📌 Core Information
🔹 Job Title: Assistant CRM Manager – Growth Lead
🔹 Company: Marks & Spencer
🔹 Location: United Kingdom
🔹 Job Type: Full time, Hybrid (3 office days per week)
🔹 Category: Retail
🔹 Date Posted: July 29, 2025
🔹 Experience Level: 2-5 years
🔹 Remote Status: On-site/Hybrid
🚀 Job Overview
Key aspects of this role include:
- Delivering and supporting development of CRM campaigns across multiple channels
- Driving CRM comms and process effectiveness through automation and product integration
- Optimizing CRM delivery and trade performance through continuous testing and improvement
- Collaborating with internal and external teams to enhance click-through rates and channel health
ASSUMPTION: This role requires a strong understanding of CRM planning, delivery, and automation to drive revenue growth and improve customer engagement.
📋 Key Responsibilities
✅ Deliver and support development of CRM campaigns across Email, App Push, Web Push, and SMS channels
✅ Drive CRM comms and process effectiveness with Automation and Product, ensuring efficient and precise campaigns
✅ Continuously test and optimize CRM delivery and trade performance, driving further revenue within CRM
✅ Stay informed about department and business performance, as well as competitors, to adapt CRM plans at pace
✅ Work with internal and external teams to improve click-through rates, limit opt-outs, and support channel health
ASSUMPTION: This role involves a high degree of cross-functional collaboration and requires strong project management skills to balance multiple priorities.
🎯 Required Qualifications
Education: Bachelor's degree in Marketing, Business, or a related field
Experience: 2-5 years of CRM experience, with a focus on campaign delivery and end-to-end process management
Required Skills:
- Proven CRM background with knowledge of CRM planning and delivery
- Ability to analyze and discuss trade figures and numbers confidently
- Strategic and tactical mindset to translate business requirements into development stories and roadmaps
- Experience in email and app push marketing, driving incremental KPIs through a test and learn culture
- Understanding of HTML and producing emails through a user-friendly interface
Preferred Skills:
- Experience in the retail industry
- Familiarity with CRM automation tools and workflows
- Knowledge of segmentation engines and journey orchestration
ASSUMPTION: Candidates with relevant experience in retail CRM and a strong understanding of marketing automation will be well-suited for this role.
💰 Compensation & Benefits
Salary Range: £35,000 - £45,000 per annum (based on industry standards for the role, experience level, and location)
Benefits:
- 20% colleague discount across M&S products and many third-party brands
- Competitive holiday entitlement with the potential to buy extra holiday days
- Discretionary bonus schemes awarded based on personal and business performance
- Generous defined contribution pension scheme and life assurance
- Dedicated welcome and tailored induction, along with a wide range of training programmes
- Amazing perks and discounts via the M&S Choices portal
- Industry-leading parental, adoption, and neonatal policies
- Access to wellbeing support, including a 24/7 Virtual GP and PAM Assist
- Charity volunteer day to support a charity or cause of your choice
Working Hours: 40 hours per week, with a flexible work arrangement that includes 3 office days per week
ASSUMPTION: The salary range provided is an estimate based on industry standards for the role, experience level, and location. Actual compensation may vary based on the company's internal structures and the candidate's qualifications.
📌 Applicant Insights
🔍 Company Context
Industry: Marks & Spencer is a leading UK-based retailer, operating in the competitive retail sector with a strong focus on quality, value, and customer experience.
Company Size: With over 65,000 colleagues serving 32 million customers globally, M&S is a large organization with a significant presence in the UK and international markets.
Founded: Marks & Spencer was founded in 1884 and has since grown to become a trusted and admired retailer, known for its commitment to quality and innovation.
Company Description:
- M&S is dedicated to being the most trusted retailer, prioritizing quality and delivering value to its customers
- The company brings the magic of M&S to its customers whenever, wherever, and however they want to shop
- M&S sets the standard in retail, doing the right thing and embracing innovation to shape the future of the industry
Company Specialties:
- Retail
- Customer experience
- Quality and value
- Innovation and digital transformation
Company Website: www.marksandspencer.com
ASSUMPTION: M&S is committed to being a forward-thinking, future-focused, and digital-first retailer, with a strong emphasis on customer engagement and employee development.
📊 Role Analysis
Career Level: This role is suitable for a professional with 2-5 years of experience in CRM, seeking to grow their career in a dynamic and challenging environment.
Reporting Structure: The Assistant CRM Manager – Growth Lead will report directly to the CRM Manager and work closely with cross-functional teams, including Marketing, Product, and Automation.
Work Arrangement: This role follows a hybrid work arrangement, with 3 office days per week and the remaining days working remotely.
Growth Opportunities:
- Progression to a CRM Manager role or other leadership positions within the Marketing or Retail functions
- Expanding skills and expertise in CRM automation, data analysis, and customer engagement
- Gaining experience in a large, complex retail organization and developing a strong professional network
ASSUMPTION: This role offers significant growth opportunities for the right candidate, with a clear path for career progression and skill development within the organization.
🌍 Location & Work Environment
Office Type: Marks & Spencer's headquarters is located in London, with additional offices and stores across the UK and internationally.
