CRM Manager

THE ROLE

At Debenhams Group, we are on a journey of transformation, revitalising our brand, culture, and connection with colleagues and customers alike. In a fast-changing retail environment, effective and authentic communication is vital to building trust, aligning our teams, and amplifying the impact of our work across internal and external audiences.

We are looking for an experienced and commercially driven CRM Manager to lead the delivery and optimisation of our CRM strategy across multiple brands, markets and customer channels. This role is responsible for driving customer engagement, retention and loyalty through data-led lifecycle marketing, automation, segmentation and personalisation. Working cross-functionally, you will lead a high-performing CRM team, develop innovative customer journeys, and use insights to maximise customer lifetime value while supporting wider business objectives.

This role will be based out of our central Manchester office.

WHAT YOU'LL BE DOING

• Lead the planning, execution and optimisation of the global CRM strategy across all customer touchpoints.
• Supporting Snr. Mng. in the management, coaching and developing of the CRM team, fostering collaboration, innovation and high performance.
• Deliver targeted, data-driven CRM campaigns, including automated journeys, lifecycle communications and campaign testing to improve customer engagement and retention.
• Own customer segmentation strategies and partner with Business Intelligence teams to identify opportunities for growth and increased customer lifetime value.
• Drive customer loyalty initiatives and oversee the development and optimisation of loyalty programmes.
• Monitor CRM performance, analyse campaign results and provide actionable insights and recommendations to stakeholders.
• Work collaboratively with internal teams and external partners to deliver best-in-class customer experiences.
• Stay ahead of CRM trends, technologies and industry best practice, identifying opportunities to improve processes, customer experience and commercial performance.

WHAT WE LOOK FOR

• 4+ years' experience in CRM, customer retention or loyalty marketing, ideally within an e-commerce or retail environment.
• Experience leading and developing teams, with strong people management and coaching skills.
• Commercially minded with a passion for customer insights, data and performance optimisation.
• Experience using enterprise CRM platforms such as Bloomreach or similar marketing automation tools.
• Strong understanding of customer segmentation, lifecycle marketing, automation and personalisation.
• Excellent communication, stakeholder management and presentation skills.
• Highly organised, analytical and able to manage multiple priorities in a fast-paced environment.
• Marketing degree or equivalent qualification preferred.
• Experience within fashion or retail is advantageous.

WORKING WITH US

At Debenhams Group we thrive on change, innovation, and pace. Every challenge is an opportunity, and every day is a chance to push boundaries. If you’re someone who embraces the unknown, thrives in a fast-moving, high-growth environment, and is ready to shape the future of retail, you’ll love it here. We want visionaries, disruptors, and doers—people who bring fresh thinking, relentless energy, and the drive to make an impact. 

WHY JOIN US

Our mission is to create a workplace where everyone is respected, individual differences are valued, and people can be themselves at work — without exception.

2025 was a year of significant change for the Group. 2026 is about bold moves, real results and unstoppable momentum. If that excites you, you belong at Debenhams Group.

Our benefits include (subject to level and eligibility):

• Highly competitive bonus scheme, company pension, share schemes, private medical cover and life assurance
• Access to an on-site gym and free weekly Pilates, yoga and fitness classes
• Discount across all brands
• Comprehensive wellbeing package
• Dog-friendly offices (in selected locations)
• Ongoing learning and development with strong internal progression
• On-site canteen serving breakfast, lunch, snacks and hot drinks
• Free season ticket loan

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