CRM & Customer Insights Manager

At Joseph Joseph, we are driven by a simple yet powerful belief — that intelligent design has the ability to transform everyday living. We create distinctive, thoughtfully engineered products that not only solve real-world problems but also bring joy, beauty, and functionality to daily life.

Headquartered in London, we have grown into one of the world’s most admired houseware brands, with a presence in over 100 countries and partnerships with leading department stores, independent retailers, and a rapidly expanding e-commerce business.

We are looking for a talented CRM & Customer Insight Manager to join the Ecommerce Team. Reporting directly to the Head of Digital Marketing & CRM, you will also be responsible for the day-to-day management of a CRM Executive.

What you will be doing:

• Oversee the retention strategy to drive customer lifetime value, repeat purchase rate and frequency through a deep understanding of customer behaviour and insight-led decision making

• Lead the development of a customer insight function, turning behavioural and transactional data into clear, actionable insights and recommendations for the business

• Own customer segmentation strategy (lifecycle, value, behavioural, affinity) to enable effective targeting and personalisation across all channels

• Build and own a customer measurement framework including LTV, retention, churn, cohort analysis and segment contribution

• Analyse the end-to-end customer journey to identify friction points, opportunities and growth levers

• Deliver regular reporting and insight packs (weekly, monthly, ad hoc) with clear narratives and commercial actions

• Partner closely with Ecommerce, Brand, Trading and Product teams to embed customer insight into planning and decision-making

• Own and manage the Email marketing strategy: planning, briefing, A/B testing, reporting and optimisation across campaigns and lifecycle journeys

• Own and manage the SMS marketing strategy: planning, testing, reporting, performance optimisation and budget management

• Manage and evolve lifecycle programmes across acquisition, onboarding, repeat and reactivation

• Own and optimise the loyalty programme, focusing on engagement, incremental revenue and retention impact

• Forecast revenue from New and existing customers and model the impact of retention initiatives to inform budgets and targets

• Grow and enrich the customer database, leveraging first-party data strategies across onsite capture, paid media and preference centres

• Ensure ongoing database management and governance, maintaining data quality and GDPR compliance

• Own the CRM and customer insight roadmap, prioritising initiatives based on impact and effort (e.g. personalisation, referrals, testing roadmap)

• Work closely with Ecommerce, Brand and Digital Design teams on campaign planning and execution

• Manage relationships with key partners (ESP, SMS and Loyalty platforms)

• Managing and resolving any customer-related queries that may arise directly from your channels (e.g. loyalty queries, email queries, data deletion requests etc)

What we need from you:

• Analytical mindset and comfortable working with customer data

• 5+ years’ experience in a similar CRM role

• Experience managing email marketing for a similar sized business

• Experience managing a loyalty programme for a similar sized business

• Competent presentation skills and the ability to present to the wider team on a weekly, monthly and ad hoc basis

• Understanding of current GDPR compliance regulations

• Familiarity with standard customer data definitions and building reports based on these (New/Existing, lifecycle stage etc)

• Experience managing a direct report/s

• Experience working with CRM and marketing automation platforms, with the ability to quickly adapt to new tools (e.g. Ometria, Klaviyo or similar)

What you will get from us:

• Competitive salary and holiday allowance

• Company performance related bonus

• A pension contribution

• An exclusive staff discount

• 24/7 healthcare appointment support

• Hybrid working – 3 days in office & 2 days from home and flex start/finish times

• External private employee wellbeing support

• Access to Perkbox

• Volunteer days

• Team Recognition scheme

• Training and Development

• Holiday carry-over scheme

• Season-ticket travel loan

• Cycle to work scheme

• Parental Leave support