Based at our Head Office in Whyteleafe, Surrey (CR3 0GG), just outside of Croydon.

Hybrid working, 2 days at head office and 3 days working from home, plus flexi core hours.

Our benefits are worth getting excited about… 50% staff discount, colleague social events and a paid day off for your Birthday, to name a few!

We're looking for a customer-obsessed CRM & Customer Manager to lead the way we connect with, understand and engage our customers. From shaping our CRM strategy to uncovering insights that drive personalisation, loyalty and retention, you'll play a key role in ensuring every customer interaction feels relevant, valuable and uniquely Ann Summers.

This is an exciting opportunity to join a market-leading high street brand and help shape the future of our customer experience. You’ll influence decisions across the business, lead our talented CRM team, and create personalised experiences that keep our customers engaged, loyal and coming back for more

Reporting to the Customer & Marketing Lead, the successful applicant will help shape how we connect with Ann Summers' customers, turning data and insight into meaningful, personalised experiences that keep them engaged and coming back for more. Working collaboratively across the business, the CRM & Customer Manager will champion the voice of the customer, drive loyalty and growth, and lead a team to deliver customer-first strategies that make a real commercial impact.

What the CRM & Customer Manager will do:

• Delivering CRM initiatives and campaigns that bring the Ann Summers brand to life while driving measurable commercial results.
• Overseeing the performance and optimisation of CRM platforms, including Dotdigital and associated reporting tools.
• Producing regular customer insight and performance reporting, turning data into clear recommendations for the business.
• Leading the CRM and customer strategy, identifying opportunities to improve engagement, retention and customer value.
• Developing customer segmentation and audience strategies using behavioural, lifecycle and RFM analysis.
• Managing and growing our contactable customer database, ensuring data quality, compliance and effectiveness.
• Mapping and optimising customer journeys to improve personalisation, conversion and customer experience.
• Acting as the key contact for CRM systems, customer data feeds and third-party suppliers.
• Collaborating with teams across Marketing, Ecommerce, Trading, Buying, Design and Retail to deliver customer-led strategies.
• Managing and developing the CRM team, setting priorities and supporting growth and performance.
• Championing the Ann Summers values, acting as a role model in everything you do.

What Ann Summers is looking for:

• Proven CRM, customer marketing or customer insight experience, ideally within retail or ecommerce.
• Commercially minded, with a track record of driving customer loyalty and growth.
• A natural communicator, skilled at building relationships, influencing stakeholders and presenting insights.
• Experience leading, coaching and developing teams to deliver their best work.
• Data-driven with strong analytical and segmentation skills.
• Experienced in CRM platforms, lifecycle marketing and customer journeys.
• Curious, proactive and passionate about delivering great customer experiences.
• An affinity with our brand, products and values.

At Ann Summers, we are proud to continue embracing inclusion, diversity, and equity in our everyday practices, supporting our people to be themselves. We are committed to building teams with a variety of backgrounds, skills, and views.

What do we bring to the party?

Being part of the AS team offers some fab benefits, not only is it a great business to be part of, but you will also enjoy:

• 31 days' holiday (including Bank Holidays), plus an extra day for each year you’re with us, up to a set limit.
• Your birthday off, because it’s worth celebrating!
• Holiday purchase scheme for a little extra flexibility
• Workplace pension
• 50% staff discount and sample sales
• Reward Gateway that’s packed with perks and savings
• Regular social events and engagement initiatives
• Access to THRIVE, our brilliant learning platform
• Udemy Academy License
• Employee Support Programme via the Retail Trust
• Eye care vouchers
• Free onsite parking or a Season Ticket Loan

A bit about Ann Summers

You might know us as the destination for must-have lingerie, or even the inventors of the Rampant Rabbit, and you’re right, but we’re SO much more than that…

We’re a unique brand that strives to EMPOWER, lives to PUSH BOUNDARIES, gets kicks off MAKING IT HAPPEN and is ALWAYS INCLUSIVE!

Our approach to AI in our recruitment process

Real people. Real connections. That’s how we hire. Tapping into the expertise of our Talent team and Hiring Managers to select, interview and hire exceptional talent.

During the application process we want to get to know you, your authentic self. We welcome the use of AI as a support tool for any preparation, from sparking ideas to supporting your research, but it's essential that the final content is developed by YOU, and is a true reflection of your own thoughts, experience and voice.

After all you don’t want to match the crowd, you want to stand out!