CRM Coordinator in London

The Customer Retention Coordinator will work on the execution of CRM and email campaigns across EMEA markets, providing essential support for delivery and day-to-day processes. Reporting to the Senior Email Marketing Specialist, this role assists in the execution of omni-channel acquisition and retention initiatives, helping to ensure campaigns, lifecycle communications and data tasks are delivered accurately, efficiently and in line with the overall retention strategy.

Campaign Support & Execution

• Coordinate the end-to-end email workflow across EMEA markets, working with multiple stakeholders to ensure accurate and timely briefing, completion of campaign request forms and correct setup of linking tables and audience selection.
• Support CRM Specialist in delivering data capture initiatives across e-commerce and store channels, ensuring all touchpoints are functioning correctly, optimised for conversion and effectively capturing customer data.
• Take ownership of the email QA tracker and conduct detailed cross-device testing to ensure campaigns are accurate, error-free and approved on time.
• Monitor lifecycle automations (e.g. welcome, abandon, post-purchase), identifying performance trends and support with the implementation of optimisation actions to improve engagement and conversion.
• Collaborate closely with the Brand Marketing team to manage the end-to-end process for Retail and Outlet campaigns, ensuring briefs are clearly defined, aligned to objectives and delivered on time through effective coordination with stakeholders.
• Assist with driving SMS performance, supporting with campaign planning, copy briefs, audience selection and scheduling of on-demand messaging.

Reporting & Performance Tracking

• Assist in compiling weekly, monthly, and quarterly performance reports, analysing key metrics to identify trends, surface anomalies and deliver actionable insights and opportunities for improvement.
• Support the setup and tracking of A/B tests across campaigns and lifecycle journeys, keeping test roadmap up to date with plans, results and learnings.
• Maintain reporting templates and dashboards for the wider team.

Team & Process Support

• Provide general administrative support across the team, coordinating planning, execution and ad-hoc tasks, acting as a key support function to ensure the smooth day-to-day operation of CRM and email activities.
• Help document processes, campaign workflows and best practices.

Key Skills & Experience

• Highly organised with strong attention to detail.
• Solid understanding of email KPIs and deriving insights for wider business reporting and actions.
• Experience working in a fast-paced environment with competing deadlines and priorities preferably fashion/retail.
• Previous ESP exposure preferred.
• Strong written and verbal communication skills.
• Positive, solutions-oriented mindset and eager to learn.
• Analytical and creative problem solving.
• Capability to work in team – with excellent relationship-building skills.

The Company is an equal employment opportunity employer. The Company’s policy is not to unlawfully discriminate against any applicant or employee on the basis of race, color, sex, sexual orientation, gender identity, religion, national origin, age, military status, disability, genetic information or any other consideration made unlawful by applicable federal, state, or local laws. The Company also prohibits harassment of applicants and employees based on any of these protected categories.