Email Marketing Specialist

Role: CRM Manager

Department: E-commerce

Location: Central London / Hybrid

Up to £40k

About the Company

We are recruiting for a high-growth, premium D2C ecommerce fashion brand. The business is expanding its CRM team to support long-term customer engagement across it's ecommerce offerings.

The Role

This is a hands-on and strategic CRM Manager or senior exec role, ideal for someone with at least three years of experience in CRM or lifecycle marketing roles. You’ll own and execute campaigns that span welcome journeys, post-purchase flows, and ongoing engagement, using Klaviyo and Shopify to manage, personalise and optimise all CRM activity.

You’ll be responsible for growing customer retention and loyalty through intelligent, data-led campaigns. The role spans email, SMS, and first-party data strategy, supporting both premium product sales and high-value service/event participation.

Key Responsibilities

• Build and manage a first-party data strategy, evolving the CRM database into a core brand asset
• Create and optimise automated customer lifecycle journeys – including welcome, cross-sell, loyalty, and win-back flows
• Deliver campaign and always-on communications via email and SMS using Klaviyo
• Segment audiences using Shopify data to create personalised communications based on behaviour and intent
• Craft messaging that supports both technical product details and emotive storytelling
• Collaborate across e-commerce, creative, product, and experiential teams for joined-up delivery
• Manage the CRM calendar to align with product launches, customer journeys, and marketing moments
• Run A/B testing and continually refine strategy based on campaign performance
• Analyse metrics and report on engagement, retention, and customer lifetime value
• Ensure GDPR compliance and best practice in data handling
• Support the wider marketing and CX teams as needed

About You

You’re a commercially minded CRM specialist with a passion for creating meaningful customer experiences. You’re just as comfortable interpreting data as you are crafting copy, and you thrive in premium, purpose-led environments. You’re confident building CRM programmes from the ground up and want to make your mark within a growing, creative brand.

Experience Required

• 3+ years’ experience in CRM, email, or lifecycle marketing
• Strong track record in ecommerce or direct-to-consumer roles
• Experience balancing product-based campaigns with longer-term engagement strategies
• History of building customer journeys, segmentation strategies, and optimising lifecycle flows
• Experience working in fast-paced or scaling environments
• Cross-functional collaboration with brand, ecommerce, product and creative teams
• Demonstrable ownership of campaign KPIs, data strategy, or CRM calendar

Tools & Knowledge

• Advanced experience with Klaviyo (automations, segmentation, testing, analytics) or similar system
• Proficient with Shopify data and using it for behavioural segmentation or similar system
• Working knowledge of GDPR, deliverability best practice, and opt-in data management
• Bonus: exposure to Zendesk or similar CX platforms

Skills & Strengths

• Strategic mindset with strong technical CRM foundation
• Data literate – able to analyse performance and optimise based on results
• Confident working across physical product and experience-led customer journeys
• Able to develop emotionally resonant, insight-led messaging
• Comfortable managing budgets, calendars, and multichannel campaigns
• Highly collaborative, proactive, and commercially aware
• Passion for brand storytelling, customer behaviour, and purpose-driven businesses

Benefits

• 25 days holiday, with increases based on tenure
• Option to purchase additional holiday days
• Private healthcare
• Enhanced maternity and paternity pay
• Company sick pay and pension contribution
• Group Life Assurance (3x salary)
• Employee Assistance Programme and Virtual GP access
• Annual product allowance and staff discount
• Friends and family discount
• Some travel to Europe on team away days!