Senior CRM Executive in London

At Crew Clothing, we believe clothes are about so much more than “just clothes”. Designed with the spirit of the south coast in every stitch, our crossed oars are a mark of timeless British style. These are clothes for life’s best moments. We believe in collaboration, kindness and creativity, in celebrating our successes and championing our customer at every step of the way. From ’93 to now, people have been at the heart of everything we do. It’s in our name – Crew.

Purpose Of The Role

This is a hands-on, execution-focused role at the heart of our CRM operation. You’ll be responsible for the day-to-day delivery of email, SMS and lifecycle campaigns across Crew Clothing, with exposure to our wider brand portfolio including Ben Sherman, Saltrock and Pringle. Working closely with the CRM Manager, you’ll take strategy and turn it into action – building campaigns, owning the send calendar, managing automations, and ensuring every customer communication is timely, relevant and on-brand. You’ll also be the team’s primary reporting voice, helping define dashboards that translate channel and campaign performance into clear, actionable insight.

We’re in a period of genuine transformation. We’re replatforming, building out our data warehouse, and embedding AI tools into our daily workflow. This isn’t a role where you’ll just maintain the status quo. We’re looking for someone who is curious about what’s next – someone who wants to understand how technology, data and customer behaviour connect, and who will help us keep raising the bar. It would suit a confident, technically-minded CRM professional with a genuine interest in brand and fashion retail, an instinct for data, and the kind of curiosity that means they’re always asking “what if?”

Responsibilities

• CRM Execution & Campaign Delivery: Plan, build and execute BAU email and SMS campaigns in line with the trading calendar, working to maximise revenue, engagement and customer lifetime value. Own the day-to-day management of automated lifecycle programmes, identifying opportunities to optimise triggers, content and timing. Collaborate with the creative team to deliver engaging, on-brand email content that reflects Crew’s identity and encourages customer loyalty. Maintain a disciplined test-and-learn approach across all CRM channels, documenting results and feeding insights back into planning. Ensure all campaigns are quality-checked, correctly segmented and deployed on time, every time.
• Reporting & Insight: Build and maintain CRM performance dashboards that give the team and wider business clear visibility of campaign effectiveness, customer behaviour and channel contribution. Translate data into meaningful narrative – not just what happened, but what it means and what we should do about it. Support the CRM Manager with performance reporting for senior stakeholders, ensuring accuracy and commercial relevance. Work with the Customer Data and Insight team to identify opportunities within customer segments and lifecycle stages.
• Technology, Platforms & Innovation: Be the team’s go-to person for platform knowledge across our CRM and marketing technology stack. Work with third-party partners and internal technical teams to troubleshoot issues, implement improvements and maintain platform health. Stay curious about emerging tools, platforms and approaches – particularly in the areas of AI, automation and customer data – and bring ideas forward where there’s a genuine opportunity to improve how we work. Support the team through platform transitions and re-platforming activity, helping to ensure CRM continuity and data integrity throughout.
• Collaboration & Brand Support: Act as a key point of contact for CRM execution across the business and with external partners. Work collaboratively with the wider ecommerce, trading, brand marketing and creative teams to align CRM activity with broader commercial objectives. Provide hands-on support across our brand portfolio as required, contributing to multi-brand CRM delivery.

Essential Key Skills & Experience

• Solid experience in a CRM or email marketing execution role, ideally within retail or fashion.
• Hands-on experience building and deploying multi-step automated campaigns using a leading email or CRM platform.
• Confident working with data – comfortable building dashboards, interpreting campaign metrics and drawing out commercial insight.
• Strong attention to detail with the ability to manage multiple campaigns and deadlines simultaneously.
• A collaborative, positive approach with the ability to work across teams and manage external partners effectively.
• Genuine curiosity about technology, data and how customer behaviour is evolving – someone who actively seeks out what’s new and what’s next.

Desirable

• Experience working with platforms such as Ometria, Wunderkind, Attentive, Emarsys, Klaviyo, Shopify or similar platforms or marketing automation tools.
• Experience building reporting dashboards using tools such as Looker Studio, Power BI or equivalent.
• Familiarity with SMS and direct mail as CRM channels.
• An interest in or early experience/adoption of AI tools, large language models or machine learning concepts and how they might apply to CRM and marketing.
• Experience working in a multi-brand retail environment.
• Exposure to ecommerce platforms such as Shopify or BigCommerce with an understanding of how platform data flows into CRM activity.

Skills

• CRM
• Email Development