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CRM Manager

Gear4music is one of the world’s largest and fastest-growing music retailers, with a global presence across Europe and beyond. Founded in 2003, our mission is simple: to make buying and playing musical instruments easy and affordable for musicians at every level.

We now offer over 63,000 products to customers in 190 countries via 20 localised websites and operate with around 500 employees across five countries. In 2022, we acquired AV.com, expanding into home cinema, HiFi, and accessories.

At Gear4music, we’re passionate about empowering people to make music—and that starts with our team. Gear4Music recently employed a new Marketing Director and selected a market leading Customer Engagement Platform to support the new phase of business growth. We’re now hiring a strategic and driven CRM Manager to help shape our global CRM strategy, implement a market-leading engagement platform, and drive customer loyalty at scale.

• A High-Impact Role: Play a central role in shaping our CRM strategy and lead the implementation of a leading customer engagement platform across a major eCommerce brand.
• Global Experience: Learn how to market across the globe, running both localised & international campaigns.
• Cross-Functional Exposure: Collaborate closely with teams across marketing, purchasing, product, technology and customer service.
• Room to Grow: You’ll have the autonomy to make things happen, the support to do it well, and the opportunity to develop into a strategic CRM leader as the platform and team evolve.
• Hybrid Working: Based in our York HQ, with hybrid working options.

What you’ll be doing

Work closely with the Head of Product Marketing and Marketing Director to develop and deliver a clear CRM strategy that drives customer retention, engagement and long-term value across 20+ global markets.

Implement and Scale Customer Engagement Platform:

Own the end-to-end implementation of a market leading customer engagement platform, working closely with our internal tech team. From platform onboarding and configuration to testing, training and go-live, you’ll ensure it lands smoothly and scales effectively.

Cross-Functional Collaboration:

Partner with stakeholders across purchasing, marketing, technology and customer service to create seamless personalised and data-driven customer journeys that reflect our brand and commercial priorities.

Design and optimise multi-stage automated customer journeys—welcome, post-purchase, trade-in, win-back and more—that engage, convert, and retain.

Champion customer data as a growth lever. Define segmentation strategies and leverage insights to deliver more relevant, timely and personalised communications.

Test, Learn, and Optimise Performance:

Establish a clear framework for CRM experimentation and continuous improvement, reporting on key performance metrics and sharing learnings across teams.

We’d love to meet someone with:

• Experience managing and evolving a CRM strategy within a high-growth eCommerce or retail environment.
• Strong understanding of customer lifecycle marketing, journey mapping and retention tactics.
• Data-literate and confident working with segmentation, behavioural triggers and performance dashboards.
• Familiarity with HTML/CSS for email builds is a bonus (but not essential).
• Great stakeholder management skills—collaborative, commercially minded and customer focused.
• Naturally curious and proactive—able to turn data and insight into action.

Your impact will be measured by:

• Growth in repeat purchase rate and customer lifetime value (CLTV)
• Engagement rates across automated lifecycle campaigns
• CRM-driven revenue contribution
• Platform implementation timelines and adoption success metrics
• Customer satisfaction and churn rates in CRM cohorts

Benefits package:

Alongside the benefit of working with a fantastic bunch of talented people, we are committed to providing a well-rounded benefits package that includes development opportunities and support for your wellbeing:

• Generous discount scheme across our full range of music and home entertainment products.
• Employee Assistance Programme, offering 24/7 caring & compassionate support across a wide range of areas.
• Access to 30 qualified Mental Health First Aiders across the business, demonstrating our commitment to prioritising mental health & wellbeing support as a ‘Mindful Employer’.
• Free car parking and electric charging points.
• Our modern office space features an onsite café and bar where we hold regular social events.
• A relaxed dress code.
• Onsite gym and physio with subsidised sessions.
• Plus, the following: employee referral scheme, employer pension scheme, corporate eyecare vouchers, cycle to work scheme, company sick pay scheme, enhanced maternity, paternity & adoption pay, annual flu vaccinations.
• We have an open, collaborative, and friendly culture, and offer a supportive learning environment for people to grow and develop a career with us.

• Seniority level Mid-Senior level

• Employment type Full-time

• Job function Marketing
• Industries Retail Musical Instruments

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Overview

We’re looking for a forward-thinking Director of Ecommerce to lead the next phase of growth for one of Europe’s leading musical instrument and music equipment retailers. Following 30% year‑on‑year growth and revenues of £191 million in FY26, Gear4music is scaling rapidly across both the UK (+26% YoY) and Europe/rest of world (+36% YoY), creating a significant opportunity to shape the future of ecommerce at an international level.

This is a pivotal leadership role with responsibility for accelerating online growth while evolving our ecommerce capability through data, technology and AI. Reporting to the CEO and working with technology, marketing and trading teams, you will define and deliver the ecommerce vision and roadmap, balancing innovation with commercial execution.

