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Sadie Shirring Dress - Black - Women's Dresses | Saint + Sofia® EU
Anneliese Shirt - White - Women's Blouses | Saint and Sofia® EU
Sadie Shirring Dress - Burnt Orange - Women's Dresses | Saint and Sofia® EU
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Ester Short Sleeve Knit - Cream - Women's Jumpers | Saint and Sofia® EU

CRM Manager

CRM Manager
On-siteFull-timeApply Now

Date Posted:

We’re searching for a strategic, data-driven, customer-obsessed CRM Manager to take ownership of our customer lifecycle strategy. You’ll be instrumental in crafting personalised, high-converting journeys that speak directly to our audience—driving loyalty, retention, and LTV across all channels. You'll collaborate with Creative, Data, Performance, and Product teams to ensure every customer touchpoint feels uniquely Saint and Sofia. The right person will blend analytical rigour with sharp creative instinct. Someone who is obsessed with understanding what our customers think, feel and need - and can turn those insights into meaningful action.

Key Responsibilities

  • Customer lifetime value and retention strategy: Develop and execute CRM strategies across email, WhatsApp, SMS, loyalty, and push notifications.
  • Segmentation, personalisation and CRM Strategy: Create dynamic customer segments based on behavior, demographics, purchase history, and engagement data.
  • Lifecycle campaign ownership and development: Own the end-to-end journey—post-acquisition customer journey and lifecycle experience across welcome series, reactivation, win-back, abandoned cart, post-purchase, and more.
  • Email & CRM implementation: Manage weekly newsletters, promotional sends, and brand storytelling—ensuring visual and copy alignment with brand voice.
  • Analytics & reporting: Track and optimise performance KPIs (open rates, CTR, CVR, retention rates, unsubscribes). Make data-led recommendations.
  • Test, learn and measurement strategy: Develop and deploy testing strategy, underpinned by data, to improve overall campaign effectiveness
  • Tech & Tools Ownership: Be the owner of our CRM platforms and collaborate with tech teams to improve integrations and data flows.

Key Skills

  • 3–5 years of CRM or lifecycle marketing experience, ideally in e-commerce or fashion.
  • Expert knowledge of email/CRM platforms (Klaviyo experience a big plus).
  • A customer obsessed mindset - you care about creating genuinely great experiences and connecting with customers in meaningful ways
  • Excellent written communication - able to brief and collaborate with creative teams and designers.
  • Passion for storytelling and tone—able to write or review copy that fits the brand.
  • Strong analytical skills and comfort working with data to drive decisions.
  • A team-first attitude - you collaborate, challenge, and help elevate those around you.
  • High attention to detail, strong problem solving and decision-making abilities.
  • Experience working cross-functionally in a fast-paced, growing team.

Must Haves

  • Experience with loyalty programs, customer surveys, and review platforms.
  • Familiarity with GDPR, CAN-SPAM, and global data/privacy regulations.
  • Basic HTML/CSS for email template tweaks.
  • Global CRM experience (UK, US, EU markets).

About Saint and Sofia

Saint and Sofia, based in London, England, creates fair and sustainable fashion and accessories by blending innovative design with advanced production techniques. Launched in January 2020, the brand serves over 700,000 customers through operations and fulfilment centers in the USA, UK, and Europe. Saint and Sofia’s award-winning team, with experience at leading global fashion brands, is committed to quality and sustainability, producing collections in family-owned European factories.

CRM Manager