Loyalty & CRM Manager – This is where customer relationships turn into real value

At Crown Paints, we do not just talk about customers. We build relationships that last.

From the first interaction through to repeat purchase, loyalty is built through every experience, every message and every touchpoint. This role is your chance to shape how that happens.

As Loyalty and CRM Manager, you will define and deliver how we connect with our customers across the UK and Ireland. You will use data, insight and creativity to build more personalised, relevant experiences that drive engagement, retention and long term value.

This is a hands on role where you will work across Marketing, Ecommerce, Retail, Trade, Digital and Data teams to make sure customer thinking is embedded in everything we do.

What this role shapes and delivers – Turning customer data into meaningful connections

This is where data becomes action. You will take what we know about our customers and turn it into activity that drives real engagement and commercial impact.

A clear loyalty and CRM approach that works today while building towards a longer term vision
Campaigns across email, SMS and digital channels that feel relevant, timely and personalised
Customer journeys that support the full lifecycle, from first interaction through to repeat purchase and reactivation
Strong segmentation that reflects different customer groups across trade, retail and consumer audiences
Loyalty activity that adds real value for customers while supporting business growth
Practical improvements in how we use data, even where systems are not perfect
Clear visibility of performance, with reporting that supports better decisions and continuous improvement

What sets you up for success here?

You are comfortable working with data, but you also understand the people behind it. You enjoy turning insight into action and seeing the results of your work.

Experience in CRM, loyalty or customer engagement roles
Strong understanding of customer lifecycle, segmentation and data driven marketing
Experience delivering campaigns across digital and offline channels
Confidence working with CRM systems, customer data and reporting tools
Ability to turn data into clear actions and recommendations
Strong organisation and the ability to manage multiple priorities independently
A proactive approach, with the confidence to test, learn and improve

Experience in retail, trade or home improvement is helpful, but not essential.

Why this role matters

This is a role where you can see the impact of your work quickly.

You will shape how we build relationships with our customers, influence how we grow repeat engagement and help create experiences that feel more personal and connected.

You will also help define where we go next, building the foundations for a stronger, more effective loyalty approach over time.

You will be part of a team that values practical thinking, collaboration and continuous improvement, with the space to test ideas, learn and make a real difference.

Application due

2026-05-22

Seniority Level

Mid-Senior level

Job Functions

Marketing

Industry

Chemicals

Crown Paints is one of UK’s most renown paint manufacturers and we have been manufacturing for over 200 years, with over 60 years proudly holding the Royal Warrant. However, what really sets Crown apart is the support we provide for cultural, humanitarian and scientific causes across the world through our ownership structure. Crown Paints is part of the Hempel Group, which gives our company stability and our employees extended, global career possibilities.