From personalisation and onsite discovery to trading optimisation and operational efficiency, you will play a central role in defining how we use AI and intelligent automation to enhance the customer experience at scale. As we continue to expand internationally, this role will be fundamental in ensuring we deliver a seamless, commercially effective experience for millions of customers across multiple markets.

• Define and deliver the ecommerce strategy and roadmap to support scalable international growth across the UK and European markets.
• Define and lead Gear4music’s AI strategy across ecommerce and customer-facing digital experiences.
• Define and deliver holistic design & UX modernisation across our website estate.
• Identify and implement scalable AI and automation opportunities that improve customer experience, operational efficiency, and commercial performance.
• Lead the adoption of AI-powered capabilities to drive conversion and revenue by enhancing customer experience in areas such as:
  • Personalised customer journeys and recommendations
  • Intelligent search and product discovery
  • Predictive merchandising and demand forecasting
  • Automated content generation and enrichment
  • Customer self‑service and support automation
• Drive the use of data, automation, and AI to improve internal workflows and operational scalability across ecommerce, marketing, customer service, and commercial teams.

• Work closely with Engineering, Data, Marketing, Operations, and Product teams to deliver high‑impact digital initiatives with AI at their core.
• Collaborate with senior leadership to align ecommerce and AI investment with broader business strategy and growth objectives.
• Manage external partners, vendors, and AI solution providers where appropriate.

• Own ecommerce performance reporting, analytics, and KPIs to support informed commercial decision making.
• Establish a culture of testing, learning, and continuous optimisation across the ecommerce function.
• Ensure digital and AI initiatives adhere to appropriate governance, privacy, security, and ethical standards.
• Monitor market trends, emerging technologies, and competitor activity to ensure Gear4music remains at the forefront of ecommerce innovation.

Essentials

• Proven leadership in ecommerce within a high‑growth or high‑scale retail/digital environment.
• Strong track record delivering online revenue growth and digital optimisation.
• Hands‑on experience implementing AI‑powered tools or leading digital transformation initiatives.
• Excellent understanding of ecommerce systems, analytics, CRO, and merchandising.
• Ability to translate commercial goals into actionable AI and digital strategies.
• Exceptional cross‑functional collaboration and communication skills.

Preferred

• Experience working with bespoke or complex ecommerce platforms.
• Familiarity with LLMs, ML models, recommendation engines, or automation frameworks.
• Previous involvement in large‑scale digital transformation programmes.
• Experience leading multidisciplinary teams across commercial and technical domains.

• Generous discount scheme across our full range of music and home entertainment products.
• Employee Assistance Programme, offering 24/7 caring & compassionate support across a wide range of areas.
• Access to 30 qualified Mental Health First Aiders across the business.
• Free car parking with access to electric charging points.
• Modern office space with onsite café and bar, onsite gym and physio with Gear4music discounts & perks.
• Relaxed dress code and great coffee machine.
• Employee referral scheme, employer pension scheme, corporate eyecare vouchers, cycle to work scheme, company sick pay scheme.
• Enhanced maternity, paternity & adoption pay, annual flu vaccinations.
• 26‑day per annum WFH policy where job roles permit.

We are an equal opportunities employer and welcome applications from all suitably qualified candidates, regardless of age, disability, gender reassignment, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation, in line with the Equality Act 2010.

If you require any reasonable adjustments as part of the recruitment process, please let us know. A member of our friendly recruitment team will contact you to discuss your needs in more detail and ensure appropriate arrangements are made.

We have an open, collaborative, and friendly culture, and offer a supportive learning environment for people to grow and develop a career with us.

Gear4music Ltd. is seeking a forward-thinking Director of Ecommerce to lead significant growth in the UK and Europe. This role involves defining ecommerce strategies and leading AI initiatives to enhance customer experience across multiple markets.

The ideal candidate will have a proven track record in ecommerce leadership, excellent collaboration skills, and the ability to drive significant online revenue growth through innovative digital strategies.

Gear4music is a leading UK & European musical retailer. Having launched in 2003 with a mission to offer a range of easy and affordable musical gear to musicians. We offer over 63,000 products in 190 countries, 15 languages and 9 currencies. In 2022, AV.com launched under the Gear4music umbrella, focussing on retailing Home Cinema, HiFi and accessories.

Gear4music is powered by a technical team of over 40 people who build and maintain a platform that makes achieving our mission possible. We recently turned over £152m as a group with consistent revenue growth since listing on the AIM.

You are a motivated, flexible and talented engineer who is enthusiastic about learning new things and challenging themselves. You’re not a lone ranger but believe in a joined up and friendly work environment that delivers real projects, working collaboratively excites you. You’re someone who takes pride in the things you do and likes to see things from beginning to end. You love the attention to detail and might admit it's a blessing and a curse. You will champion new technologies when it’s right for the business. You’ll also need some personality, a strong GIF-game, and we’d love to know what you’re into. to an extent.

