Senior CRM Lead for Email & SMS Campaigns in London

Stylish, grounded, uplifting - these values live through everything we do at Boden. Without the collaboration, honesty and friendship between our teams, we wouldn't be where we are today. We curate a world of beauty that's ethical, inclusive - and importantly - good fun. We inspire you to live your best life. We are Boden.

Overview

This Senior CRM (Broadcast) position sits within the CRM team and is responsible for the end‑to‑end operational delivery of CRM campaigns across email and SMS, supporting activity from initial briefing and testing through to build, QA, reporting and insight sharing. The Senior CRM Executive plays a key role in maintaining operational excellence, ensuring campaigns are executed to a consistently high standard and clearly reported on. The role combines hands‑on execution with strong ownership of workflow management, QA rigour, and performance reporting, enabling the business to trade effectively and at pace while continually improving through structured test‑and‑learn activity.

The role partners closely with Brand, Insights, and CRM stakeholders to deliver campaigns in line with the trading calendar, while identifying opportunities to improve processes, templates, and delivery standards to support scalability and performance.

Location: 3 days per week at our North Acton office, 2 days working from home.

What You Will Do

• Support the end to end campaign lifecycle, working from campaign briefs through to deployment, performance reporting, and insight sharing.
• Maintain operational excellence across CRM delivery, consistently delivering high first time QA pass rates and ensuring accuracy across all email and SMS campaigns.
• Enhance CRM templates and operational processes to improve speed, accuracy, and scalability.
• Partner with CRM Managers, Brand & Creative, Insights and Ecommerce during briefing, ensuring campaign objectives, audiences, test hypotheses, and success metrics are clearly defined.
• Support campaign testing setup, including segmentation, A/B tests and holdouts where required.
• Own and prioritise the weekly CRM build schedule, balancing workload and trading priorities.
• Build and quality assess CRM campaigns within Ometria, using approved templates and modular components.
• Produce post campaign and weekly reports, analysing performance across key KPIs and highlighting clear outcomes against original briefs and hypotheses.
• Ensure reporting outputs close the loop back to briefing, contributing to a feedback cycle.
• Monitor campaign performance and deliverability, proactively flagging performance or data issues.
• Maintain clear documentation and QA checklists, ensuring best practice is followed consistently.
• Act as a point of operational expertise within the CRM team, supporting continuous improvement.

What We Are Looking For

• An experienced CRM Executive with hands on experience building and QA'ing email and/or SMS campaigns within a CRM or ESP platform (Ometria experience preferred).
• Ideally previous management experience, or keen to enter a managerial level position.
• Highly detail oriented, with a strong track record of delivering accurate, high quality campaign execution.
• Comfortable managing multiple deadlines, able to prioritise workload effectively.
• Collaborative and relationship driven, with experience working closely with Brand, Creative, and commercial teams.
• Data literate and performance focused, confident interpreting campaign metrics.
• Process minded, with an interest in improving templates, ways of working, and workflows.
• Proactive and accountable, with a strong sense of ownership over campaign delivery.
• Customer focused and commercially aware, motivated by delivering CRM activity that supports both customer experience and business performance.

Our Behaviours

At Boden, how we work matters just as much as what we deliver. We keep things simple. We say what we mean, keep each other in the loop, and follow through on what we've said we'd do. We care about doing a good job - and we care about each other. We're always kind, often honest, and we will push for high standards without making it heavy. We know what we're good at, we lean on each other when needed, and we show up as a team - taking ownership and getting things done together.

What We Offer

• Competitive salary & targeted annual bonus scheme.
• Generous Boden clothing allowance!
• 30% discount on all current clothing ranges.
• 25 days Holiday annually, plus Bank Holidays.
• Online Portal with an array of discounts on retail & entertainment.
• Virtual GP Service for you and your household!
• Free onsite parking and subsidised café.

We want Boden to be the place everyone wants to work. Friendly, open and tolerant. A best-of-British company with diverse teams, equal opportunities, and fair working and recruitment practices. We believe in hiring the best person for the job whoever they are, helping them thrive in it and celebrating their individuality. We would like to encourage people from a diverse range of backgrounds to apply for our roles. If you need any reasonable adjustments or additional support during your application process, please do not hesitate to let us know.