OFFICE is the UK’s leading fashion footwear retailer, home to iconic brands OFFICE and OFFSPRING and trusted by millions of style-driven customers. Operating at significant digital scale with strong brand equity, loyal audiences and ambitious growth plans, we continue to invest in how customers discover, engage with and build lasting relationships with our brands.
We are now seeking a Senior CRM & Digital Marketing Manager to take ownership of the end-to-end digital customer journey across two of the UK’s most established fashion footwear brands. This is a rare opportunity to step into a senior, high-impact role where you will shape how customers are acquired, retained, re-engaged and rewarded — not just for the next campaign or season, but for the long term.
This role is designed for a commercial leader who believes that the strongest results are built progressively and deliberately: through insight-led strategy, disciplined execution and sustained ownership, rather than short-term fixes.
Strategy & Leadership
- Set and deliver a clear, joined-up CRM and digital acquisition strategy across all devices and markets
- Own performance vs agreed revenue, traffic, retention and cost-of-sale targets
- Translate customer insight and market trends into stable, scalable growth initiatives
- Act as a senior stakeholder and trusted partner across Ecommerce, Trading, Retail, Buying, Insights and Technology
- Lead, coach and develop a multi-disciplinary CRM and Digital Marketing team
Customer Retention & CRM
- Build lifecycle strategies that retain, reward and reactivate customers
- Own and evolve the CRM platform (Bloomreach), improving targeting, personalisation and data usage
- Design, test and launch a customer loyalty / rewards programme
- Ensure best-in-class data protection, privacy and consent management
Email & Lifecycle Marketing
- Own the email strategy across both brands, aligned to trading plans and revenue targets
- Drive continuous testing and optimisation of campaigns, automations and transactional emails
- Act as the internal authority on email performance, deliverability and best practice
Digital Acquisition
- Lead channel strategy across PPC, SEO, affiliates, display, paid social and app marketing
- Manage significant media budgets with rigorous ROAS and commercial discipline
- Drive international growth through structured, insight-led acquisition planning
Insight, Forecasting & Governance
- Forecast CRM and acquisition revenue uplift using robust methodologies
- Deliver clear weekly and monthly reporting with actionable insight
- Use incrementality testing and control groups to measure true performance
• 4+ years’ experience in digital marketing and/or CRM within fashion or retail • Proven track record in commercial, sales-driven environments • Strong experience across CRM platforms and lifecycle marketing workflows • Strong experience across paid and organic digital acquisition channels • Budget management, forecasting, and commercial decision-making experience • Excellent knowledge of Google Analytics, GTM, and digital marketing tools • Strong people management and stakeholder management skills • Excellent communication, planning, and organisational skills • Strong Excel, PowerPoint, and reporting capability • Ability to work to tight deadlines in a fast-paced environment.
Desirable
- Experience launching or managing a loyalty or rewards programme
- International marketing exposure
- Passion for fashion, footwear or lifestyle brands
• Highly organised, proactive, and self-motivated • Commercially minded and data-driven, but able to simplify insights • Comfortable balancing strategic leadership with hands-on delivery • Confident challenging ideas and proposing solutions Collaborative team player who thrives in an agile environment
