Head of CRM
| Posting date: | 01 July 2025 |
|---|---|
| Salary: | Not specified |
| Additional salary information: | Competitive salary plus bonuses, benefits & staff discount |
| Hours: | Full time |
| Closing date: | 31 July 2025 |
| Location: | Watford, WD18 8YA |
| Company: | Signet Jewelers |
| Job type: | Permanent |
| Job reference: | signet-20100 |
Summary
Head of CRM
This is an exciting new role at Signet Jewelers, the home of renowned brands H Samuel and Ernest Jones, where you will have the unique opportunity to define and deliver a customer relationship strategy that drives sustainable growth, maximises customer lifetime value (LTV), and delivers measurable commercial impact.
In this Senior Leadership role you will shape the CRM landscape, increasing CRM traffic share by a minimum of 4% and achieving YoY revenue growth within the first 12-18 months.
You will lead the CRM function to ensure a data-led, insight-driven approach to customer lifecycle management, underpinned by scalable martech infrastructure, intelligent automation, and compelling customer communications. Leading a small team, you will work cross-functionally with key stakeholders in marketing, product, commercial, data and technology, you will play a pivotal role in driving engagement, retention, and value-led growth.
Responsibilities include:
CRM Strategy & Leadership
- Define and lead a high-impact CRM vision and strategy that supports long-term customer growth, retention, and value generation across all lifecycle stages.
- Champion a customer-centric approach to CRM, aligning programmes and communications with brand, commercial, and product objectives.
Lifecycle Management & Engagement
- Develop and optimise customer lifecycle programmes to improve activation, engagement, frequency, and loyalty.
- Own segmentation and targeting strategies to deliver relevant, personalised communications at every stage of the customer journey.
Data, Martech & Automation
- Leverage first-party data and insights to inform CRM strategy, targeting, and personalisation.
- Drive effective use of CRM platforms, tools, and integrations (e.g. CDP, ESP, automation, analytics) to ensure scalable, efficient, and compliant CRM operations.
- Champion test-and-learn, predictive modelling, and optimisation to continuously improve performance and ROI.
Content, Promotions & Value Exchange
- Partner with content, creative, and commercial teams to deliver compelling messaging, promotions, and rewards that add value and drive action.
- Design and implement value-based mechanics including loyalty programmes, targeted incentives, and surprise & delight moments to reinforce brand affinity and repeat behaviour.
Advocacy & Acquisition Efficiency
- Leverage CRM to nurture brand advocates and incentivise referral and sharing behaviours to support cost-effective acquisition.
- Collaborate closely with Paid Media and Acquisition teams to enhance targeting, improve conversion efficiency, and reduce customer acquisition cost through CRM insight and integration.
Omni-Channel Activation
- Deliver a cohesive CRM experience across all owned channels — including email, SMS, onsite personalisation, and offline touchpoints.
- Work with product, retail and digital teams to expand data capture opportunities and ensure CRM is embedded throughout the end-to-end customer experience.
Management
- Develop and lead a small team, setting clear goals and fostering a culture of continuous improvement and innovation.
Knowledge, skills and experience required:
- Proven success in a CRM leadership, retention or lifecycle marketing role within an omnichannel retail or consumer-facing eCommerce environment.
- Demonstrable understanding of business drivers and CRM contribution to top-line growth and bottom-line efficiency with a strong track record of delivering measurable business impact, especially revenue growth, CLV, and engagement.
- Hands-on experience with CRM martech, ideally including CDPs, ESPs, automation platforms and personalisation engines. Bloomreach experience would be an added bonus.
- Demonstrable experience of leading CRM strategy across the full lifecycle, from onboarding to reactivation and loyalty.
- Demonstrably deep understanding of customer needs, motivations and behaviours with a proven ability to champion the customer and ensure all CRM activity delivers relevant, value-led experiences across the lifecycle.
- Proven ability to balance long-term vision with commercial impact, translate vision into actionable, agile CRM programmes using data and insight to drive sustainable customer growth.
- Proven ability to build strong cross-functional relationships and align teams behind CRM priorities through clear communication and influence.
- Demonstrably strong grasp of data strategy, analytics and segmentation. Able to partner with analysts and act on insight.
- Proven ability to bridge marketing and tech; understand platform capabilities and drive integration and automation.
- Proven ability to lead high-performing teams, agencies, and cross-functional stakeholders.
- Degree or equivalent experience in Marketing, Business, Data, or related discipline.
- Additional certifications in CRM, digital marketing, or marketing technology advantageous (e.g. HubSpot, Salesforce, Braze, Bloomreach, DMA certifications).
We offer a fantastic job and more…
We are passionate about our profession, and together we can help you realise your full potential. Come and be part of Signet Jewelers and enjoy the following fantastic benefits:
- Competitive salary
- Generous discount of up to 30% off our fabulous products from day one.
- An annual enhanced discount to celebrate the day you joined our team.
- Retirement Savings plans which offer flexibility in the way you save for the future.
- Immediate Life Assurance from day one.
- A minimum of 22 days holiday per year which increases after a years’ service.
- Recognised qualifications, study support and structured career progression.
- Health and Wellbeing Scheme.
- Financial Wellbeing scheme.
- Give As You Earn scheme – An easy way to support causes close to your heart.
- Real Rewards - exclusive discounts on groceries, travel and leisure.
Be part of something special!
Signet is the name behind H. Samuel and Ernest Jones. Together, we have more than 270 stores in the UK and Republic of Ireland. But that’s not all, we are part of the world’s largest retailer of diamond jewellery with approximately 2,800 stores. Just imagine where your career could take you
Signet Jewelers (H. Samuel & Ernest Jones) is an equal opportunity employer committed to diversity and inclusion.
We welcome applications from all sections of the community and are proud to have achieved Disability Confident Committed status (Level 1). All employment is decided on the basis of qualifications, merit and business need.