About The Role
The Senior CRM Executive plays a pivotal role in driving customer retention, loyalty, and lifetime value across the Sisters & Seekers customer journey. Combining strategic thinking, commercial awareness, creativity, and data‑led decision‑making, this role is responsible for leading the planning, execution, optimisation, and performance of CRM activity across multiple customer touchpoints. The Senior CRM Executive will own key areas of the CRM programme, identifying opportunities to enhance customer engagement, improve retention performance, and support long‑term business growth. Working closely with eCommerce, Marketing, Graphics, and Customer Care teams, this role will act as a CRM specialist within the business, providing insight, recommendations, and best‑practice guidance while ensuring customer communications are engaging, personalised, and commercially effective.
The successful candidate will be highly organised, analytical, proactive, and passionate about customer experience, digital marketing, and fashion retail.
Key Responsibilities
- Support the development and execution of the CRM and customer retention strategy, ensuring alignment with wider business objectives.
- Take ownership of CRM planning and campaign execution across key trading periods, product launches, and seasonal campaigns.
- Drive customer lifecycle communications across acquisition, retention, reactivation, and loyalty initiatives.
- Manage and optimise automated customer journeys, including welcome, browse abandonment, cart abandonment, post‑purchase, win‑back, and loyalty flows.
- Continuously identify opportunities to improve customer engagement, retention, and lifetime value through data‑driven initiatives.
- Maintain ownership of CRM campaign calendars, ensuring all activity is delivered accurately, efficiently, and on schedule.
- Lead the briefing process for CRM campaigns, working closely with Graphics and Marketing teams to ensure creative output aligns with brand direction and commercial priorities.
- Develop compelling customer communication strategies that effectively balance brand storytelling and commercial performance.
- Coordinate campaign messaging, customer targeting, content planning, and product focus to maximise engagement and conversion.
- Ensure all CRM communications consistently reflect the Sisters & Seekers brand aesthetic, tone of voice, and customer experience standards.
- Act as a key stakeholder throughout campaign development, providing feedback and recommendations to improve creative effectiveness.
- Own customer segmentation strategies and audience development to improve campaign relevance and performance.
- Utilise customer, behavioural, and transactional data to create highly targeted and personalised customer experiences.
- Identify opportunities to enhance customer journeys through improved segmentation, automation, and lifecycle management.
- Partner with eCommerce and Marketing teams to align CRM activity with broader customer acquisition, retention, and commercial objectives.
- Support the development of loyalty, VIP, and customer engagement initiatives that strengthen long‑term brand affinity.
- Lead CRM reporting and performance analysis across campaigns, customer journeys, and retention initiatives.
- Monitor key metrics including revenue contribution, retention, repeat purchase rate, customer lifetime value, engagement, and conversion.
- Generate actionable insights and recommendations to improve CRM effectiveness and support wider business decisions.
- Develop and execute testing strategies across subject lines, content, audience segmentation, send times, and campaign structures.
- Deliver regular performance reviews and communicate findings to key stakeholders.
- Maintain strong awareness of CRM best practices, emerging technologies, competitor activity, and evolving customer behaviours.
- Exceptional written communication and copywriting awareness.
- Strong commercial acumen with advanced analytical capability.
- Excellent organisational and project management skills.
- Highly detail‑oriented with a proactive approach to problem‑solving.
- Strong stakeholder management and cross‑functional collaboration skills.
- Ability to influence decision‑making through insight and data.
- Experience briefing, managing, and coordinating creative work effectively.
- Deep understanding of customer lifecycle marketing, segmentation, personalisation, and retention strategies.
- Ability to manage multiple projects and priorities within a fast‑paced environment.
- Passion for customer experience and the Sisters & Seekers brand.
Qualifications & Experience
- 4+ years' CRM, retention, or email marketing experience, preferably within eCommerce, fashion, or retail.
- Proven experience planning, executing, and optimising high‑performing CRM campaigns and customer lifecycle programmes.
- Strong understanding of customer segmentation, automation, personalisation, and retention marketing strategies.
- Experience using CRM and email marketing platforms (Klaviyo experience highly desirable).
- Demonstrated ability to analyse campaign performance and translate insights into actionable improvements.
Benefits
- 50% off all products for you & family.
- 20 days Holiday + Bank Holidays.
- Gifted additional holidays (your Birthday and an additional day off at Christmas).
- Free on‑site parking.
- Medical Cash Plan.
- Career progression, masterclasses and personal development plans.
- Fun, close‑knit and energetic team culture.
- Collaborative and creative culture where your ideas drive impact.
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