London Office - CRM Executive

By living our values - we play to win, customer obsessed, we are one and it starts with me - we deliver That New Look Feeling for our customers and each other. 

THE ROLE:

As our CRM Executive, you'll be at the forefront of crafting best in class customer journeys and cutting-edge automation programs aimed at supercharging our customer database growth. Your mission? To ignite excitement, boost shopping frequency, and foster unwavering loyalty amongst our customer base, all while hitting revenue targets and driving traffic to our online platform, app, and retail stores.

WHAT YOU WILL BE DOING:

Key responsibilities will include overseeing the delivery and optimisation of multi-stage lifecycle campaigns, across various channels, conducting weekly reporting and analytics, and diving deep to understand our customer base inside out.

We're looking for someone who can juggle tasks with ease, flourishes in a fast-paced setting, and has a genuine interest in digital marketing, along with previous experience working with an ESP.

This will include:

• Own the set-up, build and deployment of all Club New Look loyalty campaigns across email, push and in-app messaging—from creative briefing to audience selection, QA, testing and deployment.
• Support the evolution of loyalty lifecycle journeys, ensuring communications build long-term engagement, value and member advocacy.
• Utilise programme insight, customer data, segmentation and competitor analysis to optimise loyalty campaigns and member experiences.
• Generate new, innovative ideas for loyalty CRM testing—supporting A/B and multivariate testing to continually improve engagement and conversion.
• Brief, build, amend and maintain all loyalty-related customer communications, including benefit reminders, reward nudges and onboarding flows.
• Assist the CRM Manager with strategic loyalty projects, seasonal initiatives and new feature launches within Club New Look.

ABOUT YOU:

• 2+ years’ experience in CRM or digital marketing, ideally with exposure to loyalty programmes, customer lifecycle marketing or retention strategy. 

• Confident using CRM platforms (Emarsys experience is a plus). 

• Highly organised with strong prioritisation skills. 

• Proactive, driven and comfortable working independently. 

• Methodical, logical and calm under pressure. 

• Positive, solutions-focused mindset. 

• Strong team player with a collaborative approach. 

• Thrives in a fast-paced and varied environment. 

• Excellent attention to detail in both data and creative delivery. 

• Strong computer literacy including Microsoft suite; Adobe Creative Suite experience is a bonus. 

WHATS IN IT FOR YOU:

• 40% staff discount plus friends & family discounts throughout the year
• Access to our reward platform for external discount and offers
• Private pension scheme
• Virtual GP access for you and your children – it allows you to speak to a doctor at a time and date that suits you
• All employees are covered by our life assurance policy from day one
• Unlock extra leave with our buy more holiday scheme.
• Celebrate YOU! Enjoy an extra paid day off on your birthday each year
• Enhanced maternity, paternity and adoption leave, and shared parental leave.
• Spread the cost of your commute with interest-free season ticket loans
• Do your bit for the environment and save money with our Cycle2Work scheme
• We're proud to partner with the Retail Trust and Fashion & Textile Children's Trust

DIVERSITY & INCLUSION STATEMENT

We care about you and the planet and believe fashion should be a force for positive change.  We celebrate inclusion and diversity in everything we do. We’re proud of our inclusive culture and our talented team members who embrace our shared purpose, behaviours and values.

We prioritise development, offering training to support your progression, so you can be your absolute best and achieve your goals.

We pride ourselves on being a flexible employer, our colleagues work a range of patterns. If you have a specific pattern in mind, we're keen to discuss this with you in line with the output needed for the role.