Digital CRM Loyalty & Retention Manager

Working in close partnership with CRM leadership and data and analytics teams, the focus is on unlocking the full potential of customer data and technology to deliver meaningful engagement, strengthen retention, and build long-term loyalty. From designing highly targeted audience segmentation and delivering impactful triggered campaigns, to creating relationship-led programmes that deepen customer connections, every initiative is rooted in insight and measurable performance.

With a strong emphasis on innovation, the role also contributes to the evolution of an always-on omni-channel strategy and supports the development of future-facing loyalty programmes across international markets. This is an opportunity to combine analytical thinking with creativity to shape customer experiences at scale and drive tangible business impact.

If you’re motivated by the challenge of turning data into meaningful customer connections at scale, this role offers the opportunity to shape how a global brand engages, retains and rewards its customers. Driving a data-led contact strategy across the full customer lifecycle, this position blends analytical thinking with creative execution—spanning audience segmentation, triggered campaigns and relationship-building programmes then we would love to hear from you!

NB This is a full-time role based at our Paddington Support Office a minimum of three days a week and is a salaried position.

What you’ll do

Your key accountabilities will include:

• Maintain the CRM lifecycle: identifying new opportunities that will support key segments, monitoring existing campaign automations and looking for opportunities to optimise, including identifying opportunities to incorporate additional paid media channels
• Manage the D2C International Loyalty program, actively monitoring the platform and reporting suites to ensure promotions are issuing correct and performance is as expected

• Work with our data engineering and analytics teams to manage and maintain the requirements for the international customer data set.

• Support in the development of the contact strategy for the business-as-usual email program; utilising the email engagement segmentation as well transactional and behaviour audience attributes.

• Work with the CRM Campaign Manager to deliver a customer audience test and learn strategy, supporting the campaign team to deliver against key KPI targets

Who you are

Your skills and experience will include:

• Advanced CRM & Data-Driven Marketing Expertise – Significant experience delivering insight-led CRM strategies within email marketing platforms such as Salesforce Marketing Cloud, using data to drive targeted, high-impact campaigns
• Customer Data & Segmentation Capability – Strong understanding of customer data structures and working with data engineering teams to build a single customer view, enabling sophisticated segmentation and personalisation strategies

• Analytical Campaign Optimisation – Proven ability to design and manage automated, triggered campaigns, using data analysis to continuously refine performance and improve engagement and retention outcomes
• Performance Measurement & Insight Generation – Highly analytical, with strong experience tracking KPIs, interpreting campaign data, and translating insights into clear, actionable recommendations that drive measurable results
• Detail-Oriented & Collaborative Delivery – Meticulous and organised approach with the ability to work independently and partner effectively across teams, ensuring data accuracy and high-quality, insight-led execution

What’s in it for you?

Working at M&S means being part of something bigger - helping to deliver quality, value and service to millions of customers every day. We’re inclusive, fast-moving and always evolving, with a strong sense of purpose and a focus on doing the right thing.

Here are just a few of the benefits that make working here even more rewarding:

• 20% colleague discount on all M&S products and many third-party brands for you and someone in your household, available once you’ve completed your probation

• Competitive holiday allowance with the option to buy more

• Discretionary bonus schemes linked to your performance and ours

• Strong pension and life assurance to help plan for the future

• Tailored induction and training to support your development from day one

• Exclusive perks and savings through our M&S Choices portal

• Market-leading family policies, including parental, adoption and neonatal leave

• 24/7 wellbeing support, including virtual GP access and mental health services

• One paid volunteer day a year to support a cause that matters to you

Everyone’s welcome

We are ambitious about the future of retail. We’re reinventing, innovating and leading the industry into a more conscientious, inspiring digital era. We’re redefining how we work together and offering our most exciting opportunities yet. Marks & Spencer strives to be an inclusive organisation, trusted and admired by our colleagues, customers and suppliers. Join us and make change happen.

We are committed to building diverse and representative teams, where everyone can bring their whole selves to work and be at their best. We support each other and work together to win together.

If you feel you'd benefit from any support or reasonable adjustments during any stage of the recruitment process, please don’t hesitate to let us know when completing your application. This information will be picked up by our team, so we can try and put steps in place to help you be at your best through this process.

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