Office Location(s): Waterside House, 35 North Wharf Rd, London, London W2 1NW, GB
Geographic Context:
- The UK retail market is competitive and dynamic, with a strong focus on customer experience and digital innovation
- London is a major retail hub, with a diverse range of customers and a vibrant cultural scene
- Marks & Spencer's headquarters is situated in a central London location, with excellent transport links and nearby amenities
Work Schedule: The standard working week is 40 hours, with a flexible work arrangement that includes 3 office days per week and the remaining days working remotely.
ASSUMPTION: The hybrid work arrangement offers a balance between collaboration and flexibility, allowing employees to work from home when needed while still benefiting from in-person interactions and team-building opportunities.
💼 Interview & Application Insights
Typical Process:
- Online application submission
- Phone or video screening with the HR team
- Technical assessment or case study presentation
- Final interview with the hiring manager and relevant stakeholders
Key Assessment Areas:
- CRM knowledge and experience
- Strategic thinking and problem-solving skills
- Cross-functional collaboration and communication
- Adaptability and resilience in a fast-paced environment
Application Tips:
- Tailor your resume to highlight relevant CRM experience and skills
- Prepare examples of CRM campaigns you've delivered and their outcomes
- Research Marks & Spencer's CRM strategy and be ready to discuss how you can contribute to its success
ATS Keywords: CRM, campaign delivery, automation, retail, email marketing, app push marketing, HTML, trade performance, customer engagement
ASSUMPTION: Marks & Spencer's recruitment process is designed to assess candidates' technical skills, cultural fit, and potential for growth within the organization.
🛠️ Tools & Technologies
- CRM platform (e.g., Salesforce, Adobe Campaign, or similar)
- Email marketing tools (e.g., Mailchimp, Campaign Monitor, or similar)
- Automation and workflow tools (e.g., Zapier, IFTTT, or similar)
- Data analysis tools (e.g., Google Analytics, Tableau, or similar)
ASSUMPTION: The specific tools and technologies used in this role may vary depending on Marks & Spencer's internal systems and the candidate's areas of expertise.
👔 Cultural Fit Considerations
Company Values:
- Doing the right thing
- Putting quality at the heart of everything we do
- Winning together
- Being curious and connected
- Transparency and straightforward communication
Work Style:
- Collaborative and team-oriented
- Bold and ambitious in decision-making
- Focused on continuous innovation and improvement
- Adaptable and resilient in a fast-paced environment
Self-Assessment Questions:
- How do you align with Marks & Spencer's commitment to quality and customer engagement?
- How do you approach collaboration and communication in a cross-functional team setting?
- How do you stay curious and connected in a dynamic and evolving retail landscape?
ASSUMPTION: Marks & Spencer values candidates who are passionate about retail, committed to delivering exceptional customer experiences, and eager to contribute to the company's ongoing success.
⚠️ Potential Challenges
- Balancing multiple priorities and stakeholders in a fast-paced retail environment
- Keeping up with the latest CRM trends and technologies in a rapidly evolving digital landscape
- Managing performance and trade figures under pressure and tight deadlines
- Adapting to changes in customer behavior and market dynamics
ASSUMPTION: This role presents unique challenges and opportunities for growth, requiring a strong and adaptable candidate to succeed.
📈 Similar Roles Comparison
- Compared to other CRM Manager roles, this position places a stronger emphasis on growth and revenue optimization
- In the retail industry, Marks & Spencer is known for its commitment to quality and customer experience, setting it apart from competitors
- Career progression in this role may follow a path towards leadership positions in Marketing, Retail, or other related functions
ASSUMPTION: This role offers a unique blend of strategic and tactical responsibilities, with a strong focus on driving revenue growth and enhancing customer engagement.
📝 Sample Projects
- Developing and executing a comprehensive CRM campaign strategy for a new product launch
- Optimizing email open rates and click-through rates through A/B testing and segmentation
- Implementing automated triggers and API integrations to streamline CRM processes
ASSUMPTION: These sample projects illustrate the breadth and depth of responsibilities in this role, showcasing the opportunity for candidates to make a significant impact on Marks & Spencer's CRM strategy.
❓ Key Questions to Ask During Interview
- How does this role contribute to Marks & Spencer's overall CRM strategy and growth objectives?
- What are the key priorities for the first 90 days in this role, and how can I make a significant impact?
- How does Marks & Spencer support the professional development and growth of its CRM team members?
- What are the most challenging aspects of this role, and how can I best prepare to succeed in them?
- How does Marks & Spencer foster a culture of collaboration and innovation within its CRM team?
ASSUMPTION: These interview questions are designed to help candidates better understand the role's expectations, challenges, and opportunities for growth within Marks & Spencer's CRM team.
📌 Next Steps for Applicants
To apply for this position:
- Submit your application through the M&S Careers website
- Tailor your resume to highlight relevant CRM experience and skills
- Prepare a cover letter explaining your interest in the role and how your background and skills make you a strong fit
- If applicable, prepare examples of CRM campaigns you've delivered and their outcomes
- Follow up with the M&S HR team one week after submitting your application to confirm receipt and inquire about next steps
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
