Customer Relationship Management Executive

Customer Relationship Management Executive

We are currently seeking a Senior CRM Executive to join our team. Reporting to the Head of CRM, you will play a crucial role in optimising our current CRM channels, delving into new channels and driving customer retention.

You’ll play a key role in delivering and evolving the CRM strategy with a strong focus on automation, lifecycle optimisation, and performance.

Working closely with the Head of CRM, you’ll be responsible for building, managing, and optimising always-on and campaign-based CRM activity across both brands.

Key responsibilities include:

• Supporting the Head of CRM in the delivery and ongoing evolution of the CRM and lifecycle strategy across multiple brands
• Owning the planning, execution, and optimisation of automated CRM journeys, including the likes of welcome, abandoned browse/cart, post-purchase, win-back, reactivation, and loyalty flows
• Managing and executing creative CRM campaigns across email, push, in-app and web push, ensuring tone of voice and messaging is aligned to each brand’s audience
• Developing and refining automation logic, triggers, and customer journeys, continuously improving performance through testing and iteration
• Creating, maintaining, and optimising customer segmentation and targeting strategies to drive relevance, engagement, and revenue
• Briefing campaign creative into the Graphic Design team and ensuring assets are delivered on time and to brief
• Signing off final CRM campaigns from creative through to build, ensuring accuracy, quality, and best practice
• Working closely with Marketing, Merchandising, and Trading teams to ensure CRM activity is commercially aligned, timely, and accurate
• Leading A/B testing and experimentation across CRM channels, using insights to drive continual improvement
• Monitoring, analysing, and reporting on CRM performance across all channels, extracting actionable insights and recommendations
• Keeping up to date with CRM, automation, and retail trends, and proactively bringing new ideas, tools, or partners to the table
• Challenging the status quo and contributing innovative thinking to how CRM supports growth across both brands

4+ years’ experience in a CRM or lifecycle marketing role, ideally within ecommerce or fashion retail

Strong hands‑on experience building and optimising automated CRM programmes, including welcome, abandoned browse/cart, post‑purchase, reactivation, and win‑back journeys

Creatively strong, with the ability to produce engaging, eye‑catching CRM content and on‑brand, catchy copy that resonates with our customer across multiple channels

Confident writing for different CRM touchpoints (email, push, SMS, in‑app), adapting tone of voice maintaining brand consistency

A strong eye for creative detail, layout, and messaging, with the ability to brief designers clearly and elevate campaign output

Comfortable working with enterprise‑level ESPs (experience with Ometria, Klaviyo or Bloomreach highly desirable)

Highly analytical, with experience analysing performance data and using insights to continuously improve journeys, content, and conversion

Commercially minded, with a clear understanding of how CRM activity drives engagement, retention, and revenue

Highly organised and comfortable managing multiple campaigns, automations, and priorities at pace

Strong stakeholder management skills, particularly when working with Buying, Merchandising, and Creative teams

Curious, proactive, and excited by testing new ideas, formats, and creative approaches

Passionate about fashion, retail, and digital marketing, with a desire to push CRM beyond “business as usual”

Enjoys working in a fast‑paced, scaling environment and contributing ideas that shape how CRM evolves across both brands

Mid‑Senior level

Full‑time

Retail and Retail Apparel and Fashion