Responsibilities

• Lead the end-to-end copywriting across complex, multi-touchpoint CRM programmes — including email, push, SMS, in-app messaging, and lifecycle automation flows — for a portfolio of clients.
• Translate CRM briefs and customer journey maps into sharp, strategically-grounded copy that drives measurable engagement and conversion.
• Own and evolve client tone of voice within the CRM channel, ensuring consistency and distinctiveness across every touchpoint in the customer lifecycle.
• Partner closely with CRM Strategists and Data teams to interpret audience segmentation, behavioural triggers, and A/B test results — and use those insights to sharpen copy performance.
• Set and uphold creative standards across the CRM output, reviewing and providing structured, constructive feedback on junior copywriters\' work.
• Lead copy concepting in creative brainstorms, bringing well-developed CRM-specific ideas that balance creative ambition with commercial reality.
• Proactively identify opportunities to improve client communications through competitor analysis, industry trends, and emerging CRM best practices.
• Collaborate with Designers, Creative Directors, and Client Services to ensure copy and creative are always working together — not just coexisting.
• Act as a senior creative voice in client-facing conversations, confidently presenting and defending creative rationale.

Requirements

• 5+ years of copywriting experience with a significant portion dedicated to CRM — email, lifecycle, push, SMS, and in-app copy at scale.
• Demonstrable expertise in writing for customer lifecycle programmes — you understand the difference between acquisition, onboarding, retention, and win-back, and you write accordingly.
• Strong grasp of CRM strategy fundamentals: segmentation, personalisation, behavioural triggers, and how copy intersects with automation logic.
• Experience working closely with CRM or marketing technology platforms (e.g. Braze, Klaviyo, Salesforce Marketing Cloud, or similar).
• Agency or in-house brand experience — ideally with exposure to fintech

Preferred

Benefits

• A flexible, hybrid working policy (2 days from the office, depending on location).
• Pension, free private healthcare, mental health support, and company sick pay scheme.
• 26 days paid holiday (plus UK Bank Holidays).
• Help getting you to work with a season ticket loan and cycle to work scheme.
• Enhanced family-friendly policies to support new parents.
• Social and Cultural Events, plenty of opportunities to connect with colleagues through organised activities and celebrations.
• Inspirational Talks, bringing the outside in with regular guest speakers and events.
• Learning and Development, supporting your growth with continuous opportunities to learn and advance.
• Buddy Programme: You will be paired with a ‘Buddy’ to help you through your first weeks’ at DEPT®.
• A reputation for doing good. DEPT® has been a Certified B Corp® since 2021 and named ‘Agency of the Year’ at both The Lovies and The Webby Awards.
• Awesome clients. You’ll get the opportunity to work with clients of all sizes and across all industries.
• The opportunity for possibility. Training, development and certifications.
• Global annual DEPT® Cares Month in which employees donate their skills to support local charities.
• A culture built on values: better together, relentlessly curious, get sh*t done.