About us

Dune London is the leading affordable luxury footwear and accessories brand in the UK, with broad distribution across both the UK and internationally. It has 50 stores in the UK and over 100 in 25 countries around the world. The company is entering a period of sustained growth both through expansion of sales on its online channels and through third party partners both in the UK and globally. Celebrating over 30 years in the industry, the Dune group has  built an enviable position as the specialist in quality fashion footwear and accessories which has given it a unique position at the high end of the high street.

About the role

Always thinking data-first, the CRM Manager will lead the development and execution of Dune London’s retention and lifecycle strategy. Focused on influencing customer behaviour, driving retention and increasing lifetime value, this role will leverage market insight, technology and best practice to deliver highly personalised communications across email, SMS and our loyalty programme.

A key focus of the role will be leading and scaling our Loyalty programme - driving membership growth, increasing engagement and ensuring it plays a central role in retention and lifetime value. Working closely with the Head of Performance Marketing and cross-functional internal teams, the CRM Manager will optimise BAU and lifecycle campaigns, using data and insight to continuously improve performance and support retention, personalisation and localisation initiatives.

This is a fast-paced and varied role, suited to a confident self-starter who is strategic, data-driven and creative. The ideal candidate will bring strong lifecycle and retention experience, a passion for problem solving and the ability to manage multiple workstreams effectively. Curious, ambitious and collaborative, they will thrive on pushing boundaries and delivering measurable impact through CRM

RESPONSIBILITIES:

• Own the CRM retention and lifecycle strategy, managing full end‑to‑end campaign delivery from planning through to reporting.

• Optimise pre‑ and post‑purchase journeys to improve acquisition, retention and re‑engagement.

• Deliver targeted, insight‑driven lifecycle communications to increase loyalty membership, repeat purchase and customer lifetime value.

• Run structured A/B tests and experimentation to drive commercial uplift and improve engagement and conversion.

• Lead CRM performance reporting, turning data into actionable insights and recommendations.

• Collaborate with Creative, Marketing and CDP partners to enhance content quality, personalisation, segmentation and CRM innovation.

• Align CRM activity with promotional and trading priorities, sharing insights across Marketing and E‑commerce teams.

• Develop deep customer and product understanding to ensure messaging is timely, relevant and personalised.
  

About You

This is an exciting opportunity for someone who is confident and motivated with excellent communication skills and the ability to work independently and as part of a team.

Required Skills;

• This is an exciting opportunity for someone confident and motivated, with excellent communication skills and the ability to work independently and collaboratively within a fast-paced environment.

• The ideal candidate will have proven experience in CRM, retention or lifecycle marketing, ideally within fashion or e-commerce.

• They will be a strategic thinker with demonstrable success in improving customer lifetime value and retention through CRM activity, alongside hands-on experience managing automation, customer journeys and campaign optimisation.

• Strong data literacy is essential, with experience analysing lifecycle stages, behavioural segments and commercial performance metrics. The role requires experience designing and implementing testing frameworks to drive continuous optimisation, as well as working with CDP and/or DMP platforms and related marketing technologies.

• Candidates should have experience managing customer data, building meaningful segments and conducting cohort analysis.

• Strong analytical and reporting skills are critical, with confidence in aggregating and interpreting core campaign performance metrics to inform decision-making.

• Experience using specialist digital and web tools to support CRM execution and analysis is also required.

About the perks

• Blended working – spreading your time across our office and remote working

• Sustainable office in bustling West London (near Westfield)

• Friendly and open culture with flat structures allowing plenty of opportunity for development.

• Company growth and opportunity; Dune is evolving all the time

• Open-minded company, welcoming thoughts and ideas to be shared

• Working with charitable organisations to help raise funds and give something back. Our current charity partner is Mental Health UK.

• 60% employee discount on Dune products – what’s not to love!

• 25 days holiday (plus the bank holidays)

• Cycle2work

• Company pension scheme

• Life assurance for all team members

• We look after our people

• 3.00 p.m. finish every pay day Friday!

• Team socials and drinks – we like to have fun!

• Access to our employee assistance programme, retailTRUST, who provide loads of resources to support with wellbeing and personal development offer free counselling legal advice and financial guidance.

• Our own Wellbeing Allies – there to talk when you need them.

What happens next?

We will take a good look at your application and if we don’t feel we are right for you, we’ll make sure we let you know but sadly we are not able to give tailored feedback.

If we are excited to find out more about you, we will give you a call and arrange to talk.

A few things that might help:

• Research the brand, the role, your interviewer on LinkedIn; browse our website; and visit a store if you can

• Make sure you have plenty of examples to show off all your amazing skills and experience relevant to this role