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- Tasks: Build and deploy engaging CRM campaigns across email and SMS for a luxury fragrance brand.
- Company: Join a leading luxury fragrance brand with a focus on customer engagement and retention.
- Benefits: Flexible working options, collaborative environment, and opportunities for professional growth.
- Other info: London-based role with travel opportunities across the UK and Ireland.
- Why this job: Be part of a dynamic team that elevates customer experiences in a premium brand.
- Qualifications: 2-3 years in CRM or lifecycle marketing, with hands-on campaign experience.
The predicted salary is between 30000 - 40000 £ per year.
We’re looking for a detail-oriented and proactive CRM Coordinator to join our UK Ecommerce team and support the delivery of best-in-class customer communications across email and SMS. Working closely with ecommerce, marketing, retail and global teams, this role plays a key part in driving customer engagement, retention and loyalty for our luxury fragrance brand. You’ll be hands-on in building and deploying campaigns, supporting automated journeys, maintaining CRM platform health, and delivering insightful reporting to help continuously improve performance. This is an excellent opportunity for someone who enjoys working in a fast-paced, collaborative and supportive environment, and who is excited by testing, learning and elevating the customer experience in a premium, non-discount-led brand.
KEY RESPONSIBILITIES AND ACCOUNTABILITIES
- Campaign Build & Delivery
- Build, QA and deploy CRM campaigns across email and SMS using Ometria.
- Create and manage email copy in collaboration with global and local teams, ensuring tone and execution align with a luxury brand.
- Manage campaign timelines, approvals and deployment to agreed deadlines.
- Automated Journeys & Segmentation
- Support the setup, optimisation and ongoing monitoring of automated customer journeys.
- Build and maintain customer segmentation using transactional, behavioural and loyalty data to ensure communications are relevant and targeted.
- Take a test-and-learn approach to improving journey performance and customer engagement.
- CRM Platform & Operations
- Own day-to-day CRM platform health, including monitoring performance, QA, troubleshooting issues and supporting system improvements.
- Support CRM integrations for new features and platform enhancements.
- Maintain CRM documentation, data hygiene, GDPR compliance and operational best practices.
- Loyalty, Sampling & Retail Collaboration
- Support loyalty operations including S&D and VIP gifting, alongside associated reporting.
- Manage coordination of sampling relationships, campaign timelines and communications.
- Partner closely with Retail teams to support store-specific activations and in-store data capture initiatives.
- Reporting, Insight & Continuous Improvement
- Monitor and report on CRM performance and customer KPIs using Ometria, Google Analytics and Shopify.
- Provide clear, actionable insights to support decision-making across ecommerce and marketing teams.
- Research and recommend new tools, reports and processes to improve internal workflows and customer retention.
- Take a forward-thinking approach to CRM planning, proactively identifying opportunities to improve customer experience and campaign effectiveness.
PERSON SPECIFICATION
- 2–3 years’ experience in a CRM or lifecycle marketing role.
- Hands-on experience building and deploying email and SMS campaigns in Ometria or a similar CRM platform.
- Experience supporting automated journeys, loyalty initiatives and retention-focused activity.
- Strong organisational skills with excellent attention to detail and ownership of deadlines.
- Analytical mindset with a genuine interest in customer behaviour, performance and continuous improvement.
- Confident handling customer data to support targeting, insight, reporting and smooth CRM operations.
- Strong communication skills and confidence working collaboratively across teams.
- Proactive, forward-thinking and solutions-focused approach.
- Experience with Shopify and Google Analytics is advantageous.
- Prior experience within fragrance, beauty or luxury sectors is desirable.
This role reports directly to the CRM Manager. This role is London Office based (EC1) at least three days per week with flexibility to work from home - one - two days per week. Role includes travel across the UK and Ireland.
We are an equal opportunity employer, and we encourage candidates from all backgrounds to apply. If you feel this is the right opportunity for you, and you can demonstrate expertise in the above areas, we look forward to receiving your application.
CRM Coordinator in London employer: The Orange Square Company
Contact Detail:
The Orange Square Company Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land CRM Coordinator in London
✨Tip Number 1
Get to know the company inside out! Research their CRM strategies, recent campaigns, and brand values. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨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, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common CRM-related questions. Think about your past experiences and how they align with the role. Be ready to share specific examples of your campaign successes and how you’ve improved customer engagement.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can leave a lasting impression. Plus, it shows you’re proactive and keen to join their team!
We think you need these skills to ace CRM Coordinator in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in CRM and lifecycle marketing. We want to see how your skills align with our luxury brand's needs!
Show Off Your Campaign Skills: Since you'll be building and deploying campaigns, share specific examples of your past work with email and SMS campaigns. Let us know how you’ve driven customer engagement and retention before!
Be Detail-Oriented: Attention to detail is key for this role. Double-check your application for any typos or errors, and ensure that it reflects your organisational skills. We love a candidate who takes pride in their work!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to keep track of your details and ensure they reach the right people. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at The Orange Square Company
✨Know Your CRM Tools
Make sure you’re familiar with Ometria and any other CRM platforms mentioned in the job description. Brush up on how to build and deploy campaigns, as well as how to manage customer data effectively. Being able to discuss your hands-on experience will show that you're ready to hit the ground running.
✨Showcase Your Analytical Skills
Prepare to talk about how you've used data to drive decisions in previous roles. Bring examples of how you've monitored performance metrics and made recommendations for improvement. This will demonstrate your analytical mindset and your ability to contribute to continuous improvement.
✨Emphasise Collaboration
Since this role involves working closely with various teams, be ready to share examples of how you’ve successfully collaborated in the past. Highlight your communication skills and how you’ve managed timelines and approvals to ensure smooth campaign delivery.
✨Be Proactive and Forward-Thinking
Think about ways you can improve customer engagement and retention based on your past experiences. Prepare to discuss innovative ideas or tools you’ve researched that could enhance CRM operations. This will show that you’re not just reactive but also proactive in your approach.