CRM & Loyalty Manager (12 Month FTC) Omnichannel Office

The A&M Mission: We're more than just a jewellery brand; we're on a mission to revolutionise the jewellery experience.

Our Values & Culture: At A&M, our values aren't just words - they're the heartbeat of how we show up, every single day.

Grow Together. Celebrate Each Other. Break All Boundaries.

We're a company fueled by growth, recognition, and pushing beyond the expected. We move fast, think big, and believe that progress is a shared journey. We champion one another's wins and show up with support when it counts - because when one of us grows, we all do. If you're inspired by collaboration, driven by curiosity, and energised by celebrating others, you'll thrive here at A&M.

Location: London, Hybrid (minimum 2 days a week in the office).

Salary & Benefits: £50,000 + bonus. See more on our benefits here .

Our Commitment: Sustainability starts with us. From community work, caring for our suppliers, to educating and supporting our team. See our commitments here .

This is a 12-month FTC position.

The CRM & Loyalty Manager Mission:

To own and elevate the way we connect with our customers throughout their journey. You will maximise engagement, retention, and loyalty by managing best-in-class lifecycle programs, driving actionable insights, and delivering an exceptional omnichannel experience. You will be the strategic and operational lead for all automated email, SMS, and push programs, as well as the owner of our reputable loyalty program, Club A&M. From optimising communications to growing membership and enhancing loyalty, you will ensure our CRM channels and Club A&M work seamlessly together to create meaningful connections with customers and drive business growth.

How you'll drive success:

• Manage, report on, and optimise all automated email and SMS programs to ensure they are engaging, personalised, and ROI-positive.
• Oversee and report on the Astrid & Miyu loyalty program, Club A&M, ensuring members are engaged and rewarded effectively.
• Manage and track the Refer A Friend platform, identifying opportunities to grow participation and referrals.
• Own all automated Push programs - driving optimisation, coordinating in-store CRM support, and enhancing the overall omnichannel customer experience.
• Deliver timely reporting - weekly, monthly, and quarterly CRM updates - covering database health, channel performance, and campaign results.
• Establish benchmarks for channel performance, summarise key learnings, and recommend actionable improvements to increase effectiveness.
• Inspire, lead, and manage our CRM & Loyalty executive.
• Monitor and improve Customer Lifetime Value (CLTV) through data-led strategies and continuous testing.

What you'll need to thrive:

• Proven experience in CRM, retention marketing, or loyalty management - ideally in retail or ecommerce.
• Hands-on expertise with email/SMS marketing platforms, segmentation, and automation workflows.
• Strong analytical skills, with the ability to interpret data, identify trends, and translate insights into strategies.
• Experience managing loyalty and referral programs, with a track record of driving growth.
• Organised, detail-oriented, and able to manage multiple projects with deadlines.
• Excellent communication skills, capable of cross-functional collaboration and clear performance updates.
• A passion for customer experience, focusing on building long-term relationships and increasing CLTV.
• Commercially minded, understanding how CRM activities link to business KPIs.

The Interview Process and Candidate Experience

1. Life Story & Values - a 30-minute video call with our Talent Team to get to know each other, inspired by our core values
2. Experience Interview - a longer video call to meet your manager and discuss your skills and experience
3. Final Interview - a 1-hour in-person task interview to complete and present

Feedback: We're committed to providing the best candidate experience. You'll receive feedback via phone or email after each stage to support your success and growth.