CRM Executive

Description:

We’re looking for a proactive and detail-oriented CRM Executive to join our Retention team within the Automations & Journeys team. You’ll support the planning, build, execution and optimisation of automated CRM journeys across Email, Direct Mail and SMS, ensuring they’re engaging, customer-first, and aligned with both trade and brand goals. From briefing and workflow management to building, QA, scheduling, monitoring and performance analysis, you'll play a hands-on role throughout the full automation lifecycle.

With previous experience in Email or CRM marketing, you’ll be ready to take more ownership and contribute ideas that drive continuous improvement. You’ll help develop and maintain automated customer journeys, triggers and programmes, ensuring smooth, efficient processes and that activity is delivered on time and to a high standard. Strong communication, great organisation, and a collaborative mindset are essential, alongside a passion for retail and a sharp eye for relevant, engaging and commercially impactful marketing.

Key responsibilities:
 

• Own the day-to-day execution and maintenance of automated CRM journeys, including briefing, building, QA/proofing, testing, scheduling and deployment, ensuring activity is delivered accurately and on time.
• Support the development and optimisation of automated customer journeys across key lifecycle stages, including Nursery, Reactivation and other retention programmes.
• Responsible for the execution of Direct Mail campaigns end-to-end, including briefing, audience management, proofing, production and delivery.
• Monitor live automations and proactively identify and resolve issues, ensuring journeys, triggers, audience selection and customer communications are working as intended.
• Work closely with CRM Managers and wider marketing teams to translate customer and commercial requirements into effective automated journeys and communications.
• Manage key stakeholders throughout the automation process, including design, copy, buying & merchandising, web, data/analytics and senior marketing team members.
• Use customer behaviour, performance data, previous learnings, competitor activity and best practice to identify opportunities to improve existing journeys and develop new automation activity.
• Provides regular updates on automation, journey and Direct Mail performance to be presented to key stakeholders. Presents learnings and recommendations and ensures insights are actioned to continuously improve the CRM programme and customer experience.
• Uses initiative to problem solve independently and quickly highlights issues, escalating where further support is needed to ensure the impact on the overall process and delivery of automated activity and Direct Mail is minimised.
• Supports the creation of clear, insight-led briefs for new and existing automated journeys, ensuring communications are commercially relevant, on-brand and customer-focused.
   

This is an exciting and varied role, which works with teams across the business to deliver best-in-class email, Direct Mail, SMS and automated customer journey activity. You’ll have the opportunity to make a tangible impact on how we communicate with customers throughout their lifecycle.

Experience Required:
 

• Marketing (or relevant) Undergraduate degree – relevant experience ideally within retail, with experience in Email, CRM or Marketing Automation
• Excellent written English
• Experience of working with customer data, segmentation or lifecycle marketing would be advantageous
   

Behavioural Competencies:
 

• Exceptional attention to detail
• The ability to work both as part of a team and to take individual initiative
• Highly organised and able to prioritise and manage time effectively
• Excellent communication skills and confident in managing a range of key stakeholders and working across departments
• Commercially driven with a strong creative flair
• Ability to think analytically and deliver concise, insightful reporting to support decision-making
• Flexible and focused, comfortable with shifting priorities and time-sensitive tasks
• Proactive and solutions-focused, with a willingness to investigate issues and continuously improve processes and customer journeys
   

Technical Skills:
 

• Experience building emails in an ESP (Bloomreach experience a strong advantage)
• Experience of building or managing automated customer journeys, triggers or lifecycle programmes
• Understanding of CRM fundamentals including segmentation, targeting, testing and performance measurement
• Knowledge of project management tools, such as Asana
• Comfortable working with data and using performance metrics to identify opportunities and troubleshoot issues