To work alongside like‑minded people across our software engineering, architecture, infrastructure and testing teams. To be passionate about building security into everything we do; whether that’s threat modelling, hardening cloud environments, improving IAM, automating controls, or documenting best practice (or all of the above). To set high standards for yourself and the work you deliver, helping us create a secure, stable and trusted platform, enabling:

• Secure‑by‑design applications and services
• Safe, reliable and automated releases (working towards full CI/CD)
• Strong detection, response and observability
• A culture where security is shared, understood and championed

• Google Cloud security fundamentals: IAM, VPC design, Cloud Armor, Secrets, KMS
• Experience mitigating real‑world security threats and vulnerabilities
• Understanding of DevSecOps best practice and secure SDLC
• Familiarity with CI/CD systems such as GitHub Actions and securing build pipelines
• Monitoring & alerting: Prometheus, Grafana, GCP Monitoring, SIEM concepts

• Experience with web servers & proxies: Apache, Nginx, Traefik, HAProxy
• Exposure to databases such as MySQL, MongoDB, Firebase, Elastic, Redis
• Network & request tracing including HTTP/1–3 and gRPC
• Experience running security workshops, threat modelling sessions or training

• Able to plan and manage your workload across multiple projects and priorities
• Comfortable collaborating, influencing and sharing knowledge with other teams
• Passionate about secure, scalable and complex distributed systems
• Confident communicating security concepts to both technical and non‑technical people
• Motivated to push security forward across the business, not just maintain it

Don’t worry if you can’t tick all of these boxes! If you did, you might be exaggerating. We’d like to hear from you if this sounds like the kind of tech stack you’re used to working with.

Because we care about YOU. We pride ourselves on our culture, offering more than gimmicky branded merch and a PS5 you don’t have time to play. You are the most important aspect of our business. We want to grow and nurture you in an open and supportive environment. We create a safe and conducive atmosphere for you to share your ideas and make the necessary mistakes without the fear of failing - after all, mistakes are growing pains!

We bring our most authentic selves forward - no need to pretend to be something you’re not, we’d rather your energy went into something more fulfilling. We embrace and encourage individual quirks and believe these qualities should be celebrated as they are vital to our innovation. We actively seek new ways to develop ourselves and respond to feedback constructively. We proactively share advice with others to accelerate our growth with new insights and perspectives. We celebrate each others success because when we win, we win together and if we don't win, we learn together!

We’ve got important things covered, like having properly trained mental health first aiders, a wellbeing coach, work-life balance, tailored personal progression plans and the glue that holds us all together - our Slack channel.

We’re techy to the core, with technical leaders through to board level. We pride ourselves on our flat structure where directors sit in with the teams and are there when you need them. We encourage open and honest feedback, even if you’re critiquing your boss. No power games here!

We normally work from our offices in central Manchester & York, but we do offer remote/hybrid working roles.

• Great pay – and it’s always on time.
• No expectation of long hours. We respect your time.
• A personal development plan and regular 1:1s.
• Your choice of Mac, Linux or Windows Laptop
• Health Assured Employee Assistance Programme.
• Flexible hours and no dress code.
• Mental health first aiders.
• A strong learning culture with support for external training.

• Cycle to work scheme.
• Company pension scheme.

We are an equal opportunities employer and welcome applications from all suitably qualified candidates, regardless of age, disability, gender reassignment, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation, in line with the Equality Act 2010. If you require any reasonable adjustments as part of the recruitment process, please let us know. A member of our friendly recruitment team will contact you to discuss your needs in more detail and ensure appropriate arrangements are made.

Gear4music Ltd. in the United Kingdom is looking for a passionate software engineer dedicated to security, to collaborate across teams to ensure secure applications and services. You will work within a supportive culture that values individual growth and team success.

The ideal candidate will have experience in cloud security and DevSecOps practices, contributing to building secure systems while enjoying flexible working arrangements. Benefits include great pay, personal development plans, and a strong learning culture.

Responsibilities

• Answer inbound calls (and a few emails) from customers.
• Provide customers with friendly and professional advice on a wide range of musical instruments, related products, and audio‑visual equipment.
• Resolve challenging customer enquiries and escalations where appropriate.
• Become a valued member of our specialist Customer Service team.

• Multilingual – excellent written and verbal communication in English and Swedish.
• Confidence and an exceptional telephone manner with the ability to build rapport with customers.
• Some experience in a customer service environment.
• Computer‑literate to a high standard, with good Microsoft Office skills.
• Good knowledge of musical instruments and equipment is a plus.
• Reliable and committed to providing first‑class advice and service.
• Highly communicative.
• Interest and appreciation of music.

