CRM Manager

Location: Hybrid - Nuneaton, Warwickshire (2 days in the office)

At Holland & Barrett we're on a mission to become the UK's most customer-centric wellness brand — and we're looking for a CRM Growth Manager to help us get there.

In this pivotal role, you'll take ownership of our CRM automation strategy, driving meaningful connections with millions of customers. From personalised lifecycle journeys to loyalty integrations, you'll ensure every interaction adds value, builds trust, and inspires healthier living.

The Role

• Lead omnichannel CRM automation across email, app, web and push – covering onboarding, repeat, reactivation and win-back.

• Use data-driven triggers and personalisation to grow loyalty and increase customer lifetime value.

• Drive growth of our opted-in customer base and optimise referral channels to maximise conversions.

• Embed loyalty programmes into CRM journeys to deepen engagement and repeat purchase.

• Monitor, test, and optimise campaign performance – ensuring CRM delivers against both commercial KPIs (frequency, ATV, CLTV) and customer outcomes (experience, value).

• Collaborate across Martech, Data, Product, and Creative teams to deliver seamless, customer-first experiences.

The Person

• Proven experience in CRM, lifecycle, or retention marketing (retail/ecommerce background desirable).

• Hands-on experience with Braze (or similar ESPs) and CDPs.

• Strong analytical mindset – confident using data to inform strategy and measure impact.

• Understanding of referral marketing, consent optimisation, and lifecycle best practice.

• A natural collaborator, able to influence stakeholders and drive shared success.

What we offer

Our Benefits for this role include, but not limited to:

• H&B Employee Discount - 25%
• Pension company contribution
• Exclusive benefits, free advice and savings from a range of retailers and providers
• And many more!

We're passionate about helping every colleague thrive across all dimensions of wellbeing, and we're committed to having a diverse and inclusive workplace. In line with our EPIC values (Expertise, Pioneering, Inclusive, Caring), we embrace and actively celebrate all our colleagues' unique and varying experiences, backgrounds, identities and cultures - I am me, we are H&B. 

Holland & Barrett does not accept unsolicited resumes from search firms/recruiters. Please do not forward resumes to our job alias, employees, or any other company location. Holland & Barrett is not and will not be responsible for any fees if a candidate submitted by a search firm/recruiter unless otherwise agreed with respect to specific open position(s).