Own the activation and rollout of AI-driven ESP capabilities across regions, including predictive goals, brand affinity, send-time and frequency optimisation, and AI decisioning.
Build and manage automated, personalised customer journeys, converting recurring batch-and-blast communications into always-on automations.
Implement customer decisioning across Broadcast, Legitimate Interest and Automation programmes, serving targeted products to ready buyers, engaging others with relevant content, and suppressing unsubscribe-prone audiences.
Turn segmentation, affinity and propensity models into live campaigns through dynamic content, computed traits and catalogue-driven recommendations, while optimising communication cadence for each customer.
Support the integration of SMS into the CRM ecosystem, while improving build quality, reducing reliance on external technical support, and contributing to documentation and trusted reporting.

3-5 years of experience in CRM, email marketing, analytics, marketing, or a related field, with a strong desire to build expertise in customer segmentation and lifecycle marketing.
Hands-on experience with a modern CRM or marketing automation platform (e.g. Iterable, Braze, Salesforce Marketing Cloud), including journey orchestration, dynamic content and personalisation.
A genuine curiosity about AI and its potential to drive growth, with hands-on experience using AI-powered marketing capabilities and the ambition to push CRM performance further.
Strong data skills, including SQL or BigQuery, segmentation, computed traits, and translating affinity or propensity models into live targeting and campaigns.
Working knowledge of templating and personalisation technologies (e.g. Liquid, HTML), with API experience a plus, and a solid understanding of experimentation and measuring success through revenue and customer value.
A test-and-learn mindset, strong attention to detail, excellent collaboration and communication skills, and ideally experience in ecommerce or retention CRM.

A welcoming workplace full of drinks, snacks, friendly faces and fun team-building events.
Access to unique discounts at high street retailers, hotels, and service providers, in addition to a 50% discount on all Lovehoney products to explore and discover new ways to have fun.
Enjoy a hybrid work model that fosters flexibility and work-life balance, with three days per week in-office and the opportunity to work remotely for up to 4 weeks per year, alongside 25 days’ holiday, plus an additional day for each year you are with Lovehoney, providing ample time for relaxation, rejuvenation, and exploration.
Access to customized training opportunities to support your unique learning journey, complemented by biannual feedback cycles, offering valuable insights into your performance and growth areas, enhancing your development within the company.
Recognising the significance of physical and mental health, we proudly provide gym benefits in addition to a mental wellbeing platform, to ensure our employees thrive both professionally and personally.
Stay secure at work and at home with a complimentary 1Password Family account. All Lovehoney Group employees can invite up to five family members to join, offering your household a safe and simple way to manage passwords and sensitive information safely and easily.

CRM Manager

Key skills