• Generous discount scheme across our full range of music and home entertainment products.
• Employee Assistance Programme offering 24/7 caring and compassionate support.
• Access to 30 qualified Mental Health First Aiders across the business.
• Free car parking with electric charging points.
• Onsite café and bar with regular social events.
• Onsite gym and physio with Gear4music discounts & perks.
• A relaxed dress code and a great coffee machine.
• Employee referral scheme.
• Employer pension scheme.
• Corporate eyecare vouchers.
• Cycle‑to‑work scheme.
• Company sick pay scheme.
• Enhanced maternity, paternity & adoption pay.
• Annual flu vaccinations.
• 26‑day per annum WFH policy where job roles permit.

Department: Customer Services

Contract type: Permanent

Hours: 39.5 per week

Working hours: 8 am to 4:30 pm, Monday to Friday, occasional Sunday work.

Salary: Dependent on experience

We are an equal opportunities employer and welcome applications from all suitably qualified candidates, regardless of age, disability, gender reassignment, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation, in line with the Equality Act 2010.

If you require any reasonable adjustments as part of the recruitment process, please let us know. A member of our friendly recruitment team will contact you to discuss your needs in more detail and ensure appropriate arrangements are made.

As one of the fastest-growing retailers of musical instruments and equipment, Gear4music is proud to be at the forefront of the music industry. We are more than just a retailer. We are a community of music enthusiasts who are committed to providing the best possible online shopping experience for our customers. Our passion for music drives us to constantly innovate and improve our offerings, and we are always looking for talented individuals who share our vision.

Our ideal applicant will be able to communicate well with our Portugese speaking customers. Ideally you will also be passionate about music and/or audio-visual products. Whether you are a DJ, play in a brass band, drum in a marching band, or love researching the latest home cinema or Wi‑Fi tech on the market we can use your knowledge.

• Answering inbound calls (and a few emails) from customers
• Providing customers with friendly and professional advice on a wide range of musical instruments and related products and/or audio visual & equipment
• Resolving challenging customer enquiries and escalating where appropriate
• Becoming a valued member of our specialist Customer Service team!

Whilst we have an idea in mind of what we need, we are inclusive, and we want applications from people with diverse backgrounds and experiences that can come together to make this new team into a success. If you are excited but not sure you tick every box, please apply, you may be the exact person we are looking for.

• Multilingual – excellent written and verbal communication skills in English and Portugese.
• Confidence and an exceptional telephone manner with the ability to build rapport with customers
• Some experience of working in a customer service environment
• Computer literate to a high standard, with good Microsoft Office skills
• A good knowledge of musical instruments and equipment would be hugely beneficial
• Reliable and committed to providing first class advice and service
• Highly communicative
• Ideally have an interest and appreciation of music

Working hours would be 9am till 5:30pm Monday to Friday with occasional weekend working.

Alongside the benefit of working with a fantastic bunch of talented people, we are committed to providing a well‑rounded benefits package that includes development opportunities and support for your wellbeing:

• Generous discount scheme across our full range of music and home entertainment products.
• Employee Assistance Programme, offering 24/7 caring & compassionate support across a wide range of areas.
• Access to 30 qualified Mental Health First Aiders across the business, demonstrating our commitment to prioritising mental health & wellbeing support as a ‘Mindful Employer’.
• Free car parking with access to electric charging points
• Our modern office space features an onsite café and bar where we hold regular social events.
• Onsite gym and physio with Gear4music discounts & perks
• A relaxed dress code and a great coffee machine to make your day more enjoyable.

Plus the following: employee referral scheme, employer pension scheme, corporate eyecare vouchers, cycle to work scheme, company sick pay scheme, enhanced maternity, paternity & adoption pay, annual flu vaccinations, access to the 26-day per annum WFH policy where job roles permit.

We have an open, collaborative, and friendly culture, and offer a supportive learning environment for people to grow and develop a career with us.

We are an equal opportunities employer and welcome applications from all suitably qualified candidates, regardless of age, disability, gender reassignment, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, sex, or sexual orientation, in line with the Equality Act 2010. If you require any reasonable adjustments as part of the recruitment process, please let us know. A member of our friendly recruitment team will contact you to discuss your needs in more detail and ensure appropriate arrangements are made.

Department : Customer Services
Contract type : Permanent
Hours : 39.5
Salary : Dependent on experience

Gear4music Ltd. in the United Kingdom is seeking a customer service specialist who can communicate fluently in English and Portuguese.

You will answer inbound calls and occasional emails, offering friendly, professional advice on musical instruments and AV equipment and resolving enquiries with care. Join a dynamic team within a fast-growing retailer known for its discount benefits, wellbeing support, and a collaborative culture.