Customer Relationship Management Specialist

We have a fantastic opportunity for a CRM Marketing Specialist to join our team here at Lands’ End Europe. An exciting opportunity for an experienced CRM Marketing Specialist to leverage our marketing strategies, improve customer engagement levels and drive business growth. This role will sit within a wider European team based either in Oakham, England, or in Mettlach, Germany. Please note this role is a hybrid working role and so will require some time spent in the office each month.

The job holder will be responsible for the creation and implementation of the CRM marketing strategies leading to development in process, best practice and innovation. The successful CRM Marketing Specialist will provide advice to stakeholders throughout the end-to-end campaign process around segmentation, design, expected engagement and automation. While based in the Marketing team, the individual will drive close collaboration among key stakeholders across the Marketing team, E-commerce, Creative, Supply and Finance teams.

What you can expect from the role:

• Plan, build, and execute multi-channel CRM campaigns including email, SMS and support Direct Marketing organic and managed channels.
• Manage and optimize customer journeys and automation workflows to improve engagement and conversion rates.
• Using data science techniques tailored marketing customer segmentation based on behaviour, preferences, triggers and purchase history to deliver personalized content and offers.
• Monitor, analyse and report campaign performance key metrics such as open rates, CTRs, conversions, churn rates, CLV, etc.
• Analyse campaign performance and customer behaviour data to refine CRM tactics.
• Collaborate with key stakeholders such as e-commerce, brand creative, content, merchandising and supply teams to ensure consistent messaging and brand alignment.
• Maintain CRM database accuracy and ensure compliance with privacy laws (e.g., GDPR).
• Lead selection, implementation and maintenance of the key EU CRM tools and platforms.
• Identify and conduct A/B tests opportunities and methods to continuously improve content, timing, and offers to optimize campaign engagement.
• Implement tech solutions to improve customer interactions and satisfaction through personalized experiences.

What we need from you:

• Proven experience in CRM Marketing roles in retail or in any other customer-centric industries where retention programmes are crucial such as hospitality, travel or e-commerce.
• Extensive experience in segmentation, personalization, and customer lifecycle strategies, including behaviour-triggered and automated journey campaigns.
• Strong experience in loyalty enhancement programs.
• Customer engagement building through brand content.
• Personalisation and dynamic content.
• Building leads and growing subscribers via data capture campaigns.
• Used to test and learn culture.
• CRM tech savvy, data driven and proficient in CRM and ESP platforms and data analysis tools.
• A clear balance of creativity, data literacy and commerciality.
• Attention to detail and strong project management skills.

Benefits you will receive as a Lands’ End Employee:

• Hybrid working model.
• Subsidised Restaurant.
• Free access to a local gym.
• Employee Discount.
• Cash Health Scheme.
• Free Eye Test.
• Employer Pension contribution up to 5%.
• Free on-site parking.

Don’t miss out on this fantastic opportunity! Click ‘apply’ now, or if you want to know more, please get in touch with our recruitment team. No agencies please.