Founded in 2008, Holland Cooper is a luxury British lifestyle brand renowned for its timeless design, exceptional craftsmanship, and distinctive blend of heritage and modern sophistication. With a strong focus on tailoring, premium fabrics, and elevated styling, the brand has built a loyal global following and a powerful visual identity. At Holland Cooper, creativity, attention to detail, and commercial awareness sit at the heart of everything we do.
Our customers are at the heart of everything we do, and CRM is one of the most powerful tools we have to deepen those relationships. We’re looking for a CRM & Loyalty Manager to own the strategy and delivery of our email, SMS and loyalty programmes end to end. You’ll plan and execute our campaign calendar, build the customer journeys that turn first-time buyers into loyal advocates, and use data to continually sharpen how we speak to our customers.
You’ll manage a CRM Executive and take full ownership of your channels, working closely with Ecommerce, Marketing, Creative and the wider Digital team, with direct interaction with the Founder on key brand moments and VIP experience. This is a role for someone who is commercially minded, reads the data, knows what it means, and drives the changes that follow from it.
Key Responsibilities
- Own the CRM campaign calendar end to end – planning activity across email, SMS and loyalty, grounded in commercial priorities and customer insight
- Own the email channel in full, including strategy, lifecycle flows (welcome, post-purchase, abandonment), campaign sign-off and performance reporting
- Own the SMS channel strategy and performance, using data and AI to shape cadence, content and audience mix
- Lead the loyalty programme – own the tier strategy, KPI reporting and VIP digital communications, briefing in and reporting to the Founder as required
- Define and own the retention strategy across the full customer lifecycle, building a roadmap of initiatives to improve repeat purchase and LTV
- Drive testing, segmentation and personalisation, owning experiments from hypothesis to result and scaling what works
- Own the master comms calendar and customer data strategy, working with the wider Digital team and Customer Science agency to improve data quality and depth
- Lead, coach and develop the CRM Executive, building team capability in line with an increasingly ambitious CRM and loyalty strategy
Key Competencies/behaviours
- Commercially driven with a strong understanding of CRM and loyalty as revenue-generating channels, not just delivery functions
- Analytical and data-literate, comfortable owning reporting and translating performance into clear, prioritised action
- A strategic thinker who can set direction and also roll up their sleeves to deliver
- Strong communicator, confident presenting to senior stakeholders including Founder level
- Collaborative and cross-functional, able to work effectively with Ecommerce, Creative, Marketing and external partners
- Test-and-learn mindset with a disciplined approach to experimentation and scaling what works
- People-focused leader who develops and gets the best out of their team
Skills/Experience
Required:
- Proven experience in a CRM, lifecycle or loyalty marketing role, ideally within retail or ecommerce
- Hands-on experience building email and SMS campaigns and automated flows within a CRM/ESP platform (Klaviyo experience a bonus)
- Strong analytical skills, comfortable reporting on and interpreting CRM and loyalty KPIs
- Experience managing or mentoring a team member
- A test-and-learn mindset with experience running structured experiments and segmentation
Desired:
- Experience running or growing a loyalty programme
- Knowledge of customer data platforms and segmentation tools
- An interest in fashion, lifestyle or premium retail brands
Benefits:
- Competitive salary
- 25 Days Holiday plus bank holidays
- Have your Birthday Day off on us to celebrate you
- Increased benefits with length of service (e.g. holiday, pension contributions)
- Enhanced Maternity and Paternity pay
- Generous staff discount and staff shop available
- Fresh fruit and pastries delivered weekly
- Cycle to Work Scheme
Pay: £40,000.00 per year
Work Location: In person
