At a Glance
- Tasks: Create impactful CRM journeys that boost customer loyalty and engagement.
- Company: Join Boden, a friendly and inclusive brand with a focus on teamwork.
- Benefits: Enjoy a competitive salary, generous clothing allowance, and 25 days holiday.
- Other info: Work in a dynamic environment with opportunities for growth and collaboration.
- Why this job: Make a real difference in customer experiences while developing your skills.
- Qualifications: Experience in CRM campaigns and a detail-oriented mindset are essential.
The predicted salary is between 35000 - 45000 £ 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 play a critical role in strengthening customer loyalty, improving engagement, and driving 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.
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’ll 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.
EEO Statement
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.
Senior CRM Executive (Lifecycle) employer: FashionUnited Group
Boden is an exceptional employer that fosters a collaborative and supportive work culture, where employees are encouraged to take ownership and drive high standards in their work. With a competitive salary, generous clothing allowance, and a focus on employee well-being through benefits like a virtual GP service and discounts, Boden prioritises both professional growth and personal satisfaction. Located in North Acton, the hybrid working model allows for flexibility while being part of a dynamic team dedicated to delivering impactful CRM journeys.
StudySmarter Expert Advice🤫
We think this is how you could land Senior CRM Executive (Lifecycle)
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn, especially those in the CRM team. A friendly chat can give you insider info and maybe even a referral!
✨Tip Number 2
Prepare for the interview by diving deep into lifecycle CRM strategies. Brush up on your knowledge of Ometria and be ready to discuss how you can optimise campaigns and improve customer engagement.
✨Tip Number 3
Show off your data skills! Be ready to share examples of how you've used metrics to drive decisions in past roles. This will demonstrate your insight-driven approach and commitment to continuous improvement.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our team.
We think you need these skills to ace Senior CRM Executive (Lifecycle)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with lifecycle CRM campaigns. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Show Off Your Data Skills:Since this role is all about data-driven decisions, include examples of how you've used metrics to optimise campaigns in the past. We love seeing candidates who can interpret performance data and turn it into actionable insights.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so make sure your key points stand out and are easy to read. Remember, less is often more!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at FashionUnited Group
✨Know Your CRM Inside Out
Make sure you’re familiar with the CRM tools mentioned in the job description, especially Ometria. Brush up on your knowledge of lifecycle campaigns and be ready to discuss how you've successfully delivered similar projects in the past.
✨Showcase Your Data Skills
Be prepared to talk about how you interpret performance metrics and use data to drive optimisation. Bring examples of how you've identified underperformance in previous roles and what steps you took to improve results.
✨Collaboration is Key
This role involves working closely with various teams, so highlight your experience in collaborating with Brand, Creative, and Insights teams. Share specific examples of how teamwork has led to successful campaign outcomes.
✨Demonstrate Your Process Mindset
Discuss your approach to maintaining operational excellence and how you ensure high QA standards. Be ready to share any process improvements you've implemented in past roles that have led to better efficiency or quality.
