CRM Specialist
£35K to £38K | Central London | Mon – Fri | 9am to 5:30pm | Office Based
We are seeking a talented and commercially driven CRM Specialist to join our clients Ecommerce Marketing team in London. This is a hands-on, end-to-end role at the heart of their CRM channel activity, responsible for executing and optimising the email communications across the European market.
You will work closely with the Head of Ecommerce Marketing and collaborate across the wider marketing, ecommerce and merchandising teams to deliver a CRM program that drive customer engagement, retention and revenue. This is an exciting opportunity to shape the CRM function at a pivotal stage of growth, with significant scope to build best-in-class lifecycle marketing from the ground up.
To be considered for this role you must meet the following criteria.
Essential Skills and Experience
- 2–4 years' experience in a CRM, email marketing or lifecycle marketing role, ideally within ecommerce, retail or fashion
- Hands-on experience building, testing and deploying campaigns in Klaviyo is ideal
- Experience managing multi-market or multi-language CRM communications is a strong advantage
- Solid understanding of segmentation, A/B testing and email deliverability best practices
- Proficient in Excel or Google Sheets, including formulas, pivot tables and data manipulation
- Familiarity with Google Analytics or similar web analytics tools
- Analytically minded with a data-driven approach to decision making and optimisation
- Strong attention to detail with a rigorous approach to QA and campaign accuracy
- Customer-centric, with a genuine interest in understanding customer behaviour and improving the customer experience
- Commercially aware, with an understanding of how CRM activity connects to revenue and retention outcomes
- Proactive and adaptable, comfortable pivoting quickly as business priorities evolve
- Strong communicator, able to present performance insights clearly to stakeholders
- Collaborative team player, comfortable working cross-functionally with ecommerce, merchandising and brand teams
Roles and Responsibilities
Campaign Planning & Execution
- Own the end-to-end delivery of email campaigns: briefing, build, QA, scheduling and deployment via Klaviyo
- Manage the CRM calendar aligned to the trading and marketing calendar, adapting quickly to commercial priorities such as product launches, peak periods and stock changes
- Brief in copy and creative to align to brand guidance and business needs
- Execute all campaigns across multi-market and multi-currency
- Ensure all campaigns are accurate, on-brand and delivered on time, maintaining a rigorous QA process
Automation & Lifecycle
- Build, maintain and optimise automated flows across the customer lifecycle, including welcome, post-purchase, browse abandonment, cart abandonment, re-engagement and win-back
- Identify opportunities to introduce new automations that improve engagement and drive incremental revenue
Segmentation & Personalisation
- Develop and manage customer segments in Klaviyo
- Use segmentation and dynamic content to improve message relevance and drive engagement across different customer cohorts
Reporting & Optimisation
- Track and report on CRM performance metrics including open rate, click-through rate, CTOR, conversion, revenue contribution and unsubscribe rate
- Produce regular performance reports with clear insights and actionable recommendations to share across the business
- Design and execute A/B tests across subject lines, content, send times and segmentation strategies, embedding a test-and-learn culture
- Stay current with Klaviyo platform developments and CRM best practices, proactively bringing new ideas to the team
Cross-Functional Collaboration
- Work closely with the Ecommerce, Merchandising and Brand Marketing teams to align CRM messaging, timing and creative assets
- Support localisation of communications across European markets, adapting content for regional audiences and languages
KPIs
- Growth in active customer base and improvement in customer lifetime value (LTV)
- Increased engagement (CTR and Open Rates) across campaigns and flows
- CRM channel revenue contribution as a percentage of total online revenue
- Consistent, on-time delivery of the CRM calendar with a high standard of execution and QA
What’s in It for You?
- £35,000 to £38,000 (depending on qualifications & experience)
- 25 days of annual leave + bank holidays
- Additional days holiday between Christmas and New Year if the Directors decide to close the business
- Standard working hours 9 to 5:30 - 30 min lunch = 40 hours a week
- 1-day WFH after probation and training at the company’s sole discretion (non-contractual)
- Workplace Pension Scheme
- 60% Discount on our products that we have on Ecommerce
- Sample sales 2+ times a year
- Short Leave – with pre-approval from Line Manager to take up to 2 hours off without deduction from holiday allowance
- Statutory sick pay
- Annual pay review and/or bonus at the Directors discretion
If this sounds like the next step in your CRM career, we’d love to hear from you—apply today and help shape the future of customer engagement. Contact Louise – [email protected]
