Responsibilities

• Design, build, and continuously optimise automated communication flows and campaigns across acquisition, post-purchase, retention, reactivation, and loyalty.
• Develop advanced segmentation and personalisation strategies based on behavioural and transactional data.
• Own campaign planning and execution, including audience logic, targeting, timing, coordination with Tech and Creative, and structured post-campaign performance analysis.
• Lead the development and execution of the discount strategy, spanning onsite promotional activity and automated lifecycle discount structures.
• Collaborate with Brand & Creative to develop content that strengthens the customer journey, while remaining performance-focussed.
• Monitor, analyze, and visualize the customer journey from first visit to repeat purchase.
• Identify bottlenecks and commercial opportunities in the funnel and propose improvements together with E-commerce and Performance.
• Conduct cohort, segmentation, and behavioural analysis to inform retention strategy.
• Produce ongoing reports (GA4, Looker, in-platform) and ad hoc insights for the team and organization.
• Develop and execute strategies to increase repeat purchase, loyalty, and customer satisfaction, utilising structured A/B testing programmes across channels.

Requirements

• 5+ years experience working in a senior CRM role
• Comfortable owning revenue-linked KPIs
• Data, segmentation, and marketing automation proficiency
• Ability to liaise with Global teams and localise campaigns across international markets
• Strong communication skills and ability to influence cross-functional stakeholders

Preferred

• Experience with GA4, Looker, in-platform reports (bonus)
• Strong bias for testing, optimisation and continuous improvement (from Role Profile)

Benefits

• 27 days annual leave in addition to bank holidays (plus option to carry over or purchase leave)
• Flexible working hours & hybrid working model
• Free onsite parking, Bike to Work & Season Ticket Loan schemes
• BUPA cash back health care plan & employee assistance programme
• Pension scheme
• Regular team socials & activities, including monthly yoga and seasonal parties.