CRM & Customer Engagement Manager

About the role

Wolford is seeking a CRM & Customer Engagement Manager to lead and continuously improve its customer relationship management strategy. The role will drive acquisition, engagement, retention and loyalty across all touchpoints, working closely with Marketing, E‑commerce, Retail, Digital and IT teams.

Key responsibilities

• Plan, coordinate and execute CRM campaigns across email, SMS, WhatsApp and other owned channels, aligning with product launches and commercial initiatives.
• Support implementation and optimisation of automated customer journeys, lifecycle communications and personalisation initiatives.
• Develop and maintain customer segmentation strategies based on behaviour, purchase history and preferences.
• Monitor lifecycle performance and identify opportunities for acquisition, retention, re‑activation, upselling and loyalty.
• Design, implement and continuously improve loyalty and membership programmes.
• Collaborate with Retail and Trade Marketing to deliver client‑eling, VIP activations and exclusive experiences.
• Analyse campaign and customer data, produce regular reports and dashboards, and translate insights into actionable recommendations.
• Ensure data quality, accuracy and GDPR compliance.
• Coordinate CRM‑related projects with IT and external technology partners, supporting system enhancements, integrations, testing and deployment.
• Act as primary business contact for CRM platform developments.

Required profile

• Committed and reliable professional with strong analytical, project‑management and operational skills.
• Experience working cross‑functionally with Marketing, E‑commerce, Retail, Digital and IT stakeholders.
• Ability to translate data insights into strategic recommendations.
• Understanding of GDPR requirements and data‑quality standards.

Required skills