About the role
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.
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.
Location and Reporting
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 to two days per week. Role includes travel across the UK and Ireland.
Equal Opportunity Employer
We are an equal opportunity employer, and we encourage candidates from all backgrounds to apply.
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