CRM Support Manager in City of London

As the CRM/Email Executive, you will be responsible for the day-to-day execution of our email marketing campaigns. Reporting to the Global CRM & Loyalty Lead, you will implement email marketing strategies, build and schedule email campaigns, and ensure the delivery of on-brand content. You will work closely with internal teams to gather briefs, manage assets, and monitor the performance of all CRM communications to drive customer engagement and retention.

Key Responsibilities:

• Campaign Execution: Build and execute email marketing campaigns using Klaviyo or similar CRM platforms, ensuring campaigns are launched accurately and on time. Set up campaign briefs, coordinate with relevant teams, and ensure creative and content are aligned with brand guidelines. Write or adapt clear, on-brand email copy that drives engagement and conversion. Schedule and manage campaign deployment, ensuring correct customer segmentation and deliverability.
• Email Optimisation: Support the CRM Lead in implementing automated email flows, such as welcome journeys, post-purchase follow-ups, and abandoned cart recovery. Regularly review and test email subject lines, content, and CTAs to optimise performance and maximise open, click-through, and conversion rates. Collaborate on A/B testing strategies to improve campaign outcomes and incorporate learnings into future emails.
• Content & Asset Coordination: Collaborate with the creative and content teams to ensure all email assets (copy, images, and design elements) are delivered according to brief and on time. Manage the email content calendar, ensuring campaigns are well-planned and aligned with product launches, promotions, and seasonal marketing activities.
• Database Segmentation: Assist in the segmentation of the customer database for targeted campaigns based on behaviour, demographics, and purchase history. Ensure email content is relevant to segmented audiences and personalised wherever possible.
• Analysis & Reporting: Monitor and track email performance, providing weekly and monthly reports on key metrics such as open rates, click-through rates, conversion rates, and unsubscribe rates. Work closely with the CRM Lead to analyse email campaign results and identify trends and opportunities for improvement. Use insights to recommend adjustments to email strategies and report findings to key stakeholders.
• Cross-functional Collaboration: Support the CRM Lead in managing cross-functional communication to ensure all teams are aligned on email marketing strategies and goals. Coordinate with the eCommerce, product, and marketing teams to ensure email campaigns support broader business objectives.

What we’re looking for:

• ~1-3 years of experience in CRM, email marketing, or a related role, preferably within a DTC or eCommerce environment.
• ~ Deep proficiency in Klaviyo or similar email marketing platforms.
• ~ Understanding of email marketing best practices, including deliverability, segmentation, and personalisation.
• ~ Strong attention to detail with experience in building and scheduling email campaigns.
• ~ Basic knowledge of email specific code (eg. Liquid).
• ~ Excellent communication skills with the ability to write clear, concise briefs and coordinate with cross-functional teams.
• ~ Comfortable contributing to or adapting email copy, with an understanding of tone of voice and what drives engagement.
• ~ Strong analytical mindset, with experience in reporting on email performance and identifying areas for improvement.
• ~ Ability to multitask and manage multiple projects simultaneously in a fast-paced environment.

Key Performance Indicators (KPIs) you’ll own:

• Email engagement (clicks/opens/conversions)
• Sign up form completion rates.
• Campaign performance metrics (e.g., A/B test results, customer feedback).
• Growth and engagement of segmented high value audiences.

What We Offer:

• Product allowance and generous employee discount for friends and family.
• Company bonus scheme.
• Free lunch 2x per week.
• Opportunity to join at a pivotal stage of growth.
• Hybrid-working 2 days from home / 3 days in office.
• Flexible working hours.