Responsibilities

• Deliver high-impact lifecycle journeys that strengthen customer loyalty and improve experience across key moments — onboarding, engagement, retention, and reactivation.
• Own and prioritise the weekly lifecycle build and optimisation schedule, balancing new journey development, BAU maintenance, and optimisation work in line with agreed priorities.
• Build and QA lifecycle campaigns within Ometria to a high technical and brand standard, using approved templates, modular components, and best-practice journey structures.
• Partner with CRM Managers, Brand & Creative, and Insights teams during briefing to ensure lifecycle objectives, audiences, triggers, test hypotheses, and success metrics are clearly defined and accurately translated into journey logic and segmentation.
• Maintain operational excellence across all lifecycle delivery, consistently achieving high QA pass rates, maintaining clear documentation and checklists, and reducing manual effort and risk through continuous process improvement.
• Monitor live journey performance and campaign data health, proactively identifying underperformance, deliverability risks, or data issues and escalating with clear recommendations.
• Produce weekly performance reports and analyse journey results against objectives, surfacing actionable insights, clear test outcomes, and optimisation opportunities, ensuring learnings feed back into future iterations and lifecycle strategy.
• Support A/B testing setup across messaging, timing, cadence, and content, ensuring tests are correctly implemented, documented, and QA'd.

Requirements

• An experienced CRM Executive with hands‑on experience hands‑on experience delivering lifecycle or triggered CRM campaigns within an ESP or CRM platform (Ometria experience preferred).
• Highly detail‑oriented, with a strong track record of delivering accurate, reliable, always‑on CRM activity and high QA standards.
• Comfortable managing complex journey logic and multiple priorities, balancing BAU delivery with optimisation and improvement work.
• Collaborative and relationship‑driven, with experience working closely with Brand, Creative, and Insight teams.
• Data‑literate and insight‑driven, confident interpreting lifecycle performance metrics and test results to drive optimisation.
• Process‑minded and improvement‑focused, with an interest in scaling lifecycle activity through better templates, automation, and ways of working.
• Proactive and accountable, with strong ownership over journey performance, data quality, and operational standards.
• Customer‑focused and commercially aware, motivated by delivering CRM that adds long‑term value for both customers and the business.

Benefits

• Competitive salary & targeted annual bonus scheme.
• Generous Boden clothing allowance!
• 30% discount on all current clothing ranges.
• 25 days Holiday annually, plus Bank Holidays.
• Online Portal with an array of discounts on retail & entertainment.
• Virtual GP Service for you and your household!
• Free onsite parking and subsidised café.