CRM Manager

CRM Manager

Reporting to: Head of CRM

Location: Kings Hill, Kent (Hybrid)

Contract type: FTC

Watchfinder & Co. is the ultimate global destination for buying and selling pre-owned luxury watches. We’re on an exciting mission to accelerate our online and in-store presence, helping even more customers find their perfect timepiece. Given our ambitious growth plans, we’re seeking a dynamic and experienced CRM Manager to come and join our fantastic team!

The goal of Watchfinder’s CRM team is to maximise the potential of our customer base to deliver incremental customer lifetime value, whilst supporting wider marketing and commercial objectives. The CRM team is an integral function of the broader Marketing department, which consists of a multi-disciplined group of marketeers including in-house creative, acquisition, PR and content teams, all of whom collaborate closely together and will be invaluable partners in shaping our success.

Reporting into the Head of CRM, the CRM Manager will be instrumental in taking forward our strategy, leading two CRM Executives with the day-to-day tactical planning and implementation of our email activity to ensure we deliver long term engagement and meet short term goals. This is a hands-on role, with the CRM Manager actively engaged in campaign planning, delivery and approvals and overseeing all transactional and broadcast comms.

Our vision is to become an omnichannel, lifecycle and customer-obsessed business, and are looking for a high performing individual to join us on this journey!

Key responsibilities

• Working alongside the Head of CRM, lead your direct reports on delivering the successful implementation of our CRM strategy, designed to enhance buyer and seller engagement, retention, and loyalty
• Plan and execute email campaigns across the entire lifecycle by working with your team to brief, build and optimise all broadcast and transactional campaigns, as well as support on automated journeys, via our CRM tool Ometria
• Deliver transformational AB tests by continually refining and optimising – utilising best practice methodology to deliver incremental growth
• Use our powerful BI and reporting tools to monitor key campaign, channel and customer behaviours through regular and ad-hoc data analysis, to help guide your approach in a data-driven way, always making recommendations on how we can iterate and improve further
• Remain curious by keeping abreast of industry knowledge, latest trends and competitor comms, providing insight on what others are doing in the industry
• Collaborate cross-functionally with commercial, product, technical and support teams to align CRM efforts business objectives
• Ensure all CRM activities comply with data protection regulations and best practices including GDPR and PECR
• Be responsible for the guidance, mentoring and development of two CRM Executives – working closely together to build out a high performing and agile team

How will you make an impact?

• Comprehensive understanding of CRM platforms and customer lifecycle management
• Proven success in driving customer engagement and retention metrics
• Up to speed with CRM and Email marketing best practice
• Well versed in leading a team to design and execute large-scale, complex CRM campaigns
• Developing strategies for improving customer engagement, conversion and retention
• Expertise in data segmentation and advanced targeting techniques
• Delivering a robust always-on A/B test plan to continually improve CRM performance
• Foundational experience in email coding
• Proven experience with CRM data sets, integrations, APIs, and data flows
• Coordinating with technical and data teams to ensure smooth CRM system operations
• Knowledge of analytics and reporting tools for CRM performance evaluation
• Ability to translate channel and customer performance into actionable insight
• Data-driven decision-making and ability to adapt strategies as needed
• Fluent in GDPR and data privacy compliance
• Managing CRM budget and optimizing spending to achieve high ROI

How will you experience success with us?

• Demonstrating strong team leadership and mentorship skills
• Highly organised and capable of prioritising your workload against business goals
• Maintain resilience and focus well under pressure
• Experience collaborating with cross-functional stakeholders at junior and senior levels
• A supportive team player, keen to learn from others as well as share expertise
• Always being a true ambassador of Watchfinder
• 4-5 years in CRM or related roles, including team management experience (essential)

How do we keep you smiling?

• Learn from experienced colleagues in a welcoming and pioneering Marketing department
• Have the opportunity to work on a range of innovative and transformational projects
• Develop your CRM, lifecycle marketing and technical skillsets using leading technology
• Have access to regular learning & development, workshops and head office socials

Your journey with us

We aim to provide a valuable recruitment process, allowing you to gain exposure to some key decision makers and influencing individuals:

• 1st Stage (1/2hr) – Video call with Talent Partner to discuss key responsibilities, and have chance to answer any initial questions
• 2nd Stage (45mins) – Video call with Head of CRM to dig deeper into your CRM experience, the role and team
• 3rd Stage (1hr) - In-person interview at King's Hill with Head of CRM and Watchfinder colleagues. You’ll be asked to complete a task to present back in the interview. Format: 20mins presentation, 10 mins Q&A, 30 mins interview.