London Office - CRM Executive

Overview

In this role you will lead and optimise CRM-driven customer journeys to grow the loyalty base and drive revenue. You will work within the Marketing team to deliver multi-channel lifecycle campaigns and use data insights to improve engagement. The position focuses on loyalty programme growth, segmentation, and testing to increase conversion and traffic across channels. You’ll collaborate cross-functionally to launch new loyalty features and seasonal initiatives, shaping a data-informed customer experience.

Responsibilities

• Set up, build and deploy loyalty campaigns across email, push and in-app channels from brief to QA, testing and deployment
• Develop and evolve loyalty lifecycle journeys to drive long-term engagement and advocacy
• Analyse programme data, segmentation and competitive insights to optimise campaigns and member experiences
• Generate ideas for CRM testing (A/B and multivariate) to improve engagement and conversion
• Create and manage loyalty communications (benefit reminders, reward nudges, onboarding flows)
• Support CRM Manager with strategic loyalty projects, seasonal initiatives and new feature launches
• Oversee reporting and analytics for campaign performance on a weekly basis
• Collaborate with cross-functional teams to ensure consistency and alignment across channels

Key requirements

• 2+ years in CRM or digital marketing, with loyalty or retention experience
• Experience with CRM platforms (Emarsys is a plus)
• Strong organisation and prioritisation skills
• Independent, proactive, and solutions-oriented
• Calm under pressure with attention to detail in data and creative delivery
• Team player with collaborative mindset
• Proficient in Microsoft Suite; Adobe Creative Suite experience is a bonus

• proactive
• detail-oriented
• collaborative
• CRM platforms (Emarsys)
• multi-channel campaign management
• A/B and multivariate testing

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