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- Tasks: Develop and execute data-driven CRM strategies to enhance customer relationships.
- Company: Heritage leather goods brand with a creative and collaborative culture.
- Benefits: Competitive salary, supportive team environment, and opportunities for professional growth.
- Why this job: Join a passionate team and make a real impact on customer engagement.
- Qualifications: 2-3 years in CRM, strong analytical skills, and excellent communication abilities.
- Other info: Dynamic workplace with a focus on authenticity, collaboration, and continuous improvement.
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 in Hemel Hempstead employer: OSPREY LONDON
Contact Detail:
OSPREY LONDON Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Executive in Hemel Hempstead
✨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 the interview 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 in Hemel Hempstead
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 campaigns, make sure to highlight your analytical skills. Share examples of how you've used data to drive successful marketing strategies in your previous roles.
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’re considered for the role. Plus, it shows you’re keen to be part of 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 use it for segmentation and automation, as this will show your potential employer that you’re ready to hit the ground running.
✨Showcase Your Analytical Skills
Prepare to discuss how you've used data to drive decisions in past roles. Bring examples of reports or dashboards you've created, and be ready to explain how you translated data insights into actionable strategies. This will highlight your strong analytical skills.
✨Demonstrate Customer-Centric Thinking
Think about how you can prioritise customer experience in your responses. Be ready to share specific examples of how you’ve improved customer engagement or retention in previous roles, showing that you understand the importance of a customer-centric mindset.
✨Emphasise Collaboration
Since the role involves working cross-functionally, prepare to talk about your experiences collaborating with different teams. Share stories that illustrate your ability to communicate effectively and work towards common goals, aligning with the company’s value of collaboration.
