret data and translate insights into actionable strategies.
• Proven experience in CRM management roles.
• Skilled in email marketing and campaign management platforms.
• Exceptionally organised and process orientated.
• Demonstrates strong customer-centric thinking with the ability to see the bigger picture.
• Self-motivated and enthusiastic, thriving in challenging and dynamic environments.
• Keeps up to date with the latest industry trends and best practices through active research and continuous learning.
• A collaborative team player, adept at working with multiple business functions to achieve shared goals.

Why join us

• You’ll get the opportunity to take part in our various share schemes
• Core hours enable you to flex your working times around your needs on an ad hoc basis
• Benefits that support your health and wellbeing
• There’s up to 40% discount off our all of our brands
• Our social calendar? Next level
• With HQs in Manchester and London and offices across the globe (some are dog friendly!), we offer a buzzing atmosphere and the boohoo family culture wherever you work

#LI-JA1 #marketing #strategy #creative