CRM Executive in Morley

About the team: We’re a passionate bunch on a mission to make Vintage Cash Cow the go‑to place for giving pre‑loved items a new lease of life. As we scale internationally, CRM is becoming one of the most critical parts of our customer experience, powering every interaction from sign‑up, to box received, to repeat business. Our CRM team plays a pivotal role in building meaningful customer relationships and unlocking lifetime value. To scale globally, we need world‑class CRM infrastructure, automation, data quality, and reliability. This role is central to building that foundation.

About the role: As our CRM Executive, you’ll play a key role in executing CRM activity across all markets and delivering a 5‑star customer journey for Vintage Cash Cow. Working closely with the Head of CRM & Customer Lifecycle and the wider CRM team, you’ll help plan, build, and execute high‑quality CRM journeys that make it easy for customers to sell their valuables and come back again. You’ll support the day‑to‑day delivery of CRM journeys, campaigns, and lifecycle initiatives, ensuring speed, quality, and consistency. This is a hands‑on execution role, focused on operational excellence; building, testing, QA’ing, and deploying CRM communications across email, SMS, WhatsApp, and direct mail. You’ll bring attention to detail, curiosity, and a data‑driven mindset to everything you do, helping ensure our global CRM activity is timely, accurate, and consistently high quality. You’ll turn insight into action, supporting major lifecycle initiatives, testing new ideas, and helping scale CRM delivery as we grow across markets. This role is ideal for someone who enjoys building, testing, and improving CRM journeys and wants to develop deep expertise in lifecycle marketing within a global environment.

Getting Started

• Support CRM execution across markets: Assist with the build, setup, and deployment of CRM journeys across email, SMS, WhatsApp, and other mediums.
• QA & testing excellence: Ensure all CRM activity is accurately tested, reviewed, and signed off before launch.
• Global templates & consistency: Help build and maintain reusable templates, components, and best practices to support global scalability.
• Operational support: Support segmentation, audience builds, content loading, and campaign scheduling.
• Reporting support: Assist with CRM reporting and insight generation to track performance and identify improvement opportunities.

Driving Excellence

• Execution excellence: Deliver high‑quality CRM builds that meet global standards for accuracy, timing, and customer experience.
• Speed & scalability: Support faster rollout of CRM journeys across markets through repeatable processes and templates.
• Quality assurance: Apply structured QA processes to reduce risk and ensure reliability across CRM communications.
• Operational improvement: Identify areas where manual processes can be improved or streamlined and feed ideas into the automation roadmap.
• Cross‑functional collaboration: Work closely with CRM, and brand and creative teams to ensure smooth execution and alignment.

Key Goals & Objectives

• Support the successful execution of global CRM strategy across all markets.
• Improve speed, accuracy, and consistency of CRM journey delivery.
• Reduce operational risk through strong QA and testing practices.
• Enable CRM scalability through reusable templates and processes.
• Contribute to improved lifecycle performance (activation, box received, LTV).

Key Responsibilities

• CRM Operations & Execution: Build and deploy CRM journeys and campaigns across markets. Support segmentation, targeting, and message setup. Manage content loading, scheduling, and campaign execution. Ensure seamless localisation, compliance, and tone standards are met. Maintain global templates and reusable components.
• QA, Testing & Reliability: Perform thorough QA on all CRM campaigns and journeys. Test triggers, logic, data, and message delivery. Flag issues early and support fixes prior to launch. Run and document A/B tests and experiments. Monitor performance and flag improvement opportunities.
• Automation & Technical Support: Work with the CRM Technical Manager on automation tasks, integration prep, and technical QA. Support rollout of new automations and frameworks. Help document workflows and operational processes.
• Reporting & Insight: Support reporting on CRM performance and lifecycle KPIs. Assist with data validation and insight generation.
• Transparency & Alignment: Document, maintain, and regularly update all customer communications to ensure accuracy and consistency across CRM channels. Ensure all changes to customer communications are clearly communicated and accessible to the wider business. Maintain a comprehensive change log of all updates to customer communications, including version control and change rationale. Support cross‑functional teams by providing up‑to‑date CRM documentation and ensuring best practices are followed.

Skills, Knowledge and Expertise

• 2+ years’ experience in a marketing, CRM, or lifecycle role.
• Hands‑on experience with marketing automation platforms (HubSpot or similar preferred).
• Good understanding of customer segmentation, motivations, and behaviour.
• Comfortable working with data, performance metrics, and testing frameworks.
• Strong attention to detail and clear communicator.
• Strong QA mindset - able to spot errors, inconsistencies, and risks.
• Testing, learning, and optimisation mindset.
• Organised, process‑driven, and reliable under deadlines.
• Strong collaboration skills and willingness to learn technical concepts.
• Interest in automation, lifecycle marketing, and scalable operations.
• Digitally savvy, including use of AI and modern CRM tools.