CRM Executive

We're looking for a CRM Executive to help shape the future of customer marketing at Gear4music! This is an exciting opportunity to play a key role in developing our CRM strategy, delivering engaging campaigns and customer journeys that drive retention, loyalty, and lifetime value.

What you'll be doing:

• Execution of CRM campaigns across email, with scope for expansion into new channels as our capabilities grow.
• Collaborating with internal stakeholders to develop the email campaign calendar, ensuring commercial objectives are supported.
• Supporting the development and optimisation of the customer lifecycle, from onboarding to retention.
• Developing increasingly personalised CRM experiences through customer segmentation, behavioural data and automation to drive lifetime value.
• Driving experimentation roadmap through A/B testing, analysis and ideation for continued improvement.
• Championing adoption of AI and automation into CRM workflows to improve efficiency and output quality.
• Monitoring CRM channel performance, deliverability and data quality, proactively identifying risks and opportunities.
• Maintaining GDPR compliance across CRM activity.

We'd love to meet someone with:

• 2+ years in a CRM or email marketing role.
• Solid understanding of customer lifecycle marketing, including onboarding, engagement, retention and reactivation strategies.
• Hands-on experience building campaigns, segments and automated journeys within leading CRM platforms (e.g. Bloomreach, Klaviyo, Braze, Ometria, Salesforce Marketing Cloud).
• Proven ability to drive engagement through A/B testing or data-led campaign and segmentation optimisation.
• Strong analytical skills, comfortable interpreting data and turning it into clear recommendations.
• Proficiency with Excel is beneficial.
• Experience using AI tools to enhance workflows and output quality.
• Confident communicator, comfortable presenting campaign results and recommendations to stakeholders in cross-functional teams.
• Curiosity and genuine passion for improving customer experience.

What success looks like:

• Improvement in CRM engagement, conversion and revenue metrics through structured testing and optimisation.
• A well-maintained and growing experimentation roadmap with documented learnings.
• Consistent, on-time delivery of the campaign calendar with strong stakeholder feedback.
• Demonstrable contribution to customer lifecycle performance and retention metrics.

You'll have the opportunity to drive Gear4music into a new era for customer marketing, defining and developing the customer lifecycle to deliver real benefits to customer lifetime value. You'll work with best-in-class CRM tools to execute and optimise campaigns and automated customer journeys. You'll be joining a collaborative marketing team and reporting directly to the CRM Manager, with genuine scope to develop your skills and grow your career as our CRM function expands. If you're passionate about music and customer experience, this is a fantastic place to do meaningful work.

What we'll give you:

• Generous discount scheme across our full range of music and home entertainment products.
• Employee Assistance Programme, offering 24/7 caring & compassionate support across a wide range of areas.
• Access to 30 qualified Mental Health First Aiders across the business, demonstrating our commitment to prioritising mental health & wellbeing support as a ‘Mindful Employer’.
• Free car parking and electric charging points.
• Our modern office space features an onsite café and bar where we hold regular social events.
• A relaxed dress code.
• Onsite gym and physio with subsidised sessions.
• Employee referral scheme.
• Employer pension scheme.
• Corporate eyecare vouchers.
• Cycle to work scheme.
• Company sick pay scheme.
• Enhanced maternity, paternity & adoption pay.
• Annual flu vaccinations.

We have an open, collaborative, and friendly culture, and offer a supportive learning environment for people to grow and develop a career with us.