Senior CRM Manager/CRM Lead
Senior CRM Manager/CRM Lead
Saint + Sofia | London (Hybrid) | Marketing | £80,000 – £90,000 + bonus
The opportunity
Saint + Sofia is a contemporary London ready-to-wear and accessories brand, digitally native and growing fast, with customers worldwide who care about style, sustainability and storytelling.
Existing customers already contribute 58% of our revenue, and we know there is significantly more there. We have the data, the platforms and a clear view of the prize; what we have never had is someone senior owning it. We are looking for that person.
The role
You will own existing-customer revenue: the strategy, the plan, the budget and the result. That means moving our revenue mix from 58% toward 65% by getting more customers to a second purchase, shortening the gap between orders, and building a genuinely premium proposition for our most valuable customers.
This is a build role, not a maintenance one. You will set the agenda across data, lifecycle, loyalty and personalisation, working with Marketing, Ecommerce, Data, Creative, Retail and Customer Service — and you will be trusted to decide what matters most.
What you will own
- Retention strategy and commercial plan — the existing-customer revenue target, forecast and investment case.
- Customer value and measurement — propensity and lifetime-value models, proper cohort reporting and control groups, so we know what CRM actually caused.
- Lifecycle and automation — rebuilding welcome, cross-sell, winback and post-purchase journeys, and activating SMS, WhatsApp and direct mail.
- Loyalty and VIC — a premium loyalty and recognition programme that rewards profitable behaviour, plus concierge and clienteling for our top customers.
- Personalisation — moving from broadcast to genuinely personal content across email, onsite and DM.
- Team and stack — our CRM platforms and integrations, agency partners, and a growing retention team.
How we will measure success
Commercial ownership, not open rates.
- Existing-customer share of revenue, moving from 58% toward 65%
- Repeat purchase rate, first-to-second conversion and time between orders
- Lifetime value and net contribution per customer
- Value and retention of our top customer tiers
You will probably have
- 8+ years in CRM, retention or lifecycle marketing, with recent senior ownership in fashion, premium retail or considered ecommerce.
- Results you can point to: retention work you led, the revenue it moved, and how you proved it.
- Deep hands-on platform expertise (Klaviyo and Shopify ideally) and real comfort with data and modelling.
- Experience building or significantly developing a loyalty or VIP programme.
- Strong brand and creative judgement alongside the analytics — you can tell when something is not premium enough to send.
- Multi-market experience across UK, US and EU, and management or mentoring experience.
What we offer
- £80,000 – £90,000 plus performance bonus and benefits.
- Full ownership of growth priority, with budget behind it.
- Hybrid London working, generous product allowance and staff discount.
- A clear route to Head of CRM as the programme and team grow.
Interested?
Send your CV and a short note on one retention programme you have owned end to end: the problem, what you built, and how you knew it worked. We care more about how you think about customer value than the length of your tool list. Email this to careers@saintandsofia.com
