At a Glance
- Tasks: Create impactful CRM journeys that boost customer loyalty and engagement.
- Company: Join a dynamic team at a leading brand focused on customer experience.
- Benefits: Enjoy competitive salary, generous clothing allowance, and 25 days holiday.
- Other info: Hybrid work model with opportunities for professional growth.
- Why this job: Make a real difference in customer relationships while developing your skills.
- Qualifications: Experience in CRM campaigns and strong attention to detail required.
The predicted salary is between 40000 - 50000 £ per year.
This Senior CRM (Lifecycle) role sits within the CRM team and is responsible for the end‑to‑end operational delivery of lifecycle CRM journeys across email and SMS. These journeys strengthen customer loyalty, improve engagement, and drive long‑term value through timely, relevant, and personalised communications. The Senior CRM Executive (Lifecycle) owns the build, QA, optimisation, and reporting of always‑on CRM journeys, ensuring they operate reliably at scale while continuously improving through structured test‑and‑learn activity. The role combines hands‑on execution with strong ownership of workflow management, data accuracy, QA rigour, and performance reporting. This role partners closely with Brand, Creative, Insights, and CRM stakeholders to deliver lifecycle campaigns aligned to customer priorities, while identifying opportunities to improve templates, processes, and journey logic to support scalability and performance.
Location: 3 days per week at our North Acton office, 2 days working from home.
What You Will Do
- Deliver high‑impact lifecycle journeys that strengthen customer loyalty and improve experience across key moments – onboarding, engagement, retention, and reactivation.
- Own and prioritise the weekly lifecycle build and optimisation schedule, balancing new journey development, BAU maintenance, and optimisation work in line with agreed priorities.
- Build and QA lifecycle campaigns within Ometria to a high technical and brand standard, using approved templates, modular components, and best‑practice journey structures.
- Partner with CRM Managers, Brand & Creative, and Insights teams during briefing to ensure lifecycle objectives, audiences, triggers, test hypotheses, and success metrics are clearly defined and accurately translated into journey logic and segmentation.
- Maintain operational excellence across all lifecycle delivery, consistently achieving high QA pass rates, maintaining clear documentation and checklists, and reducing manual effort and risk through continuous process improvement.
- Monitor live journey performance and campaign data health, proactively identifying underperformance, deliverability risks, or data issues and escalating with clear recommendations.
- Produce weekly performance reports and analyse journey results against objectives, surfacing actionable insights, clear test outcomes, and optimisation opportunities, ensuring learnings feed back into future iterations and lifecycle strategy.
- Support A/B testing setup across messaging, timing, cadence, and content, ensuring tests are correctly implemented, documented, and QA'd.
What We Are Looking For
- An experienced CRM Executive with hands‑on experience delivering lifecycle or triggered CRM campaigns within an ESP or CRM platform (Ometria experience preferred).
- Highly detail oriented, with a strong track record of delivering accurate, reliable, always‑on CRM activity and high QA standards.
- Comfortable managing complex journey logic and multiple priorities, balancing BAU delivery with optimisation and improvement work.
- Collaborative and relationship driven, with experience working closely with Brand, Creative, and Insight teams.
- Data literate and insight driven, confident interpreting lifecycle performance metrics and test results to drive optimisation.
- Process minded and improvement focused, with an interest in scaling lifecycle activity through better templates, automation, and ways of working.
- Proactive and accountable, with strong ownership over journey performance, data quality, and operational standards.
- Customer focused and commercially aware, motivated by delivering CRM that adds long‑term value for both customers and the business.
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.
Equal Opportunities & Accommodations
We 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.
Senior CRM Lifecycle Specialist (Hybrid) – Deliver Impact employer: Boden
As a Senior CRM Lifecycle Specialist at our North Acton office, you will thrive in a dynamic and collaborative work culture that prioritises employee growth and development. We offer competitive salaries, generous benefits including a clothing allowance and discounts, and a supportive environment that encourages innovation and continuous improvement. Join us to make a meaningful impact on customer loyalty and engagement while enjoying the flexibility of a hybrid working model.
StudySmarter Expert Advice🤫
We think this is how you could land Senior CRM Lifecycle Specialist (Hybrid) – Deliver Impact
✨Tip Number 1
Get to know the company inside out! Research their CRM strategies, recent campaigns, and overall brand ethos. This will help you tailor your conversations and show that you're genuinely interested in how you can contribute.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common CRM-related questions. Think about your past experiences and how they align with the role. Be ready to discuss specific campaigns you've worked on and the results you achieved.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. Plus, it shows you’re proactive and keen to join the team!
We think you need these skills to ace Senior CRM Lifecycle Specialist (Hybrid) – Deliver Impact
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with CRM campaigns, especially if you've worked with Ometria. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Detail Orientation:Since this role requires a keen eye for detail, include examples of how you've maintained high QA standards in your previous work. We love seeing candidates who can demonstrate their commitment to accuracy and reliability in CRM activities.
Highlight Collaboration Skills:This position involves working closely with various teams, so share instances where you’ve successfully collaborated with Brand, Creative, or Insights teams. We’re looking for team players who can build strong relationships and drive results together!
Apply Through Our Website:We encourage you to submit your application through our website for the best chance of being noticed. It’s the easiest way for us to keep track of your application and ensure it gets into the right hands!
How to prepare for a job interview at Boden
✨Know Your CRM Inside Out
Make sure you’re well-versed in CRM concepts, especially lifecycle campaigns. Brush up on your experience with Ometria or similar platforms, and be ready to discuss specific campaigns you've worked on. This will show that you can hit the ground running.
✨Showcase Your Data Skills
Prepare to talk about how you’ve used data to drive decisions in past roles. Bring examples of how you’ve monitored performance metrics and made adjustments based on insights. This will demonstrate your analytical mindset and ability to optimise campaigns.
✨Collaboration is Key
Since this role involves working closely with various teams, think of examples where you’ve successfully collaborated with Brand, Creative, or Insights teams. Highlight how you’ve navigated different perspectives to achieve a common goal.
✨Be Process-Oriented
Discuss your approach to maintaining operational excellence and QA standards. Share any experiences where you’ve improved processes or templates to enhance efficiency. This will show that you’re proactive and focused on continuous improvement.
