CRM Planning Manager - 8 months FTC

We are looking for a CRM Planning Manager to lead a team of three Senior Specialists driving repeat engagement and lifetime value for seven million European customers. Reporting to the CRM Director, you will oversee contact strategies, campaign roadmaps, and channel optimization across email, direct mail, and package inserts.

You will focus on advancing our cross channel communications toward a 1:1 personalized customer experience. Working alongside CRM Operations, Product Marketing, Customer Analytics, and Creative teams, you will help shape how we connect with our customers and build long term loyalty across all owned touchpoints.

• Guide and empower a team of three Senior Specialists to define contact strategies, campaign roadmaps, and creative briefs.

• Orchestrate an integrated contact strategy across email, direct mail, and inserts aligned with wider business goals.

• Oversee the email calendar and offline channel yearly plans to ensure timely delivery of all campaigns.

• Shift newsletter strategy toward value driven storytelling while reducing reliance on promotional offers.

• Test and deploy AI capabilities within Braze alongside the CRM Operations Manager for tailored communications.

• Build a continuous test and learn culture with Customer Analytics to uncover insights into customer behaviors.

• Elevate personalization across all owned channels to improve engagement, conversion rates, and lifetime value.

• Align Central Planning, Product Marketing, and Brand priorities into cohesive cross channel execution.

• Optimize segmentations, offer structures, messaging mechanics, and send timing across all customer touchpoints.

• Partner with Analytics and Machine Learning teams to build scalable, highly relevant customer experiences.

• Provide calm leadership during critical peak periods in November and December to manage real time adjustments.

• Breadth of CRM experience within a fast paced ecommerce environment.

• Experience of direct team leadership and line management experience.

• Strong analytical capabilities with a track record of using customer data to shape commercial strategies.

• Deep understanding of email and mobile creative requirements, industry trends, and channel best practices.

• Proven ability to collaborate cross functionally with Analytics, Creative, Brand, and Commercial teams.

• Full professional fluency in written and spoken English.

• Specific prior experience in dedicated CRM planning or integrated marketing planning roles.

• Practical experience working with the Braze customer engagement platform.

• A degree or formal qualification in Marketing, Business Administration, or a related field.