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- Tasks: Develop and execute data-driven CRM strategies to enhance customer relationships.
- Company: Join a British heritage brand known for quality leather goods and a collaborative culture.
- Benefits: Enjoy a supportive work environment with opportunities for professional growth.
- Why this job: Make a real impact on customer engagement and retention in a creative setting.
- Qualifications: 2-3 years of CRM experience, strong analytical skills, and a customer-centric mindset.
- Other info: Work in a beautiful parkland setting with a passionate team focused on excellence.
The predicted salary is between 30000 - 42000 £ per year.
The Company: We are a founder led and owned British heritage leather goods and accessories brand. Born 45 years ago, we have been designers, manufacturers, wholesalers and retailers and, like our products, we hope we get better with age! Our creative and operational home is based in our converted stables in beautiful Hertfordshire parkland with our Distribution Centre just 10 minutes away in Hemel Hempstead.
The Role: Responsible for developing and executing customer relationship strategies through the use of data-driven CRM campaigns, lifecycle marketing and SMS.
Where: Based at our stables in Great Gaddesden, our team enjoys working together - collaborating, sharing ideas and being part of a family at work.
Office hours: Monday - Friday (37.5 hours per week)
Reporting to: Head of Marketing
Your character and skills will include:
- At least 2-3 years’ experience building, implementing, and improving campaigns through an ESP (ideally Ometria)
- Strong excel competency and analytical skills to interpret data and translate insight into actionable strategies
- Ability to write clear, engaging, and on-brand CRM communications (email & SMS)
- Customer-centric mindset prioritising the customer experience and needs
- Flexible and agile in adjusting strategies based on changing customer behaviour, feedback, or business priorities
- Comfortable working cross-functionally with marketing, ecommerce and merchandising teams
- Excellent reporting skills with the ability to create dashboards, reports, and KPIs for management
- Understands sales & customer retention strategies and how to drive sales, cross-sell, and retain customers
- Familiarity with automation email campaigns, loyalty programs, and customer engagement strategies
OSPREY LONDON Values:
- AUTHENTICITY - Being sincere, genuine and honest at all times; be your true self
- COLLABORATION - Working together effectively to achieve our goals; share and communicate
- PRIDE - Aspiring to be the best in everything we do; show your passion and how much you care
- TRUE GRIT - Showing determination and perseverance in all that you do; never give up
- VISION - Using your creativity and experience to plan for the future; never stand still
Your main responsibilities will be:
- Own email briefing process end-to-end working with graphic designer to deliver engaging content that drives key CRM metrics
- Plan, build, & send email & SMS campaigns, including segmentation, scheduling, and QA. Ensure all campaigns are delivered accurately and on time in line with the marketing calendar
- Create and manage audience segments based on customer behaviour, lifecycle stage and purchase history. Use segmentation to improve relevance, engagement and conversion
- Track CRM performance metrics such as open rate, CTR, CTOR, conversion, and revenue contribution. Produce regular reports with clear insights and recommendations for optimisation
- Maintain and optimise automated flows (welcome, post-purchase, browse/cart abandonment, re-engagement), whilst identifying new automations to drive revenue and maximise lifetime value of customers
- Maintain accurate customer data and support GDPR-compliant practices within the CRM platform. Work closely with Marketing and Ecommerce team to align messaging, timing and creative assets
- Work with Head of Marketing to define and roll-out a customer loyalty/VIP programme
- Manage, plan, and write SMS notifications based on trade opportunities and customer moments
- Stay up to date with new Ometria platform features and email best practices
What does success look like?
- Increased customer engagement and retention through data-driven CRM initiatives
- Accurate, insightful CRM reporting that supports commercial decisions
- Seamless execution of CRM campaigns aligned with business objectives and deadlines
- Continuous optimisation of customer journeys and communications
KPIs:
- To increase active customers over LTM and increase LTV
- Track human engagement metrics such as Click-to-Open Rate and Click-Through Rate across campaigns and flows to check relevancy
- Revenue driven by CRM channels (email and SMS), including share of total online revenue. Tying CRM activity to commercial impact while still focusing on retention
CRM Executive employer: OSPREY LONDON
Contact Detail:
OSPREY LONDON Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Executive
✨Tip Number 1
Get to know the company inside out! Research their values, products, and recent campaigns. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral!
✨Tip Number 3
Prepare for interviews by practising common CRM-related questions. Think about how your experience aligns with their needs, especially around data-driven strategies and customer engagement.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of our team.
We think you need these skills to ace CRM Executive
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see how much you care about customer relationships and how you can contribute to our brand's legacy.
Be Data-Driven: Since this role is all about CRM strategies, make sure to highlight your analytical skills. Share examples of how you've used data to drive successful campaigns in the past – we love a good success story!
Tailor Your Communication: Craft your application to reflect our brand's voice. Use clear and engaging language that aligns with our values of authenticity and collaboration. Show us you can write on-brand CRM communications!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates from our team!
How to prepare for a job interview at OSPREY LONDON
✨Know Your CRM Tools
Make sure you’re familiar with the CRM tools mentioned in the job description, especially Ometria. Brush up on how to build and optimise campaigns using these platforms, as well as any relevant features that could enhance customer engagement.
✨Showcase Your Analytical Skills
Prepare to discuss your experience with data analysis and reporting. Bring examples of how you've used Excel to interpret data and translate insights into actionable strategies. This will demonstrate your ability to drive results through data-driven decisions.
✨Craft Engaging Communications
Think about how you can write clear and engaging CRM communications. Prepare a few examples of past emails or SMS campaigns you've created, highlighting your customer-centric approach and how you tailored messages to different audience segments.
✨Emphasise Collaboration
Since the role involves working cross-functionally, be ready to share experiences where you collaborated with marketing, ecommerce, or merchandising teams. Highlight how you communicated effectively and contributed to achieving shared goals, reflecting the company’s values of collaboration and authenticity.
